In a recent Ouch Point study from Opinion Research Corp, one in five US respondents, or 20%, cited hard-to-understand customer service representatives with thick accents as their biggest frustration in dealing with customer service departments. Coming in at a close second (17%) was the length of time it takes to get through to a representative. The study also found that 14% cited frustration with representatives who are not knowledgeable about their organization's products, services or processes. Another 13% were frustrated with being transferred to the wrong person or the wrong department. Another 9% of respondents were frustrated with representatives who promise to follow through and don't, while 8% were frustrated over representatives who are not empowered to handle a situation.