3 ms·
> To what end? The more time you spend with the call center, the more it costs the parent company. They don't like long calls. If your call lasts long enough
by Terretta 2y ago
> To what end?
The more time you spend with the call center, the more it costs the parent company. They don't like long calls.
If your call lasts long enough, it will get reviewed by a manager. Your class of complaint will end up on a tally.
Enough of these, and someone does something.
- catapart 2y agoExactly. Squeaky wheel gets the grease. If it were my business, I wouldn't make shitty decisions and then force an army of phone operators to run my customers around so that no customer could ever have an effect on my company, while only offering up the customer service reps as any kind of interface with the company. You want me not to bother the customer service reps? Give me a different way to interact with the company. But I'm not going to pity anyone who stays at that job (I did my time in customer service; I have the wherewithall to leave every emotion from one call with that caller). Reps should understand that the actual description of the job they are signing up for is "repeat talking points until the customer hangs up and weather their anger, until that point. if within your approved talking points - help with their problem".
- dfxm12 2y agoAs one continues to read the article, they'll see that the author "asked to be escalated to a manager who could actually make a decision". This option is more direct and you don't have to accost the call center worker. Some advice to a co-founder, if you make customers waste their time going in circles with the help desk just to get their concerns reviewed, they'll take their business elsewhere.