Call centres take over from family contact

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Ever feel you spend more time talking to call centres than to your own family? That’s because you probably do! The dependence on text communications have meant that e-mail and text messages are now the main form of contact with friends and family, meaning that consumers now speak to call centres more often than anyone else.

As many as one in seven Britons now speak to call centres more frequently than they do to their friends or families, new research by More Th>n.has revealed. The increased use of such services has also led to a rise in the irritation expressed at the way in which requests are dealt with. Two thirds of Britons get annoyed with having to repeat themselves to call centre workers, with just over half also angry at being passed on numerous different employees and four in ten say their biggest gripe was call centres that failed to call them back.

"Call centres are more than ever part of everyday UK life. Despite many people speaking to them more often than their loved ones, they can get quite frustrated with the whole experience," said communications psychologist Mo Shapiro. "They are ringing because they have a complaint or a question and they already have negative expectations. Stress and angst often occur when we feel that we are not in control of a situation and not being listened to. They are ready for a fight before they begin and irritations can build up when they spend a long time giving identical information to a number of different people."

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