Brits 'stressed out' by call centre queues

Date: 23/09/2011

Enterprises may wish to purchase additional non-geographic numbers to ensure there are plenty of lines at their contact centre for people to call.

This is because, according to new research commissioned by mobile network giffgaff, waiting in a queue on the phone can be bad for an individual's health.

If people are left waiting to speak to an operator for more than five minutes and 58 seconds their stress levels begin to rise.

Furthermore, their blood pressure increases to dangerous levels as they become more and more frustrated, the investigation discovered.

In addition, many respondents claimed they had become so infuriated by the music played down the phone while waiting in a queue that they hung up.

Stress expert and GP Dr Roger Henderson said humans are developing the need to receive instant access to information and services.

"When waiting in queues, this stress can manifest as a racing heartbeat, sweaty palms, irritability, anger, frustration and muscle spasms," he stated.

One enterprise that may not have this problem is Thomas Cook, as it recently announced it is extending the opening hours of its call centres in Peterborough and Falkirk.