What annoys customers most about call centres? According to a recent study by the UK market researcher Mintel, it would seem pretty much everything. Of the 2,000 adults surveyed, only five per cent said they had never experienced a problem. The biggest complaint was about waiting on hold, with some 60 per cent of callers frustrated about having to wait for long periods before someone finally answered their call. In busy call centres, customers often have to wait for over 15 minutes before being connected to a "live" customer service agent. For...
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