IT causes call centre stress

13:00 11th August 2008

Call centre workers see poorly performing IT hardware as more stressful than customers' complaints, according to new research.

The Sabio-commissioned survey, carried out by YouGov, disclosed that 48 per cent of contact centre workers said that slow, unreliable and poorly integrated IT systems were the most annoying or stressful part of their job.

Specifically, 56 per cent of respondents said that slow systems, with applications crashing and systems freezing caused stress, while 20 per cent said that over complicated processes that were not user focused caused them problems.

Kenneth Hitchen, director at the consultancy firm Sabio, said: "It is rare that we actually listen to what the contact centre agents themselves are feeling.

"But when it comes to IT where we're not providing them with the tools to do their jobs well."

Last month, Datamonitor disclosed that the UK is among the most expensive locations to have a contact centre in the world.

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