1st/2nd class

sofa_surfer

Last week did a telephone survey for the quality of customer service of the M&S &More CC. When I mentioned there is a difference depending whether you talk to Chester centre or to their India based ones, I was told that there are plans to evaluate every customer and based on that decide to which centre the call should be put through! Remembering M&S money is operated by HSBC, the Daily Mail story mentioned on the Budgeting and Current accounts thread about the global local bank planning to do that does not come as that far fetched.

ricklecoat

One solution might be to use the No To 0870 website and make sure that you call the geographic UK number. (I'm assuming that &More Customer Service has an 0870 number or the like, but I don't know what it is, so I've not checked to see whether it is listed on that site).

InsuranceLiability

Most credit card companies work like this its all part of marketing and why you get put on hold. Do you genuinely think there is just one queue of people who are waiting for the next available operator in a call centre of several hundred people? Your call is routed based on many, many factors and variables.

Rafter

Most banks already 'score' you depending on your value to them.

So if you were a customer who paid your account in full each month and never paid any changes you would be way down the list.

If however you borrow on your card and pay insurance and take out lots of other products with them they will love you!

Problem is the ones who most want the best service are the ones who make them no money (on credit cards anyway!)

R.

[Deleted User]

I must be a 2nd class person lol, as when i ring m+s credit card/(ie HSBC partner card) i get through to an indian call centre. Although their english has been pretty good and they understood me fine.

Im also a HBOS 2nd class customer because i get though to a scottish call centre

DawnW

You might be 'second class' because you don't have all their products, but I bet you haven't lost them loads of money on defaults either:D

jamalfatty

Ive worked on these telephony systems and can tell you they are incredibly advanced, in a split second it can deduce how valuable you are to the company and route your call accordingly.
If as mentioned above, you pay in full each month and never take additional products you can normally expect to have to queue quite a while.