Businesses 'like speaking to a real customer service agent'

Firms prefer to speak with a real person using contact centre software when phoning suppliers rather than an automated machine.

This is according to Stuart Brennan, a spokesperson for power company Ecotricity, who told online publication Green Wise that customer service is important for his organisation.

"Business customers appreciate the fact that when they call into the business number, they speak to a real member of the team (not an automated voice service), who will endeavour to resolve their issue within that call," he told the news provider.

He said the focus on the experience of the consumer meant the number of companies buying power from his firm grew by 32 per cent between September 2010 and 2011.

Indeed, the publication highlighted a recent report by Which? magazine called Energy Complaints, which showed the highest customer service scores in the industry went to smaller players like Good Energy, Utility Warehouse and Ecotricity.

Many businesses in this sector could be taking a lot of calls from consumers at the moment, as uSwitch.com recently noted the average power bill is now £1,293 per year.

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