Is your region the rudest to call centre agents?

A survey of 1,000 UK consumers has revealed that northerners are the most patient with call centre agents.

The Aspect Benchmarking Report showed that only 38% of people based in the North of Scotland claimed to have hung up on a call centre agent – compared to a staggering 73% in the South East and London.

The study also showed that 51% of consumers in London felt that gossiping with call centre staff made them feel happier with the service, whereas only 17% of people based in the North of Scotland felt that this enhanced their experience. Curiously, it is males that respond more positively to small talk with a stranger, as 41% agree that it always or usually enhances their experience, versus 30% for females.

“What [the study] highlights is that the important factor in any customer service function for any organisation is the people,” said Sarah Pallett, Head of Marketing in Europe & Africa at Aspect. “This is about using technology in the contact centre in the right way, and supporting agents with their customer relations skills, to leave customers feeling satisfied.”

Age also contributes to the likelihood of a consumer hanging up on an agent, as people aged over 45 are 10% more likely to hang up on an agent than younger age groups.