An interesting way of measuring what customers will put up with when it comes to Call Centers. From the August 2006 issue of Fast Company Magazine:
The Rage Curve
What drives people nuts about automated telephone systems.
« Disconnected...AGAIN | Main | "Your World. Delivered." ...many mouse-clicks away »
An interesting way of measuring what customers will put up with when it comes to Call Centers. From the August 2006 issue of Fast Company Magazine:
What drives people nuts about automated telephone systems.
The comments to this entry are closed.
Two more rage creators that I've experienced in the last 6 months:
1) Having absolutely no sound on the line while on multiple long, long, long holds (was I disconnected??).
2) Or having a recorded message extolling the virtues of their latest service award when I'm calling to complain.
Posted by: Jack Borland | September 27, 2006 at 10:30 AM
They forgot to include "horrible loud music" on this curve. It's probably completely off the scale.
Also, "When it sounds like a real person is actually picking up but then you realize that it's just another recording."
Posted by: kim | September 26, 2006 at 09:56 AM