SMEs face ‘cost-of-working crisis’ Eight in 10 small businesses are facing a “cost-of-working crisis” due to poor customer service from suppliers, according to a survey by telecommunications provider TalkTalk Business. On average, SMEs spend 16 hours a month calling supplier customer service teams, which 62% said results in less time spent focusing on their core business. The most common issues faced include not having issues dealt with in one call (44%), being kept on hold (55%) and being passed between customer service agents (48%). Businesses said speaking to the same agent (41%), speaking to a human customer support agent over an automated one (54%), and speaking to someone who understands their company ethos (36%) would enable them to overcome cost-of-working issues more effectively.