Angry Customers Using Profanity Are on the Rise

CallMiner have unveiled the findings of new data analysis on the use of swear words in the contact centre.

In a review of more than 82 million calls, the data indicates that callers are becoming more frustrated with issue resolution and are using offensive language to verbalize their displeasure.

In a new infographic entitled “What the %!#* Is Going On”, CallMiner outline the critical issues related to the use of swearing in the contact centre.

Key findings from the analysis include:

  • The most common swear words used in the contact centre include  f*ck and (bull)sh*t at 23% and 22%, respectively.
  • 87% of calls with offensive language contain swear words throughout the duration of the call.
  • Calls with instances of swearing are on average 8.3 minutes longer than those without.

Read the complete article here.