Tricks to talk to a human

gromituk

Yes, I'm sure the above applies in some cases, but not in all, as you say, and is self-evident to some of us who use some of the get-arounds.

And it's obvious that companies are going to respond to sales calls (esp. if on a cheaper number) with a higher priority than customer service calls, so if the same operators are used for both (very likely as call centres often use the same operators to handle calls from different companies!) then by calling sales you're likely to jump the queue. Of course there are technical ways to stop that working but only if the companies get their fingers out and stop that happening.

The shocking thing about all this is that companies which use chargeable non-geographical numbers (0845, 0780, 0781, and upwards) have an incentive to keep you on hold for as long as possible, because it makes them money while you sit in the queue. The whole system is rotten, and I hope Ofcom does something about it.

scheming_gypsy

Again i can only say from the way our company works

gromituk wrote:

And it's obvious that companies are going to respond to sales calls (esp. if on a cheaper number) with a higher priority than customer service calls, so if the same operators are used for both (very likely as call centres often use the same operators to handle calls from different companies!) then by calling sales you're likely to jump the queue. Of course there are technical ways to stop that working but only if the companies get their fingers out and stop that happening.

We take calls from other companies as well as our own. The sales calls are answered in the same way and only have a small team dealing with it and only deal with sales calls.
We have plasma displays showing all queuing calls and as everything is service level based they need people available to take calls especially when they are going to miss the service levels. If people queue for ages at our place it's down to huge call volumes and not attempting to earn extra money.

The shocking thing about all this is that companies which use chargeable non-geographical numbers (0845, 0780, 0781, and upwards) have an incentive to keep you on hold for as long as possible, because it makes them money while you sit in the queue. The whole system is rotten, and I hope Ofcom does something about it.

Not all companies, what you might not be realising is that non-geographical numbers aren't used as money earners. We deal with major insurance companies and a lot of the business is contracted. We beat another company and take over the contract or buy out a business. What's easier? sending out mail shots to every affected customer or to change the deliver to number that the non-geo number points at?
One of our generic deliver to numbers takes calls from over 30 different clients, sometimes these go into the client first and then route to us after the IVR asks them what service they require, claim, admin, sales etc. Or they may go through to our head office for the same options before reaching us for a claim. If the customer obtains the sales number they'd then get routed from an op at x company to us and still get put into the same queue.

Again, some companies may do it but i can only comment on how we do it.

gromituk

If you have a dedicated team for sales calls, then I agree, trying to get customer service from sales won't work (although it might cost you less money if they will transfer you to a customer sales team which is normally accessed via a more expensive number).

It's a fact, though, that non-geographic paid numbers earn money for the terminating companies. It is therefore a fact that these companies make money out of their callers by keeping them on hold, because it costs them a lot less to play hold music and insincere apologies than they get from accepting these calls. This revenue stream will be factored into the business decisions. So, for example, the call centre operator will be able to give a discount for a lower level of service, knowing it can make up the difference from customers in the queue.

I agree that there is the added convenience of not having to change the numbers when they are routed to a different destination. But the same advantage is gained from using 0800 numbers, which don't make the operator any money. Of course these cost the operator a small amount, but I don't believe there is a cost-neutral solution. Therefore, one definite conclusion is that the operator is making pure profit out of anything more expensive than an 0845 ("lo-call" - ha ha) number.

gromituk

It's difficult to know what a fair solution would be. Something that would be close would be a fixed price per call (like some directory enquiries services?) - assuming that call got to the front of the queue. Then there would be an incentive for the operators to keep the queues short rather than keeping them long or just letting them get long, and an incentive for the callers not to call constantly for no reason.

One thing I can ask you as an employee in this field - why are there so few systems which tell you your position in the queue? That is far more valuable to the caller than any number of patronising recorded messages.

AP

Looks like the information that everyone wants is here:

https://www.quickbase.com/db/ba773tcmj?a=q&qid=18

scheming_gypsy

gromituk wrote:

One thing I can ask you as an employee in this field - why are there so few systems which tell you your position in the queue? That is far more valuable to the caller than any number of patronising recorded messages.

money probably, our system as it is won't do it. We'd need to invest in an external IVR with the capabilities.

gromituk

You like your TLAs - what's this IVR?

scheming_gypsy

Integrated Voice Recognition. Bit of a crap name for it as it responds to button presses and not just voices.

Redrum_2

Special Mail Services are the company that most banks, and a lot of ticket agencies, use to courier their cards etc to customers. The standard times - only deliver on a weekday between 9am and 6pm - applies, so most people return home to find one of their cards on the doormat

Calling the automated number - 0870 950 1000 - basically leads you to a voice recognition system whereby if you want the package redelivered to another address, you have to verbally give the address. This is a pretty clunky system and doesn't inspire much confidence in getting it right

So, you can either go on the web (https://www.specialmail.co.uk) and arrange for redelivery on an online form, but again this doesn't inspire much confidence that they'll actually do it

My preferred option is therefore - as soon as you hear the recorded voice, press '0' and you'll go straight through to a real-life human being who will deal with your request and confirm that it's been done

I've done this maybe a dozen times and it's always worked perfectly for me

dollop

From ITV/thismorning website:




Telesales Revenge

07/02/2006



General cheats

These are cheats which often work if there isn't a specific cheat listed.

Press 0 (or 0# or #0 or 0* or *0) repeatedly, sometimes quickly. Many IVRs will connect to a human after a few "invalid entries", although some IVRs will hangup.

Say "get human" or "agent" or "representative" or shout your favourite four letter word! If these are not programmed, the IVR might again connect you to a human after a few of these "invalid entries".

Just hold, pretending you have only a rotary phone (the old fashioned one with a dial).

Connect to sales; they always seem to answer quickly, then have them transfer you to the department you need.

Specific UK cheats

Virgin Trains - 08457 222 333 - when the system starts simply say "AGENT" and it will put you through to an advisor.

Lloyds TSB Credit Cards - 0870 010 6622 - customer service line. When asked to say your 16 digit card number, just say "AGENT" as well, and you will go straight through.

Alliance and Leicester - press 0#0#0#0#0 repeatedly until you get a ringing tone.

Tesco - (0800 591 688) - when prompted to select an option - do NOT press anything - do this every time you get a prompt. The system will think you have an old fashioned rotary phone and take you straight through.

Currys - (08701 545 570) Press # - when told that option is not available press again. You may need to do this a few times.

PC World - main number is 08702 420 444 - press * then the 4 digit store number (which is on the top of your receipt) i.e. 4802 for Gloucester, then #, and you will get through to your chosen store.

BT - (0800 800 150) - Just press * whenever you get a prompt. Ignore the operator when it says that the shortcut is invalid and press again. This will take you straight through to a ringing tone and an operator.