Call centre grief.Byline: By DAVID JONES David Jones is a common name, particularly in Wales, and there have been several well-known individuals with this name. Variations include Dave Jones and Davy Jones. Business Correspondent MANY people in Wales are unhappy with call centres and their methods of dealing with customers. A survey by RSVP (ReSerVation Protocol) A communications protocol that signals a router to reserve bandwidth for real time transmission. RSVP is designed to clear a path for audio and video traffic, eliminating annoying skips and hesitations. Media Response said respondents highlighted the rigid structure of call scripts that many centres adhere to as a particular problem. The trend to shift centres to other countries offering cheaper labour is also having a catastrophic effect on the industry's reputation. Docklands-based RSVP's study revealed almost 75% of Welsh residents hate automated call centres and voice-activated machines and said centres should focus on solving customers' problems rather than pushing new products. |
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