Call centre users 'lose patience'
One of the things that really drives me up the walls is a call centre
Quote:
"...the next available representative will be with you shortly..."
A BBC article shows, surprise that we do not like call centres and are becoming more petulant when we have to use them
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Customers trying to get through to call centres are getting impatient and quicker to hang up, a survey suggests.
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call centres also saw a sharp increase of customers simply abandoning calls, she says, from just over 5% in 2003 to a record 13.3% during last year.
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call centres have a high "churn rate", with nearly a quarter of workers throwing in the towel every year, which in turn forces companies to pay for training new staff.
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There are "no big differences in wait time and call resolution" between call centres based in Europe or North America and those in developing countries around the world.
- Y! MyWeb
If you would like....
"if you would like to speak to someone who is really nice, but wont be of any use to you in your query, press 1 now"
I rang up Dell last week and I got routed to Asia, which is fair enough, but I could not understand the lady I was talking to, her english was not up to the task. I got nowhere fast until I was routed back to Ireland (almost as difficult to understand :))
Save money....lose customer service imho
Hehe
When in China I had a problem with the laptop and decided to call Australian office rather then the Hong Kong office to avoid language difficulties. It was only after the young chap in Australia had fixed my problem that I learned he was originally from China. Oops!
In Aus they are playing with Speech Recognition to direct you to the correct department which is making a lot of people, including me, very annoyed. Some companies are playing on this in their adverts stating that is you call them you will only speak to real people.
Thankfully I live in Poland w
Thankfully I live in Poland where the concept of a call centre is still not widespread.
Occasionally I need to call the UK/US, and landing in a queue is enough to set my stomach churning. Thank God for Sykpeout, otherwise each call would cost me an arm and a leg. Skypeout is a double bonus because I can carry on with my work on my PC whilst I am in the queue.
The concept of a call centre is fine - economies of scale, but queuing stinks. If you need to wait over a minute the company is going to lose goodwill. Some people's phones are chained to one spot and being in the queue means chaining the person to the spot for 20 minutes or more. Give me a busy tone or an answer machine with a callback option any day.
A Minute Would Be a Joy
I'm getting used to waits of well over ten minutes. My ISP (which is also my phone and cable company) went from about 30 seconds to five minutes over the past few years, and now they give you about 5 minute's worth of having to enter data into your phone before you even get to the proper queue.
One of my hosting companies lost its head of customer service and within a week wait times during some times of the day went from about 2 minutes to 15. Ol' Gib wasn't there to crack the whip anymore. Either that, or they just laid off most of the call centre staff.