Tricks to talk to a human

nourishment

What is the aim of this thread?

I admit that some IVRs can be a pain but the intention is usually to get your call to the most appropriate person or give an automated response to basic questions (e.g what is my balance?).

Some points I'd like to make:

If you speak to a person, they're more likely to make a mistake than an automated service (human error). Only useful if you make money from complaining ;-)

If you get through to a human in the wrong department you'll be on the phone longer and you'll be tying up one of their agents who could be talking to another customer who needs that service. Most of the time the only way they can get you through to the right person is by joining the queue you should have been in.

The only time I'd choose the wrong option is when there's no answer on the right one.

Certainly aim for "Close Account", "Open Account", "Transfer a balance" - at the end of the day, most companies want to retain business or attract new. Avoid "any other query" options.

"Moving house" is also good as this is typically an attempt to cross-sell or retain (especially utilities).

One last point which is very important:

Some companies try very hard to hit service levels i.e. answer X% of calls in Y seconds. Common goal is 80% in 20 seconds. A way to help is to lower the priority of a queing call after it's waited over 20 seconds to try to answer the new cals quicker. The belief that it is better to hold your place in the queue rather than puting the phone down and re-dialling is not always the case!

gromituk

Good points, and the last one is interesting. I have often wondered why so pitifully few queuing systems actually tell you what position you are in the queue. (Ikea is the only one I can think of.) This might be the reason.

redux

I was impressed the other day when I called the DVLA a couple of times, and was answered within 2 rings of a single key press in the menu.

But the system seems to have changed since then, and what is worse is that it is agile, sensitive to being treated like this, and perhaps memorises the customers previous attempt at the menu. When I came to the same place for a second time, instead of hearing the same options, it merely said "Thank you for calling. Goodbye." then did not disconnect the call.

So for now, I would recommend listening to the options, even if you have to hear the same patronising info three times (you can drive a car with no tax to an MOT test - thank you, I knew that already, and have now heard it more than ten times).

By the way, the people in Swansea refused to give me the number of their local office. The man in the Post Office gave it to me from a DVLA list they had provided - it is not in use.

lynneinjapan

gromituk wrote:

Unfortunately some are wise to this [using saynoto0870 numbers] - Alliance and Leicester got in a strop when I did that, and put a "black mark" against me!

If that's their attitude then they don't deserve your custom!

rabialiones

thats unusual for all/leices. cos, my statements always come with a freefone no. on them.

CyberSurfer

Hi

I call the DVLA on a regular basis - this is what I do -
dial the number 0870 850 0007
Voice asks you to press "*" now - do so
then on next menu press 2 (no need to wait for all options to be spoken)
then press 1 (again no need to wait for all options to be read)

You are now in the queue to speak to an advisor

anyone know a non-0870 number for it ?

dc

rabialiones wrote:

thats unusual for all/leices. cos, my statements always come with a freefone no. on them.

Not unusual, cos unfortunately you are incorrect.

I think you are confusing the credit card which is NOT A&L, but MBNA, with A&L banking which of course IS A&L. The 0800 number is on the credit card statements.

The bank uses NGNs, with a Leeds number for overseas calls. There are two call centres, Liverpool (Bootle, old PO Girobank ) and Leeds, the latter being staffed by aggressive (stroppy) Yorkshire lasses who think the customer is at least an inconvenience and always wrong.
On two occasions I have been told to "SHUTUP" when trying to correct an error they had made, the supervisor was no better. Hence I am closing my account when the advantages run out.

gromituk

lynneinjapan wrote:

If that's their attitude then they don't deserve your custom!

You're right. Once the 5% current account interest expires at the end of the year, usage will drop to a minimum (to get the travel insurance). And they never gave me the promised £25 for using the credit card. Sorry, off topic!

derrick

CyberSurfer wrote:

anyone know a non-0870 number for it ?

There are a lot of no's HERE on the saynoto0870 site, just type in DVLA in the company box and a lot of numbers come up

loubee2005

Beat the 0870 and talk to a person. Phone 01253 336600 and you go through to the call centre at no extra cost to book for the winter shows.