Unreliable technology ranks first as most stressful factor for UK call centre staff, says research
Slow equipment and poor performance of systems are the main factor contributing to stress in UK contact centres, according to YouGov research.
Some 48 per cent of the 1,000 contact centre staff polled said that the IT systems they have to use represent the most annoying or stressful part of their job, even more so than customer complaints or not being able to help them.
Slow systems and constantly crashing applications were cited by 56 per cent of the respondents as the main cause of dissatisfaction, followed by 20 per cent mentioning over-complicated, user-unfriendly processes and having to cut and paste between applications due to poor systems integration, cited by 11 per cent.
The research also revealed that slow IT systems affect around 41 per cent of call centre agents daily and 86 per cent weekly.
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Thursday, August 7, 2008
IT frustrates call centre agents
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