CALL CENTRE AGENT FAMILARITY A MAJOR TURN-OFF
What's worse than a call centre agent ringing right at dinner time? A call centre agent ringing right at dinner time and then repeatedly calling you "Angus". The aim of that approach seems to be enforced familiarity, but it turns out that neither customers nor call centre workers enjoy the experience. Because most call centre staff are trained to use an ultra-social, North American approach, the whole thing quickly goes astray, according to a new Oxford University study. As researcher Dr Katrina Hultgren explained to the Daily Telegraph:


The problem is that agents are under pressure to process customers as quickly as possible, so they are inclined to opt for ways of creating rapport which c