Date published: 01.09.08 - not release date

The Listening Company Launches Pioneering Research Study to Investigate Customer Perceptions of Call Centres

The Listening Company, the UK’s leading customer insight specialist, is to undertake a ground-breaking research study into consumers’ attitudes towards call centres; both in the UK and overseas.

The Listening Company is conducting the study in order to understand what it is that customers actually want from call centres, but moreover to show how the industry can improve standards to the benefit of consumers and telemarketers alike.

During the study, The Listening Company will interview 1000 UK consumers aged 18+. The interview will consist of two parts; the 1st will investigate consumers’ perceptions towards call centres in terms of the overall level of customer service received and the second will explore consumers’ attitudes towards dealing with those call centres that are located outside of the UK. The questions that The Listening Company will be asking include ‘When you call a call centre do you feel that the agent listens and shows interest in your conversation?’, ‘Do you feel the agent is able to answer your enquires?’ and ‘What do you find is the most annoying aspect of using a call centre?’

The results of The Listening Company’s research will be announced in April.

Neville Upton, Chief Executive Officer of The Listening Company, comments:

“There has been increasing criticism of call centres in recent years and whilst not all of it is justified, it is clear that across the industry consumers are receiving greatly differing levels of service. We aim to understand precisely what it is that consumers dislike most about call centres but also show just how much the public expects from us and how we can all improve standards”.

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About The Listening Company

Established in 1998, The Listening Company is the UK’s leading customer insight specialist.

As well as offering outsourced and insourced call centre services, The Listening Company provides professional advice and consultancy across all customer management requirements.

The Listening Company employs over 1500 people across three sites, with its Head Office located at Richmond in Surrey.

Current clients include Volkswagen, AOL, Microsoft, BUPA, Rank and Sky.

For more info:

Please call Daniel Batchelor or Kate Moloughney at Limelight PR for press info: 0207 821 9210 – daniel@limelightpr.co.uk / kate@limelightpr.co.uk