Poorly managed call centres continue to be a considerable source of annoyance to local businesses, according to research conducted by NewVoiceMedia at a seminar in Reading.
Attendees were quizzed about their top three frustrations in dealing with call centres, with the majority citing long and complicated menu systems as their number one gripe. Sitting in incessant queues before your call is answered, and having to deal with rude or unskilled agents, were the next two most popular responses.
“Call centres traditionally suffer from a poor public image and our recent research suggests this is an ongoing problem,” explains Jonathan Grant, CEO, NewVoiceMedia. “We’ve taken it on as our mission to change this negative view of the call centre and to spread the word, through a series of regional seminars, about the ways in which businesses can change their approach to handling calls.”
The NewVoiceMedia event was designed to raise awareness of the benefits of cloud-based call centre technology, which provides the functionality of an on-premise solution at a fraction of the cost. Speakers included NewVoiceMedia clients Sarah Barrow, manager of the customer service centre at Wokingham District Council; and Cara Rudd, sales and service manager at prestigious wine merchant Berry Bros & Rudd, which sells and ships wines globally from its headquarters in Basingstoke.