I agree with you, Shaun. I'm not saying that what goes on at a lot of call centres is
right, just that it does go on.
Quote:
Originally Posted by Shaun
Oh and if the call centre is run properly the management (well some of them) should be plugged into a hunt group (read: "call distribution queue") for easy access by the agents.
|
(Ah, hunt group then. I wasn't sure if the term ACD is used in this country?) Bold, underline, and italics added by me. I fully agree with you there. As a customer, I want it to be easier to speak to a manager, if 1st line or whatever has been unable (or unmotivated) to help me. As a call centre rep, I want it to be easier to access a manager to escalate a call to after I have done all I can for the customer. It'd be great if things changed, but the business model a lot of call centres seem to be based on doesn't allow much for customer satisfaction, just the quick and "efficient" processing of calls. Perhaps they think the loss of revenue from clients who took their business elsewhere is less than the money they would need to staff extra managers to take calls? Who knows.
Quote:
Originally Posted by arcamalpha2004
I dont have to perform some kinda butt licking to get decent service and when a problem is reported have it sorted the first time every time, and not be lied to with the promised call back which then forces me to call retentions!
The fact is NTL dont give a toss about even half decent customer service, until this is sorted they will fall behind further.
The only good thing ntl give me is the broadband, I would not trust them with the tv service, botched up boxes, never off the phone reporting freezing up etc, and dont even ask me to go back to their sub standard phone service.
|
Ah, the elusive 'call back'. I'm usually wary of those from most companies, but with NTL I've had almost no success of getting called back!
No, they don't seem to care, as a general rule. I don't know what would work to give them the kick in the butt they need to start sorting things out from the bottom up. Clearly there are reps (both here, and when you call NTL) that are helpful, polite and efficient.. but they seem to be in the minority, as far as I've personally seen.
Broadband is the only thing NTL haven't managed to mess up for us, yet. (We've still got 'em for TV and phone because they finally got em working right -- but if that changes, I think we're off!)
Quote:
Originally Posted by lostandconfused
i'd also like to add that i have never transferred a call to somneone on my team posing as a supervisor, i just know it does happen and i can understand why in some situations.
|
At the place I worked where this went on (it was even unofficially sanctioned BY management that this be done -- hey, if they make the reps pretend to be managers, the REAL managers don't have to work as hard, eh?
), I would mention that there was a more experienced/senior rep than me who may be able to assist further, as the manager was unavailable/not going to take the call/whatever the issue. It meant that I could escalate the call without having to lie about who I was escalating it TO. (And I'd be assured that the person senior than me would be able to help -- and right away -- instead of waiting for management to get around to it.)
Even if the senior rep had the same account access & etc as me, and even if they didn't do anything different than what I would have done, sometimes it did help the client feel more secure that their problem would be sorted properly to know they'd gotten someone a little 'higher up' on the food chain. Plus, it meant that I didn't have to butt heads with someone who I couldn't help because they wouldn't let me.
My point in posting the 'pretend managers' thing wasn't to point and laugh that this happens to customers, but to warn people that it goes on! I think having worked in a call centre has turned me into a more demanding customer. If I get transferred to a manager too quickly (as in, before being asked for more info, or anything), I generally assume that they're pulling the pretend manager trick, give them a general idea of what my issue is and ask to speak to THEIR manager. It's stupid to have to 'play the game', so to speak.. but hey, whatever works, hm?