VENT: Call Centre Managers. . .

pmduk

As someone has said, the 3 call centres are the worst I've ever come across. Their management are aware of the problem and have said they won't move them

PZH

Esqui wrote: »

It's them Northerners. They don't talk proper.

:rotfl::rotfl::rotfl:

PS: I am a Northerner (despite now living further South) :beer:

talulahbeige_2

Call centre managers can only recruit quality staff if quality staff apply!


Virgin Media - when we finally got an engineer out to one of our many Virgin problems he said that all they care about is getting the customer off the line for their stats. I have to wonder if they look at repeat call stats but I'm guessing not!

Some call centres are helpful and do know there stuff. Ok some people might have a problem every now and then but that is usually down to insufficient training for that specific call handler. How can they adress the issue if people dont feed back to them on the call handlers?

RHemmings

PhylPho wrote: »

. . . and anyone else running 'Customer Services' departments.

Question: do any of them ever telephone the departments they head to see if they, as a customer, can make head or tail of what's being said?

I'm now on day three of a Customer Service endurance test whereby the information I provide is repeated back to me in an accent I cannot begin to understand and the query I raise is likewise repeated back in a form that's utterly incomprehensible.

It still seems the case nowadays that excessive political correctness means no-one is ever allowed to comment on the suitability or otherwise of someone to work as a call handler.

You can complain all you want about a product that's unfit for purpose, but a person whose telephone voice renders 'em unfit for purpose. . .

Not a chance.

Grrrrrr. :mad:

It would be interesting if you could record some of these calls and post the links online. That way we'll be able to hear first-hand the difficulties you are having.

In the meantime: http://www.youtube.com/watch?v=75wJagI_oWM

jimbms

Going from the other side, we not long ago was involved in the analysis of calls to call centres, not Indian but here in the IoM, where all personel spoke English and was educated and trainded to a high standard, whilst the majority of calls had been handled in a civilised and efficient way, less can be said of the callers, over 60% of calls where either illegable or abusive, in a lot of cases callers did not give essential details like name and address and description of the goods/complaint and got abusive when asked for these, in many cases the caller was also either holding a conversation with another person or listening to a TV set, many callers when asked for informations did not seem capable of giving anything but the most basic of details. When a call was recieved from a person who did make the effort to have detaials on hand, paid full attention to the call and acted in a polite civil way then 98.7% of these calls were resolved in a way satisfactory to the customer. So before you actualy call the level of customer service teams it would be advisable to look at the intelectual level of the average caller.