Shocking Customer Services from Tesco Credit Card

look_after_the_pennies

I just wanted to rant on here that the Tesco Credit Card Customer Services Team is appaling. I have been on hold now for over 20 minutes and my call apparently is in a queue. Yet amazingly enough, if I choose the automated option to apply for a new Credit Card, my call is answered just like that!! Quick to get your custom but not to keep it. Unbelievable. Will be firing off a stern letter to their Customer Services department but will not be expecting an answer from them.

stephen77

SKy is quite rennowened for this as well.
Think it standard practise for lots of companies.

Do they offer you a ring back facility?

mountainofdebt

Personally I would like to know how the OP would calculate, if she were in charge, how many staff to put on duty to deal with an unknown number of calls.

Yes if you chose the automated service you will get put through quicker.

what was that saying about patience being a virtue?

shaun_from_Africa

I had exactly the same problem with Direct line motor insurance a couple of years ago.
I had to call them to get authorisation for a windscreen replacement and the phone was ringing for 20 minutes before I gave up.

I then called the number for quotations and new policies and it was answered on the 1st ring, at which point I explained the problem and asked to be transferred to the claims department. Once transferred, it was answered almost immediately as it probably showed up as an internal call.
Whay don't you try it and see if it works with Tesco?

what was that saying about patience being a virtue?

Providing decent service to paying customers should also be a virtue.

stephen77

mountainofdebt wrote: »

Personally I would like to know how the OP would calculate, if she were in charge, how many staff to put on duty to deal with an unknown number of calls.

Yes if you chose the automated service you will get put through quicker.

what was that saying about patience being a virtue?

Patience is virtue lots of people are lacking, I have been on the phone for a hour before. I was lacking a virtue then.

How long do you think you should wait then before being impateint is acceptable?

As to how many staff. As shaun is mentioning they can calculate much better if your buying something!

stephen77

mountainofdebt wrote: »

Personally I would like to know how the OP would calculate, if she were in charge, how many staff to put on duty to deal with an unknown number of calls.

I have rang one place.
They told me i was eg 49th in the queue and updated me every 5 minutes. I can at least this way guage how long queue is going to be. Then i can decide to try and ring at other times.

stephen77

worse place I rang up 35 mintues before they closed and they kept me on hold until 8:00pm. then just cut me off as it reached closing time.
I could understand if i rang at 7:59.

System

mountainofdebt wrote: »

Personally I would like to know how the OP would calculate, if she were in charge, how many staff to put on duty to deal with an unknown number of calls.

Yes if you chose the automated service you will get put through quicker.

what was that saying about patience being a virtue?

What you do is use historical call centre demand data and plan your shifts around that. Every call centre knows which times are busy and well run call centres should have enough staff to reduce the waiting time to an acceptable length.

nearlyrich

When you manage to get through they run a dreadfullly inept service anyway I took my business elsewhere around 10 years ago after a catalogue of schoolboy errors which made me doubt their ability to organise a p***-up in a brewery.

visidigi

mountainofdebt wrote: »

Personally I would like to know how the OP would calculate, if she were in charge, how many staff to put on duty to deal with an unknown number of calls.

Yes if you chose the automated service you will get put through quicker.

what was that saying about patience being a virtue?

One word.

Statistics.

There are billions of dollars a year spent on Call center management and measurement services.

tallyhoh

I worked in a call centre for a while & it is standard practise. New business is always given priority.

I didnt stay long.