pimmo2000

iTrader: (6)

When you call up for help or to order something do you feel you are talking to the company? Do you take out your anger on the person who answers the phone?

lozgti

Funny how 'progress' has become so annoying.



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Scooby Snacks 23

I think we all fully understand the concept of an outsourced (offshored) call centre - to save money, period.

However, what really annoys me is when the savings isn't then passed on to the customer. Prime example, car insurance companies - your premium goes up by, say, 15%, yet customer satisfaction drops by considerably more.

*Sonic*

Depends on if I feel like I am getting the answers or help that I need

Sometimes I take my anger out on the person I am speaking, but apolgise afterwards, mainly it would be the venting off and lack of assistance etc that causes it anyway

an example, I phoned Telewest to ask why my Internet & phone had gone off, and when were the engineers coming back to finish the install they had started 2 days earlier, and got told I had been cut off for non payment

understandably I wasnt impressed, this went on for a week or two, so I wrote to the chairman / md & watchdog

I got some big boss come to the house, and got 6 months free phone tv internet

pimmo2000

iTrader: (6)

not 100% sure what the first two posts were about... but Sonic, my g/f is the same, she screams and then says sorry

I was just interested in the general feeling, I actually work for Telewest broadband support and the number of people that think its my fault.

If a customer is nice I will go out of my way to help, if they shout I stick to the rules and most times that means theres not much I can do.

*Sonic*

tbh I only start jumping up and down if i feel like I am getting nowhere

but I always apologise, as I know 9 times out of 10 it isnt the person you are speaking too's fault

I work in IT and I come under fire from customers 'just because we are on site' and have 'obvisouly changed something'

David Lock

I find the expression - "Look sunbeam, I know it's not your fault BUT........."

is well used in this house

Shark Man

Its a bit of both imo: Employer and employee.

You get some call centre workers who do nothing but pass the buck. Either because they don't know what they are doing, or don't want to handle your problem. Granted there are ones who go out of their way, but they are a endangered species.

Then of course, you have the employers who employ them and failing to ensure they are doing their job properly, outsourcing their work without paying attantion to quality of service, using mind numbing calling scripts which are so ignorantly written that you cannot express your problem and the person taking the call can't do anything about even if they wanted to.

I actually suffer telephonophobia because of it. I just cannot deal with the amount of time I waste and the fustration involved. I do everything I possibly can face to face or online.

jaytc2003

iTrader: (1)

i used to work in a mobile phone call centre in warrington on the technical helpdesk, and if customers came on to me very irrate and angry I would be less inclined to help them (if they required a loan phone etc), however if someone was "normal and polite" I would help them as much as possible. The thing is with a lot of call centres these days you are targeted on volume of calls you take, average duration of call and other silly things, the pressure for the workers can be immense and this causes them to "rush" their calls which further adds to the problems. This all stems from the management however it is rare for them to take calls, usually it is a "buddy" sat next to you who assumes that role.

So I am saying I dont take/vent my anger at the worker unless they work for BT or British Gas

Matteeboy

I blame people who can't spell the word "centre"

jaytc2003

iTrader: (1)

damn americanisms

StickyMicky

the G/F took a job with orange to pay a few bills over xmas before shoes goes back to uni, and says nobody really cares TBH

most of them are agency staff, not employed by orange, therefore don't give a flying ****

so people can shout all they want i suppose

pimmo2000

iTrader: (6)

I've just taken 37 calls today and to be honest most of them where nice people... the support you get is pathetic though.

I do try my best to help the customer but my support is driving me to the point I wanna quit