Report focus on Energy Company’s waiting times – How does your contact centre compare?

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Need to ring your energy provider? Then be prepared to wait, as it’s more likely to answer the phone quickly if you’re a sales call, a Which? investigation has discovered.

Which? made 384 calls to 16 different energy suppliers’ customer service and sales numbers at set times of the day in April 2014, and each time recorded how long it took to get through to a human being.

They found that 11 out of the 16 suppliers answered sales calls faster than customer service calls, and existing customers were left to wait up to 13 times longer than those enquiring about joining as a new customer with Npower and Scottish Power were among the worst.

The graphic below shows the average call wait times for both customer service and sales, for each of the 16 suppliers we called. 11 out of the 16 energy suppliers answered sales calls faster than customer service calls.

via Which? Report focus on Energy Company’s waiting times – How does your contact centre compare?.

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