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Question of the Day: What's the most interesting small town you've visited in South Africa?
call centre hell
- Thread starter plugger123
- Start date
just my 2c worth...
I would prefer not to deal with call centre's had too many bad experiences, Esp when they say that the call is recorded and you ask for the recording, automatically it can't be found. What I did once to a mobile company - go onto their website, check the e-mail address for customer service and send then your query there, you get a faster response AND you have it in writing. Well, actually the first time they didnt respond, had to send it like 10 times. But I won in the end....
I would prefer not to deal with call centre's had too many bad experiences, Esp when they say that the call is recorded and you ask for the recording, automatically it can't be found. What I did once to a mobile company - go onto their website, check the e-mail address for customer service and send then your query there, you get a faster response AND you have it in writing. Well, actually the first time they didnt respond, had to send it like 10 times. But I won in the end....
kaspaas
Expert Member
Most probably every caller will reckon he has a burn-out problem
It would help if the "juniors" were trained and encouraged to identify more difficult issues earlier and hand them over to the appropriate people - with a call back system.
This said, a help centre must be a terrible place to manage.
just called 111 now (8.28pm), i cant load a one gig bundle via USSD or sms to 100, service my be down, i asked the lady if she can load one for me on her side, she says NO they cant load bundles, i have to do it. She then asks me what size bundle i wanted to load i said one gig, she says hols on she will check how much a one gig bundle cost's.........COME ON!!! she does not even know what the bundles cost.....
AFRICA
AFRICA
That sounds like a great idea - have a separate call queue with callback for the more experienced call centre staff, such that when a junior call centre agent isn't able to solve a problem on their own, they could 'transfer' the call into a different call queue for more experienced call centre agents, and give the customer a callback on that call queue...Most probably every caller will reckon he has a burn-out problem
It would help if the "juniors" were trained and encouraged to identify more difficult issues earlier and hand them over to the appropriate people - with a call back system.
This said, a help centre must be a terrible place to manage.