Quote:
Originally Posted by Peter_
Most don't and as a manager have no real need to have product knowledge so as above apart from them stating they are a manager how can you be sure they are actually a manager as quite often the so called manager who takes over the call is just another agent who may be more experienced than the original agent nothing more.
Try to remember you are not sitting face to face with that person so you are relying on them being a manager because they told you they are a manager.
If you do not work in this field then you are unaware of this type of thing until you see it first hand.
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Maybe that's your experience of it, and thanks for the condescending reply but I have worked in plenty of call centres and know how they work.
If you're saying that people are pretending to be managers, that's shoddy and frankly disgusting behaviour.. does this go on at VM?
Everytime I've needed to speak to a manager at VM, I mostly get the issue dealt with and given a direct contact number (or email) to follow up with if there is any further issues.
Am pretty sure the inbound call centre agent would not be very happy taking time out of their AHT, Inbound time etc to do all this.. as we all know how strict targets are in a CC.