UPDATE UK ISP TalkTalk Ranked Worst for Call Centre Customer Service

A new Brick Wall Index from customer service solutions provider Eckoh, which identifies call centre menus that create the highest levels of consumer frustration, has ranked TalkTalk top of its table for being one of the “worst customer service offenders” in the United Kingdom.

The study appears to be based off an independent analysis of “tens of thousands of visits” to independently compiled maps of call centre menus hosted by PleasePress1.com (i.e. they analysed the search terms used on the site to spot those call centres that cause most frustration), which monitors how people use call centres and reveals how to jump past some of the most annoying automated systems.

According to the analysis, the worst offenders include communication providers, airlines, travel sites and insurance companies.

We should add that PleasePress1 also has its own Phone Range Index, which similarly aims to pinpoint the UK’s most ineffective customer service lines by weighing the number of menu options against the levels within each menu and the length of introductions (it also factors user feedback). However TalkTalk isn’t listed in the Phone Range Index, although BT crops up at no.3 and Sky Broadband pops in at no.6 (FYI – No.1 is HMRC, which is no big surprise).

Tony Porter, Eckoh Head of Global Communications, said:

“Judging from this analysis, it would appear that some mobile companies rarely answer the phone and some airlines make it hard for callers to reach their destination. It is essential that companies invest in their customer service systems as poor service is a major source of frustration for UK consumers. Customer inertia is a thing of the past.

Getting through to someone who can help you or provide an automated alternative is critical, and it is vital that companies invest in systems that allow them to respond quickly to customer enquiries, whether that is online or by phone.”

Naturally Eckoh has a vested interested in all this, although most will agree that using call centres is rarely a fast or effective experience.

UPDATE 12:50pm

The following statement has been received from TalkTalk.

A TalkTalk Spokesperson told ISPreview.co.uk:

“We always strive to give customers the best experience possible. The survey contradicts independent complaints data, and our internal data shows levels of customer satisfaction have increased in recent months. We’re also the first UK company outside of the banking sector to replace passwords with voice biometrics, which has significantly reduced the length of time it takes for customers to be put through to a customer services advisor. Nevertheless, we are determined to provide our customers the best possible experience and understand we can always do more.”