rude call centre customers!

fudgeukraine

kenshaz wrote:

Why do call centre staff tell you that teir line manager is not available,put when you insist they appear,they should not tell lies,no -one pays enough to do that

At my place of work, there are managers available, however they genuinely do have meetings daily when they are unavailable for an hour, then the amount on staff varies depending on the shift. My managers are more than happy to take calls. However, 99% of the time, I have explained the situation to the customer and what the options are (and I genuinely want to help - what's the point of screwing around doing nothing as it just means they're more !!!!!! and we'll have more work to do fixing the prob in the end) but they aren't prepared to listen to my advice, so waste 30 mins of my managers time who just reiterates exactly what I have said with little else new in the conversation and wastes 30 mins that I could use to help people who genuinely need help instead of refusing to accept the situation (and often, take the blame for their own actions, such as admitting not checking their bills/bank statements and blaming us for not notifying them when it is clearly displayed on the invoices/reminder letters)

_Andy_

kenshaz wrote:

.0800 CALL CENTRE STAFF HAVE TARGETS.ie sales
We all know that they able to transfer,and terms and conditions do not say that you cannot ring as an existing customer and be trasferred.The problem has been created inhouse
Why are sales staff so rude ,they represent the company and as such should be helpful and polite,and forget promotions and targets,strange how they become helpful when you are buying,they are usually selected because they are extrovert,I feel that companies should make random calls to check attitude

So, what, ALL sales staff are rude are they? Pretty ignorant comment to make. They should 'forget promotions and targets' should they? And perhaps forget their bonus at the same time?

I'm assuming when you say companies should 'make' random calls that you mean listen to random calls..well, surprise, surprise, they do.

'They are usually selected because they are extrovert' - are you some expert on direct sales recruitment? 'They' are 'usually selected' because they are confident on the phone. You'd be surprised how many succesful direct sales (phone) staff aren't at all extrovert.

_Andy_

Nice one fudgeukraine, like the analogy!

Contains_Mild_Peril

The Tesco analogy breaks down when it comes to 0800 vs 0870 numbers. If Tesco's butcher counter charged more for the steak than if the customer were to persuade a member of another departmetn to get it for them, would they go straight to the butcher's counter then?

steve_cov wrote:

I'm afraid I have no sympathy for anyone in a call centre,

Then I hope you don't expect anyone in a call centre to have any sympathy for you. You sound as though you are judging them all on the actions of those you've dealt with to date. I'm sure a lot of calls would be much easier if both parties started with the assumption that the person on the other end of the phone would be polite and helpful.
You may feel that even those who have done nothing wrong do not deserve your sympathy because dealing with difficult customers is all part of the job, but the fact that they are doing that particular job doesn't necessarily mean it's the type of job they wanted.

steve_cov wrote:

I will not stand for rudeness, insultingly substandard grammar or "computer says no".

What exactly is "insultingly" substandard grammar? I would be very surprised if they do it just to annoy you. You may have a good education and natural linguistic intelligence; not everyone is so blessed. The grammar issue should not be a major problem unless it actually makes it difficult for you (with your superior skills) to understand what they're trying to say. Otherwise, why be so judgemental?

grex9101

Contains_Mild_Peril wrote:

What exactly is "insultingly" substandard grammar? I would be very surprised if they do it just to annoy you. You may have a good education and natural linguistic intelligence; not everyone is so blessed. The grammar issue should not be a major problem unless it actually makes it difficult for you (with your superior skills) to understand what they're trying to say. Otherwise, why be so judgemental?

As a taxpayer, he will most likely have funded the education of the person he is speaking to. There is simply no reason for grammar so poor that it impedes the understanding of one of the parties to the conversation.

nenya

Has steve ever thought that the computer is actually saying no? And does he even realise how frustrating for the agent when the computer does say no?

Probably not - computer say 'no' *cough*

catch22

Actually, I think it is about time a thread was dedicated to telling all of us which companies use UK call centres or foreign ones. I for one have decided never to buy a product or service that has a foreign call centre, spent four hours this week on the phone, never again.

kenshaz

_Andy_ wrote:

So, what, ALL sales staff are rude are they? Pretty ignorant comment to make. They should 'forget promotions and targets' should they? And perhaps forget their bonus at the same time?

I'm assuming when you say companies should 'make' random calls that you mean listen to random calls..well, surprise, surprise, they do.

'They are usually selected because they are extrovert' - are you some expert on direct sales recruitment? 'They' are 'usually selected' because they are confident on the phone. You'd be surprised how many succesful direct sales (phone) staff aren't at all extrovert.

If you refer back to my post you will realise to your cost, that the word ALL was not used.Please do not associate my post with your description.
The response you have made, confirms my perceptions of call centre sales staff,I suspect that you refer to your customers as pretty ignorant.
The customer is buying a service and should be treated with respect,frustration generated by complex telephone selection systems and staff on targets and bonus is all inhouse created,and the problem lies with your employer and the rush for bonus related pay.

ianian99

kimith84 wrote:

but unfortunatly its a steady job and pays more than factory work, store work, bar work or any other readily avaiable work!!
if call centres changed all no's to 0870 you would need to phone them!

no we'd use saynoto0870 and find the geographical number

steve_cov

fudgeukraine wrote:

If I go to Tesco and I want a Steak for my dinner, I go to the butchery department. I don't go to the bakery or the tills, or the fruit and veg aisle, then demand that the staff there bring me one as I refuse to go to the butchery dept.

The analogy doesn't work since supermarket staff are likely to bend over backwards to help the customer and will bring them the food they desire.

Maybe it's face-to-face contact, or maybe it's a work ethic or the ethos of the employer, but the standard of service is infinitely higher in retail than in most call centres.

The last time you asked someone in the supermarket where the [product you couldn't find] was kept, did s/he show you to the correct aisle, or even to the shelf? I bet s/he did. Can you honestly say the same about the last call centre you spoke to?