GoResponse Telephone Answering Service Staff

New survey discovers rising complaints

Call center operator with headset and business teamA new survey commissioned by the UK’s Ombudsman Services shows that the number of complaints from British consumers continues to grow. The latest Consumer Action Monitor (CAM) survey found that 2015 saw around 52 million services and products complaints, compared to just 38 million in 2013. Whilst this might be worrying to call centres, it is often the way in which brands deal with complaints that can make or break customer services.

Gathering data from more than 2,000 adults in the UK, the CAM survey found that not only are complaints increasing, but fewer people are willing to put up with poor service. In 2013, for example, 67 per cent of people said they would not let bad service slide; this rose to 82 per cent in 2015. The survey also found that social media has a strong influence on people, with many consumers heading to platforms such as Facebook and Twitter to publicly air their grievances.

However, one positive that telephone answering services can take heart from is the fact that many customers respond well to good customer care. In fact, 52 per cent of people will think better of a brand if their issue is dealt with efficiently. Moreover, 75 per cent would even shop with a company again if a previous complaint was handled well.

The findings highlight that consumer care is key and that keeping customers happy is essential whether there are complaints or not. Dealing with problems is an everyday responsibility for call centres, and those that handle issues efficiently and effectively could actually build consumer loyalty and positive branding as a result.

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