Quote:
Originally Posted by Flyboy
If they tell me, for the third day in a row, that every single manager in the entire company is in a meeting, I can assume that is a lie. Because there is not a business, of this size, in the world that would call every single manager it has, into a meeting at the same time, for three days running, without leaving adequate cover. Do you think that VM is that incompetent?
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OK you need to know a few things. Tmobile (and presumably other companies too) get all team leaders and above in to daily meetings. Usually twice on a shift, occasionally more - it might have changed recently but that's how it was when I left 3 years ago. The cover that's left in place would be the Senior Team Member, usually 2 on each team. These are people with numerous years' experience and have passed internal exams to prove their competency. Should a caller demand an escalation when one of these meetings is on, they'll get no further than an STM. If they're not happy at that they can wait for the TL to call them back.
So yes, it's quite feasible for a company to temporarily remove all management from the callcentre floor for meetings. Maybe VM do the same, I have no idea.
In any case I'm glad you've backed down from assuming someone is lying if they won't pass you on to a manager, to assuming they're lying if it happens 3 days in a row.
Quote:
Originally Posted by Flyboy
If I get told that the call handler cannot transfer me to someone in the UK, because they don't have the facility to do so, whereas that same morning I was transferred to someone in the UK, I can safely assume they are lying.
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I'm assuming you're talking about Indian callcentres? Don't get me started on those
