For those more used to hearing hold music than speaking to customer-service staff about a problem, the Phone Rage Index has been a long time coming. Launched this week on consumer website PleasePress1, the index flags up a range of flaws in the phone-enquiries scene that have turned call centres into “stall centres”. Many of the complaints from customers and clients cite dozens of unnecessary and often ambiguous options, plus tedious introductions – especially from large companies who have the money and resources to produce simpler and clearer systems.

Phone-rage issues are not merely matters of annoyance – they cost money. A lot of it. PleasePress1 found that UK customers could be losing up to £100m in phone charges every year. Her Majesty’s Revenue & Customs (HMRC) was the biggest culprit, with the government department’s astonishing 400+ telephone-menu options wasting more time than any other organisation.

Created by the website’s founder Nigel Clarke, the rankings – which will be collated every month from now on – are aimed at shaming these bodies into changing their inbound telephone services. “As customers,” Clarke said, “we’re often on the receiving end of ‘stall centres’ that seem determined to keep us on the phone for as long as possible.

“Even larger companies with understandably complex departments have no reason to send customers through a maze of choices, only for many of them to end up confused and in the wrong place. It’s self-service with limited guidance and no guarantee of a result. That wastes time and money.”

Top 10 Stall Centres

1. HMRC
2. Ford Motors
3. Lloyds TSB
4. Halifax
5. Co-operative Insurance Society
6. Transport for London (TFL)
7. Direct Line Insurance
8. Churchill Insurance Company
9. Ticketmaster
10. Student Loans Company