Call Centres

[Bluey]

Have you ever had a bad experience with inadequate call centre service?

Yes?

It doesn't surprise me. These places are simply a shield for inadequate management. Make a routine call and you are fine, but go outside the parameters and you encounter a series of managers and sub managers, supervisors and overlings who have no interest in talking to the general public - that's the reason they put the call centre in place!

The answer to any question not in the script or manual is "I'm sorry that's all the information I've been given". Ask who gave them the information, and they might pass you on to a supervisor in order to keep their call rate up to standards or be fired.

Time to stop this madness and bring back systems that allow customers to speak to the person who is actually capable of fixing the problem, not just a human version of a call menu system.

 

[Darky]

I used to work in a call centre for a bank, and the job is horrendous. Staff are under-trained and have literally hundreds of rules and regulations to remember, often while dealing with people who don't have a clue, or who are hard to understand.
Call times have to be kept to a minimum, and you have to toe the company line at all times, no matter how wrong you think the company is. Then you cop the abuse from the customer because you are representing the company.
NEVER AGAIN !!!

 

[Mobbs]

I also used to work in an ICC ... for a year ... and the work was difficult, handling queries from all walks of life.

But when I wandered from the call centre to the credit control area, I realised that receiving a call from a customer was much easier than you calling the customer and basically telling them off!

The quality of a call centre depends on the quality of the staff, management and the system.

 

[Captain Sensible]

Yep been there, done that. Lasted maybe two hours. Threatened to thump a bloke who was standing over me and listening in. Things deteriorated rapidly from there.

Fascist.

 

[servo]

I work in the largest mortgage processing centre in the southern hemisphere. It incorporates 3 call centres. (Customer service, collections & direct sales) I don't work in any of those areas.

When a customer looking for me finally gets me, after talking first to a computer then customer service, then the supervisor, then my supervisor then me, they are not really receptive to reason. I wonder why?

 

[FitzroyJamesDio]

I heard a lot of bank and telecommunication call centres for melb. are now based as far away as india..thats just ridiculous

 

[Mobbs]

The same is also true in reverse, FJD. Some overseas utilities use aussies for THEIR call centres, based here.

 

[FitzroyJamesDio]

mob id beleive it...from what i hear the aussie call centres pay ********..slave labour ?

 

[servo]

I wouldn't call the pay ********. In the call centre with my mob they get up to $35k with the possibility of a "professional" bonus of $5k for superior performance.