I bang my head with outsourced call centres - is it just me???

chomsky_2

tafer2uk wrote: »

I have to say, as I get older and (touch wood) more financially secure, I have started to no longer jsut go with the cheapest any more when it comes to certain products or services.

I do now try and research how their customer services rate, where the call centres are based, are their numbers freephone etc...

I am growing tired of the constant battles with cheap and not so cheerful companies happy to take your money but then stick two fingers up at you when a problem arises.

This is a really good point, I didn't even think about this. I didn't imagine I would ever have to use a call centre for a Debenhams store card as I pay the balance every month on my credit cards/store cards and stupidly assumed any problem could be sorted out in store, so I didn't foresee a problem. Will be sure to do my research next time!

tafer2uk

chomsky wrote: »

This is a really good point, I didn't even think about this. I didn't imagine I would ever have to use a call centre for a Debenhams store card as I pay the balance every month on my credit cards/store cards and stupidly assumed any problem could be sorted out in store, so I didn't foresee a problem. Will be sure to do my research next time!

Thanks, although I hope my post didn't sound like I was having a dig at you or anyone else. It was just more an observation on my part having likewise been messed about by various companies.

chomsky_2

Oh not at all, I just think its good advice you have given. I will do some proper reserch for any credit product I have in future now, as dealing with Debenhams so far has been beyond awful!

magpiecottage

chomsky wrote: »

Oh not at all, I just think its good advice you have given. I will do some proper reserch for any credit product I have in future now, as dealing with Debenhams so far has been beyond awful!

Did you know you can take them to the Financial Ombudsman Service?

Tell them:

1. Your complaint is now governed by the Consumer Credit Act 2006
2. You do not have to put your complaint in writing
3. If they cannot resolve it to your satisfaction by the end of the next working day then the matter must be referred to their written Complaints Procedure
4. That procedure requires them to acknowledge the complaint, in writing, promptly and to ensure that a person with sufficient skill and expertise to investigate it fairly does so
5. That they must, within eight weeks, write to you either confirming their conclusions and what, if anything, they propose to do to resolve it or why they need more time
6. Either way, they must also provide, free of charge to you, a copy of a booklet published by the Financial Ombudsman Service and inform you of your right to ask the Financial Ombudsman Service to investigate your complaint.

If they do not know how to investigate the complaint you can always point them in my direction!

I_luv_cats

fluffnutter wrote: »

I read this at the weekend. Quite interesting. But we'll never get rid of call centres; they're cheap. And if you live in a society where the consumer is king, then cheap is what you get...

http://www.guardian.co.uk/money/blog/2010/apr/10/call-centres-treating-customers-staff-fairly

I worked in a call centre 5-6 years ago.
We were promised we would never have back-back callers.
In the end I had to leave as we were told to deal with the paperwork/computer input when it was quieter/downtimes.
This policy certainly lead to mistakes. I would rather deal fully with the customer whilst they were on the phone and then move on to the next!! How can you remember entirely the case, what you had to input and send out in the post !!! ???

fluffnutter

I think everyone who works in one deserves a medal. I'd hate to be ranted at all day.