It was recently proven that HMRC really are as difficult to get hold of as their reputation suggests. This is due to a poorly designed virtual contact centre which has been preventing a whopping 1 in 4 phone calls from getting through.
In response to the news, Mark Garnier, Conservative MP for Wyre Forest, rightly said “If you were a commercial service you would go bust. You only continue to exist because people have to call you.” Supporting the notion that if the same issue was to occur within a typical call centre, they would not have the luxury of retaining their customers. As these damning HMRC reports become increasingly ubiquitous, one wonders when they will stop apologising and begin to act.
In this day and age consumers are typically spoilt for choice when it comes to choosing a brand preference. From coffee to banking, customer experience is often the comparable difference when it comes to selecting a product or service. In order to stay ahead of the game, businesses and brands must strive to provide the best possible service across all channels. After all, you’re more likely to hear a word of mouth customer service horror story than a positive tale.