Research conducted by Mintel found that only 5% of 2,000 people surveyed had never experienced problems when phoning a call centre, while 60% of people questioned had been frustrated by having to wait in queues.
Summit Consulting & Training, which advises call centre companies, has said that the call centre industry needs to look at ways of dealing with poor performance.
Scott Watson, performance director at Summit, said: "There are many reasons for what is considered inferior performance in call centres, such as poor quality management, inferior computer systems and the repetitive tasks that agents need to undertake. But as we have already proved many times over, these problems can quickly be turned into solutions."
The threat of overseas call centres encroaching on UK markets can also be dealt with, according to the Yorkshire-based company, if a long-term approach is taken to enhancing performance.
"The fact that many of the smaller call centre operations in India will not exist in a few years time should not be used as an excuse for UK-based operations to become complacent. If you want to maximise your performance and safeguard your future, you need to take action now," said Watson.
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