call centre waiting times

chipmunk

IvanOpinion wrote:

Its strange that, because the two call centres that I have always found to be excellent are Abbey and American Express ... maybe it is just the luck of the draw?

ivan

American Express, yes, fantastic, should be the benchmark for call centres ......... Abbey :rotfl: you must be joking, right ?!

grex9101

keira wrote:

I'm ashamed to say that i worked for British Gas in one of their call centres and the reason that customers are waiting so long to be answered is that Advisors are under extreme pressure to sell on every call. This can be Gas, Electric, Homecare packages or Talk Talk telephone service. Failure to sell means going down the disciplinary route. I got out because I feel that the Customer Service side is more important. The staff are under so much pressure that sickness levels for stress are unbelievable. Due to staff shortages there are not enough Advisors to answer calls.

I'd imagine it's the same with most call centres. Customers are seen as big fat cash cows to be milked dry.

hula-hoops

From 2008 companies will no longer be able to make money from their phone lines.

It is often the case that the majority of calls to call centres are unnecessary. Reading the terms and conditions and checking the company's website will usually answer most queries about a product or service. Over 50% of the calls received by the customer services call centre of the company where I work are for questions that have already been answered in the information on the back of each invoice.