Hi All

Just seen this on the Sky website

Do you feel there is any found foundation to the report I was under the impression this were getting better

UK Call Centres Getting Worse - Report

Updated:10:51, Friday May 23, 2008
Customer service levels at call centres in the UK have fallen in the past decade, according to a new report.

It says the average time to answer the phone has increased from 23 to 38 seconds.

The best centres were in the travel industry - the worst were in technology and the media.

A study of 300 call centres around the world, including 59 in the UK, found customer service levels had dropped "significantly".
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At the same time customers' expectations have risen, making them less patient and more inclined to abandon their call if they are kept waiting.

Alex George, of Dimension Data, who carried out the survey, said: "The increase in demand, coupled with the need to contain costs, has put significant pressure on contact centres.

"(This) is not always matched by the investment or the resources required to meet expectations."

More than a third of all calls are now dealt with by automated information or messages, without customers speaking to an employee of the centre