Poor communications skills and the inability to deviate from the script are the most common frustrations consumers have with call-center agents, according to a survey conducted by UK-based Aurix, which provides tools for searching speech within audio data.
The online survey of more than 100 consumers found that
Despite this widespread frustration with call-center representatives, a separate survey by ATG (Art Technology Group, Inc). recently found that a live voice is still the most preferred form of customer service, at least among online Americans.
About the survey: The Aurix survey was conducted with 105 consumers online, using survey tool SurveyMonkey.