Roll of Call Centres in Broadband Customer Satisfaction
A couple of surveys conducted recently, stated that higher levels of customer satisfaction can be rendered by call centres. This especially comes into significance at the time of a sign up to the service of a new broadband service provider.
Meanwhile, a study carried out by Broadband Genie, a broadband comparison website had
revealed that Sky and BT were the fixed broadband service providers of the UK that offered the best customer service, as Orange and TalkTalk fared at the bottom of their list.
A range of parameters were set by the price comparison site to rate the customer service that includes broadband supplier websites, call centre destination, support hours, costs of support calls, and the accuracy in conveying this information to the contacting customers.
The comparison website, assuming the role of a new customer called up the six largest broadband suppliers of the UK, apart from scouring through the company websites. The website claims that it was most impressed by the 24/7 free back up by helpful call centre staff of Sky and BT.
Meanwhile, the price comparison site also found out in their survey that no 24/7 support was offered by TalkTalk, as the operator of Orange Broadband UK responded with the expression that if information on the base location of the call centre was required by the customer, he had to put forth his query on a case by case basis.
As a matter of fact, the customer service menace is more and more alienating customers from the loyalty towards their broadband ISP. In this occasion, the results of another survey carried out by yet another broadband price comparison site called Think Broadband, are worth mentioning. It found out that out of the eleven largest ISPs of the UK, only four came up to score above 50 percent in terms of customer satisfaction.
