call centers 101
Out of context: Reply #4
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- JSK0
just as a basic
if the company is a national company, they usually have two customer response departments
front line is consumer service are trained to avoid calls at all times. they are measured by how long you stay on the phone. less time the better performance.
other consumer relations, they are smaller group who mainly deal with customer who they view as valued clients and dont want to lose their business. case in point, for cell phone, when you want to cancel your service, you get directed to these folks who has more authority.
also, all managers / supervisor has to be present on floor at all time at any shift. so if they say, they are in meeting, say you will wait for them, (mind you they are measured by short call length, longer you wait, longer their call is). if they are not there or unavilable, ask for their name and extension. unable to dial out is normal for most cases but asking for extension works. also ask for ID for this call. so you can track the calls you have made. they log every call you make in to the customer file. more call you make and hassel them, more you have it on record. once you reach the manager, tell him/her how many times you have called etc.
overseas call center. ask them to transfer you to regional. if they say they are regional than ask them a regional question.
call center "my name is bob (with indian accent)"
you "can i get a US call center"
call center "this is us call center"
you "where are you located"
call center "we are in california"
you "where in california"
call center "LA"
you "where in LA"
call center "just in LA"
you "what county?"
call center "LA is LA"
9 out 10 they dont know what county means.
they go by call center something called decision tree. they enter what you say on the call (key word) and they spit out a predetermined answer. the trick is to get a keyword or question that is not in their status.also, if you are dealing with regional US call center, dont be rude to them. I made few call center girls cry on the phone. it feels bad and they are more willing not to help you. always ask politely.
If you get a chance and try to get a same call center, and if you have resolved your issues, remember the name of the person who you talked to, than ask for supervisor, tell them how so and so did such a great job. this will go on your record. good call centers have behavior tracking log on the calls and customers. more you are polite and willing to resolve rather than bitch, you will get better service cause you will be labled as "friendly"