More than half of Brits have switched the company they are making a purchase with because of poor consumer care.
Research from OnePoll found that 60 per cent of people have done so, a study of blue chip organisations' call centres has revealed.
Stuart Corrigan, managing director for Vanguard Scotland and one of the experts who contributed to the study, said that the make-up of consumer care complexes is contributing to the industry's problems.
He explained that bosses of call centres are told to focus on performance and productivity.
Mr Corrigan said: "What managers don't seem to see is the poor service and high cost associated with this design.
"They genuinely want to improve and they are trying but the methods they are using just keep making it worse and they appear blind to the cause."
Ron Skea, who has ten years of research in call centres, also aided the development of the study.
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