Study: 64% Of Australians Hate Call Centres

Study: 64% Of Australians Hate Call Centres
SHARE
THIS



Research commissioned by contact centre recruitment agency Citrus Group has revealed that 64 per cent of Australians have had a bad experience when dealing with call centres, with 43 per cent admitting they wish they never had to use them again.

The data also revealed that 18-25 year olds have a particularly low tolerance for call centres, with 72 per cent having had negative experiences, followed by 65 per cent of 26-33 year olds, and 67 per cent of 57-plus year olds.

In terms of what caused these negative experiences, the leading reason was being passed around between staff members (28 per cent), staff members not being able to resolve their issue (24 per cent), and rudeness (15 per cent).

Interestingly, many of the common complaints were also attributed to internationally based contact centres, over locally based ones.

Of the 36 per cent of people who had positive experiences with call centres, the reasons cited were issues being resolved quickly (33 per cent), staff members clearly comprehending what the issue was instantly (31 per cent), staff members really knowing their stuff (25 per cent), and staff members who showed empathy towards the situation (nine per cent) and other reasons (two per cent).

Joint managing director of Citrus Group, Paul Smith said, “This research provides valuable insight into the good and the bad of the call centre sector. Our mission is to focus on sourcing exceptional talent for the Australian call centre industry to help negate the stereotypical negative perception. A need that we hear time and time again from our clients is the importance of empathy in their staff members, both when dealing with customers and when resolving their issues. Empathy is therefore the first quality we test for to ensure potential staff are able to deliver the best possible customer service for our clients, their brands and ultimately the most important stakeholder – the customer.”

Smith’s tips to call centre success include:

  1. Knowing your product – along with empathy to their individual situation, customers simply want the quickest resolution, which requires teams to be crystal clear about the company they work for and its offerings. There’s nothing more frustrating than dealing with someone who simply doesn’t know what they’re talking about.
  2. Don’t pass people around – 42 per cent of 18-25 year olds we surveyed said that being passed around was main reason for their negative sentiment towards contact centres. Customers need contact centre staff to be able to handle their enquiry so that it produces the least amount of pain possible.
  3. Courtesy is king – we found that 30 per cent of 50-57 year olds would actively tell others not to use a company’s call centre if they were mistreated. In a hyper competitive world where there is endless choice at the click of a button, courtesy towards and gratitude for the customer choosing your product needs to be exercised and authentically delivered. Or, they will simply go elsewhere.
  4. Regular updates – if the matter cannot be resolved immediately by the call centre member, customers need to receive regular updates that negate any additional frustration. Going this extra mile will be much appreciated and will surprise and delight them into potentially becoming an advocate for the brand.

Smith added:  “With years of damage caused by questionable call centre practices, there is still much work to be done by the industry. To avoid the backlash we are still seeing from Australian consumers who have unfortunately had negative experiences, we look for people who not only have the emotional intelligence, but the overall understanding of the bigger picture and how every customer touch point can make or break brand reputation.”

Please login with linkedin to comment

call centres Citrus Group

Latest News

Commercial Radio Australia Develops Amazon Alexa Skill For Listeners
  • Media
  • Technology

Commercial Radio Australia Develops Amazon Alexa Skill For Listeners

The commercial radio industry has announced the launch of the RadioApp skill for Amazon’s voice assistant, Alexa. The new skill is designed to make radio listening simpler and more convenient for Aussies, who can now ask Alexa to play any of the country’s 300 AM, FM and DAB+ digital stations by name or frequency. The […]

Thursday TV Wrap: Gogglebox Gives The Bachelorette A Touch Up
  • Media

Thursday TV Wrap: Gogglebox Gives The Bachelorette A Touch Up

Ten’s Gogglebox continues to be a surprise winner for the network, posting 729,000 viewers and making it the most watched entertainment show for Thursday night. Gogglebox even managed to put almost 150,000 on its more fancied stablemate, The Bachelorette, that could only muster 586,000 viewers last night. Seven won the night – 29.4 per cent of the audience […]

by B&T Magazine

B&T Magazine
Radio Buying Moves To Second Phase As Industry Eyes Programmatic Opportunity
  • Advertising
  • Media
  • Technology

Radio Buying Moves To Second Phase As Industry Eyes Programmatic Opportunity

The commercial radio industry has announced it is moving forward to phase two of an industry-wide project to automate and simplify the buying of radio. Phase one has resulted in the roll out of the AudioNET automated holding software RadioMATRIX. The industry-wide system, live since October 2017 and paperless since July 2018, is now used […]

Radio Industry Announces World-First “Super Pilot” For Audience Measurement
  • Media

Radio Industry Announces World-First “Super Pilot” For Audience Measurement

Commercial Radio Australia (CRA) and global market research firm GfK test the measurement of radio listening using a combination of diary and electronic meters in the first half of 2019. CRA chief executive Joan Warner said the initiative would be the largest-scale radio audience measurement pilot study using diary and electronic monitoring ever undertaken in […]

Radio Networks Unite To Grow Aussie Podcast Industry
  • Media

Radio Networks Unite To Grow Aussie Podcast Industry

Commercial Radio Australia (CRA) has announced it will establish a Podcast Working Group comprised of all major radio players, including the ABC and SBS. Announcing the initiative at the Radio Alive 2018 national conference in Melbourne today, CRA chief executive Joan Warner said the working group would be charged with developing an all-of-industry podcast strategy, […]

Study: Half Of All New Guitar Sales Are To Women
  • Marketing

Study: Half Of All New Guitar Sales Are To Women

The idea that the rock ‘n’ roll business is dominated by sweaty men is set to be turned on its head with new research showing that 50 per cent of all new electric guitar sales are to women. The study, by legendary ‘axe’ maker Fender, shows that the next set of big rock acts are […]

by B&T Magazine

B&T Magazine
Burger King Claims Its Hideous-Looking Halloween Burger Will Give Diners Nightmares
  • Campaigns

Burger King Claims Its Hideous-Looking Halloween Burger Will Give Diners Nightmares

Typically, eating a Whopper burger gives you heightened cholesterol and a bad dose of indigestion, but Burger King’s latest creation is set to give diners nightmares – quite literally. The new Halloween burger to be released in the US is nightmarish enough, with a green bun, bacon and and what appears to be deep-fried chicken […]

by B&T Magazine

B&T Magazine
Tourism Campaign: Self-Confessed “Boring” Nebraska Declares “It’s Not For Everyone”
  • Advertising
  • Campaigns

Tourism Campaign: Self-Confessed “Boring” Nebraska Declares “It’s Not For Everyone”

How do you attract tourists when, let’s be honest, your home state’s just a bit boring? That was the dilemma facing US midwestern town Nebraska which, due to a lack of things to do, was facing a visitor shortage on top of being voted the “least likely state” tourists planned on visiting. Hence, its new tourist catchphrase, “Honestly, it’s […]

by B&T Magazine

B&T Magazine
APN Outdoor Boss James Warburton To Exit
  • Media

APN Outdoor Boss James Warburton To Exit

After less than a year in the role, APN Outdoor CEO James Warburton will leave the business following the completion of its acquisition by JCDecaux. The Federal Court of Australia was the latest regulator to give the JCDecaux-APN Outdoor deal the green light, announcing its approval to APN shareholders yesterday. Warburton joined APN Outdoor in […]

by B&T Magazine

B&T Magazine
Six Tips To Getting Your Opinion Heard In Meetings
  • Opinion

Six Tips To Getting Your Opinion Heard In Meetings

Michelle Sales (pictured below) is a leadership speaker, coach and trainer and author of The Power of Real Confidence. In this book extract below, Sales offers her tips to make sure your voice gets heard at any meeting… It was Eleanor Roosevelt who once said, ‘You gain strength, courage and confidence by every experience in which […]

Opinion

by B&T Magazine

B&T Magazine
How To Foster A Culture Of Creativity
  • Opinion

How To Foster A Culture Of Creativity

Emma Bannister (pictured below) is the CEO of Presentation Studio and author of the book Visual Thinking: How to transform the way you think, communicate and influence with presentations. In this guest post, Bannister offers her top tips to get the creative juices flowing… Many of us wrongly assume that to be creative, means to […]

by B&T Magazine

B&T Magazine
Buxton Real Estate Appoints JPD As Strategic, Creative & Digital Agency
  • Advertising
  • Marketing

Buxton Real Estate Appoints JPD As Strategic, Creative & Digital Agency

Melbourne real estate group Buxton has appointed independent agency James Phillip Design (JDP) to handle strategic, creative and digital duties. JDP managing director James Peltekis said the agency was very excited about the appointment. “We’ve been collaborating with Buxton for a while now, working on their overall brand strategy and refreshing their brand. We’re delighted […]