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Originally Posted by thubpt
Oh, and one more tidbit, just FYI to those of us who haven't had the call center experience, and I forgot to mention this one: We all know how bad the message system in the beginning sucks. The place I work for, you have to enter two pieces of info, on top of punching numerous options. . . . I've had to navigate it many times, and you never get where you want. We are aware. And there's not a damn thing we can do about it  But, here's a hint: To get through virtually any VRS - when the thing starts giving you options to push, try 0, or 0#, or #0 (be creative) It'll at least get you to a person. Then they can transfer you to the right place  |
I have to admit... and this isnt a personal dig, but that kind of attitude really annoys me. I hate it when you spned 5 minues to get through to a person, and then they just want to throw you back into the menu system again... and youre like "Ive gone through ten menu's to speak to you.. dont put me on hold again" - they always agree and say its just the system,,, and they cant help it, and they have to etc etc etc... and, well, yeah objectively I can see thats true... but it isnt my problem that your company has a crappy phone network.
I think the main problem is, it is horrible work most of the time, and you struggle to keep high quality people in that sort of job (or at least my company does)... good people wont do it for more than a year or so, so the concentration tends to be people "just passing through" or people who cant do any better. I have had really positive experiences... but a lot of the time you just get people who are rude and dont give a shit... and I know that it if I did their job I'd be no good at it and I'd come accross the same... but what is just another call for the call centre employee... it can be a big problem for the caller, thats casuing them a lot of frustration
And since everyone know's these fucking automated menu's are a horrible idea... why do so many call centre's use them????
The thing the poster said about giving positive feedback to the company when you have a good experience is a good idea, and I will probably do that. At work I always feedback to people's line managers when someone externally praises one of our guys, or they go above and beyond to help me... and I do it with our suppliers as well... so I guess I should do it with call centre people I speak too.