The Most Annoying Call Centre Phrases and Customer Frustrations
Call centres are an essential part of customer service, yet they remain a major source of frustration for many. A recent study by Talkmobile highlights the most irritating aspects of being on hold, from repeated automated messages to excessive wait times.
Most Hated Call Centre Phrases
According to the study, more than half of Brits admitted to regularly raising their voice or losing patience while waiting on hold. Some of the most infuriating phrases include:
"We are experiencing high call volumes" – Ranked as the most hated phrase, with 50% of respondents expressing frustration.
"Your call is important to us" – The second most disliked phrase, often perceived as insincere.
These messages, repeated endlessly while customers wait, only add to the irritation.
The Emotional Toll of Being on Hold
Waiting for a response from customer service can be more than just an inconvenience—it can cause genuine distress. The study found that:
More than two-fifths of Brits said being on hold was worse than being stuck in traffic.
A quarter found it more annoying than a car alarm constantly sounding in the street.
More than half of respondents admitted to losing patience while trying to communicate with automated bots.
Three-quarters reported having to repeat themselves multiple times, increasing their frustration.
For many, just the thought of calling a customer service centre brings a sense of anxiety and dread.
How Long Do People Wait Before Hanging Up?
A previous study found that the average Brit will wait 38.2 minutes before giving up and hanging up, often without resolving their issue.
Talkmobile’s Approach to Better Customer Service
Sarah Boyle, Head of Operations at Talkmobile, acknowledged the frustrations customers face. She stated:
"We value our customers' time and understand they lead busy and stressful lives. The last thing they need is being wound up further by battling on the phone to speak to a real person."
Talkmobile prides itself on answering 93% of calls within 20 seconds, ensuring that customers speak to a real person quickly. Boyle emphasized that the company is continuously working to enhance the call centre experience.
Final Thoughts
The study highlights the growing frustration with automated customer service systems and long wait times. As companies like Talkmobile take steps to improve, the hope is that the dreaded call centre experience can become more efficient and less stressful for customers.
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