Commenting on today’s Citizens Advice Bureau report which condemns the poor
service provided by call centres, Shadow Industry Minister Michael Fabricant
said:

"This report confirms everyone’s experience with call centres. Banks and
many other private companies are already changing to a more personalised
service. It is now time for utilities and telephone companies to smarten up
their act too.

"I shall be calling on Ofcom to investigate whether customers are being
charged too much for their telephone bills.

"Customers are being forced to hold on for too long for telephone operators
or are spending too long on the phone by being passed from pillar to post by
incompetent call centres. This is bad service, and costly to the consumer.
It has to end".