Ofcom releases telecoms customer service results

Date: 21/07/2011

Firms may wish to purchase additional 0800 numbers for their call centres when they see the results of new research from Ofcom regarding customer satisfaction.

The regulatory body examined the UK's top five landline providers and discovered that, in the majority of cases, individuals got in contact due to poor line quality.

Many also wanted to change their call package.

Of the companies, TalkTalk came off worst as 24 per cent of its customers were found to be dissatisfied. While 53 per cent of individuals claimed to be happy with the service they received, 23 per cent remained neutral.

"This was mainly due to customers being unable to get through to the right person, the speed of answering the phone and general dissatisfaction with the customer service advisor," Ofcom noted.

After hearing this news, enterprises may wish to obtain additional numbers in order to provide a good-quality service to their customers.

In an article published on Call Centre Clinic, managing director of contact centres and loyalty at arvato UK Mark Brown recently claimed distributing calls as they come in can be beneficial for firms.