Daily Bulletin


News

  • Written by Rachel Stevenson


New research commissioned by Citrus Group, the leaders in contact centre recruitment, has revealed that 64% of Australians have had a bad experience when dealing with call centres, with 43% 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% having had negative experiences, followed by 65% of 26-33 year olds, and 67% of 57+ year olds. In terms of what caused these negative experiences, the leading reason was being passed around between staff members (28%), staff members not being able to resolve their issue (24%), and rudeness (15%).

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

Of the 36% of people who had positive experiences with call centres, the reasons cited were issues being resolved quickly (33%), staff members clearly comprehending what the issue was instantly (31%), staff members really knowing their stuff (25%), and staff members who showed empathy towards the situation (9%) and other reasons (2%).

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.”

With over 30 years of collective experience in the industry, Paul and his team offer their insights into the key things customers are looking for when they deal with call centres, and ultimately how they work with their clients to ensure this happens on the ground:

  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% 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% 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.

Paul explains further, “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.”

Citrus Group founders, Paul and Gordana Smith, pioneered Australia’s first ever specialised call centre recruitment agency in 1996. Citrus prides itself on spearheading the transformation that the industry is undergoing currently with many clients transitioning from off shore to locally based contact centres.  The company offers efficient and effective talent sourcing, facilitate flexible workplace arrangements, and ensure strong staff retention.

For more information, please visit: www.citrusgroup.com.au

Writers Wanted

Kylie Moore-Gilbert has been released. But will a prisoner swap with Australia encourage more hostage-taking by Iran?

arrow_forward

Ancient Earth had a thick, toxic atmosphere like Venus – until it cooled off and became liveable

arrow_forward

Not just hot air: turning Sydney's wastewater into green gas could be a climate boon

arrow_forward

The Conversation
INTERWEBS DIGITAL AGENCY

Politics

Prime Minister Interview with Ben Fordham, 2GB

BEN FORDHAM: Scott Morrison, good morning to you.    PRIME MINISTER: Good morning, Ben. How are you?    FORDHAM: Good. How many days have you got to go?   PRIME MINISTER: I've got another we...

Scott Morrison - avatar Scott Morrison

Prime Minister Interview with Kieran Gilbert, Sky News

KIERAN GILBERT: Kieran Gilbert here with you and the Prime Minister joins me. Prime Minister, thanks so much for your time.  PRIME MINISTER: G'day Kieran.  GILBERT: An assumption a vaccine is ...

Daily Bulletin - avatar Daily Bulletin

Did BLM Really Change the US Police Work?

The Black Lives Matter (BLM) movement has proven that the power of the state rests in the hands of the people it governs. Following the death of 46-year-old black American George Floyd in a case of ...

a Guest Writer - avatar a Guest Writer

Business News

Nisbets’ Collab with The Lobby is Showing the Sexy Side of Hospitality Supply

Hospitality supply services might not immediately make you think ‘sexy’. But when a barkeep in a moodily lit bar holds up the perfectly formed juniper gin balloon or catches the light in the edg...

The Atticism - avatar The Atticism

Buy Instagram Followers And Likes Now

Do you like to buy followers on Instagram? Just give a simple Google search on the internet, and there will be an abounding of seeking outcomes full of businesses offering such services. But, th...

News Co - avatar News Co

Cybersecurity data means nothing to business leaders without context

Top business leaders are starting to realise the widespread impact a cyberattack can have on a business. Unfortunately, according to a study by Forrester Consulting commissioned by Tenable, some...

Scott McKinnel, ANZ Country Manager, Tenable - avatar Scott McKinnel, ANZ Country Manager, Tenable



News Co Media Group

Content & Technology Connecting Global Audiences

More Information - Less Opinion