Large firms 'distinctly average' at good first impression

A new mystery shopping test has suggested that some FTSE companies may benefit from implementing outsourced call centres.

The research, which was commissioned by Moneypenny, found that only one in four of these firms rated as 'excellent' when it came to dealing with queries on the phone.

These figures have been derived from 1,000 calls to 100 companies over a four-week period, call centre bosses may be interested to hear.

Rachel Clacher, co-founder of Moneypenny, commented that many large firms are "distinctly average" when it comes to making a good first impression with callers.

She said: "They might be quick and there might be a person, not a machine, at the end of the line but they aren't oozing friendliness and often don’t have the most basic information."

In other news, gaming firm Betsson has announced that it has implemented a self-service system in a bid to reduce inbound enquires handled by its call centre operators.

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