Rude call centre staff

kenshaz

astonsmummy wrote:

Thanx (i think)

yes i was being serious ,believe me,take it at face value

fudgeukraine

kenshaz wrote:

yes on an 0870 or 0845 number which generates revenue for the company,so you end up paying to complain

IT doesn't necessarily generate 'revenue' for the company. You do realise that the pittace generated from the slice of these calls is taken up in staff costs/technology/rates etc. A business cannot run on a slice of 2p from an 8p call! Often an 0870 number is used to (very partly) cover a fraction of these costs and look more professional: If you called a company such as Sky who probably have about 5 UK sites, then if they used geographic numbers then there'd be 5 different 01xxxx or 020xxxxx numbers instead of 1 central number. If this was the case then how would that work? would people call the first number they found and therefore result in a london site getting 1000's of calls and an Aberdeen site getting none?

_Andy_

kenshaz wrote:

I can understand that they put you in customer relations,your previous posts indicate that you are understanding not pushy and extrovert

What is so wrong with being extrovert exactly?

kenshaz

Being extrovert is an asset,but when it is applied and is in conflict with a less pushy personality,it persuades others to make incorrect decisions,information and time to reflect ,not aggresive marketing

Paul1_2

fudgeukraine wrote:

IT doesn't necessarily generate 'revenue' for the company. You do realise that the pittace generated from the slice of these calls is taken up in staff costs/technology/rates etc. A business cannot run on a slice of 2p from an 8p call! Often an 0870 number is used to (very partly) cover a fraction of these costs and look more professional: If you called a company such as Sky who probably have about 5 UK sites, then if they used geographic numbers then there'd be 5 different 01xxxx or 020xxxxx numbers instead of 1 central number. If this was the case then how would that work? would people call the first number they found and therefore result in a london site getting 1000's of calls and an Aberdeen site getting none?

5 sites, 2p per minute per call added to the savings of what it would cost to offer a real customer friendly experience, sorry but companies do make significant savings and profits this way. Customer service shipped abroad= even greater savings and profits.

It's worth bearing in mind that you are already a customer, have provided the company with profits and need help or service, you may wish to complain or ask a question and they make a profit.

It is possible to switch calls on geographic numbers, but a lack of profit does not motivate companies to do this.

Wouldn't it be good if these costs had to be displayed at the point of sale to enable consumer choice?

Paul1

Mark7799

It might be stretching a point to say he was rude but I just received a call from a BT call centre trying to get me to switch to BT broadband. I don't like BT internet products as in the past I've found their helpdesk staff to be atrocious but the guy on the phone today just didn't seem to listen to my reasons for not wanting to switch to BT (they obviously weren't in his script) and kept rabbitting on about how wonderful the new service was. Needless to say he didn't get a sale:p

RAMBLER

Mark7799 wrote:

It might be stretching a point to say he was rude but I just received a call from a BT call centre trying to get me to switch to BT broadband. I don't like BT internet products as in the past I've found their helpdesk staff to be atrocious but the guy on the phone today just didn't seem to listen to my reasons for not wanting to switch to BT (they obviously weren't in his script) and kept rabbitting on about how wonderful the new service was. Needless to say he didn't get a sale:p

Bless, the poor guy tried at least.. Thanks:rotfl:

ahrimaniac

Outbound sales from BT are not scripted, so that kinda blows your assumption out of the water.

Mark7799

This one sounded very much like he had a well-rehearsed patter.

grex9101

Mark7799 wrote:

This one sounded very much like he had a well-rehearsed patter.

BT don't use scripts at all. They use help files (product info etc) so they may sound scripted when relaying info, but for questions+answers, they have to use their brains!