Why do people hate call centers? What is it about call centers that make them a user experience nightmare?
Call centers are clearly an effective means of doing business, otherwise they wouldn't exist (capitalism 101). They make money, the agents are generally nice and the customer gets what they want relatively quickly.
People are visual; we have a hard time keeping up with and remembering auditory cues and information. The lack of visual progression in a call leads to user frustration.
Additionally, according to this article, call centers are constantly hiring, firing and suffering from employee turnover. Does a lack of agent experience, and an inability for an agent to think creatively and "bend the rules", lead to inefficiency when on a call?
I have no direct experience with call centers but I develop software that integrates with them, so this is essentially market research for me.