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Originally Posted by orangebird
I disagree that it's irrelevant - what if they had called one of the other call centres, and the results were different?
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If you work in one of them, then of course it's relevant to you as you don't want to be tarred (and feathered) with the same brush as an underperforming centre.
But if you put yourself in my shoes as a customer (or just think of any other call centre'd company you call) it doesn't matter one jot where you're calling. There must be a standard of service that everyone adheres to if the system is to work. If one doesn't perform, it needs sorting.
You cannot seriously expect customers to differentiate between three call centres - bear in mind that many still think their calls are routed to the local office so the person answering might actually know something about the local systems and places.
In fact one of the things about routing calls to multiple locations is one of the biggest negatives to customers. You can rarely get to speak to the same person twice, meaning you have to jump through the same hoops many times - O2 is the worst for this as they seem to have thousands of locations and your call usually gets routed to the wrong department.
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Originally Posted by SMHarman
I Must say of late calling the 0800 052 2000 number punching in a random 01992 number (and trying to report a telco fault - best place to call to moan about green cabinet doors IMHO). I have got through to a person within 5 minutes each time. My experience says things are getting better.
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I agree, queues are certainly getting shorter, I'm not sure I can say the standard of care is improving though.