Quote:
Originally Posted by nffc
Yeah... if everyone did that, in most call centres there would be more supervisors than normal call agents.
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At a few call centres I've worked at, when a client was flat-out refusing to give any details and just demanding a supervisor, quite often they'd just be transferred to another agent who would pretend to be a manager to get details of the issue, and then (if necessary), would escalate to "the 3rd level manager", as we were not permitted to escalate issues without trying to assist/getting more information about the problem. I remember those methods when have to call customer service/tech support departments. I'd rather take a few moments to explain something than speak to a pretend manager!
