I have ranted about this topic a few times already. Yes, I'm not happy at all with call centers.
Just when you think they can't be any worse they get worse. Recently. I have waited more than two hours and then hung up. Recently, I have tried to speak to people who have very limited English skills. I've tried to talk to people who have no clue of what they are supposed to be talking about. And worse, I have talked to people who could care less about what you want to know. The worst are those who are just dishonest little dummies.
How are call centers able to operate and be paid for such poor service? Why do companies hire call centers that are poor performers?
What really got me thinking about the call center topic again is that I've been doing income tax so wanted information on a couple of things. I could not get a satisfactory answer.
So with such incredibly poor service , I began to think about what we could do to bring about some changes.
Several changes were brought in to make the airline industry give better service in a few areas.
So why not get some regulations for the call center business.
First set a minimum time that they have to answer a call. Five minutes maximum to answer any call. Agreed? The public has a right to decent treatment . Answering a phone in a very timely manner sounds fair to me.
Then language skills testing must be developed. Call center employees must have a basic language skill so that they can be understood 90% of the time. A standard language test must be given.
Call center employees must have a good knowledge of the products they are dealing with. Call centers should have to test employees. If the employee doesn't know the product , they can find some other line of work.
So you see where I'm going with this. Call centers must perform or they face fines for poor performance.
Agreed? Now we have to get busy and complain to whoever will listen. Make lots of noise. Let's see if we can get some changes.
I called to complain about call centres, but I got put on hold. :)
ReplyDeleteOkay, that's the drill!
Delete...I agree my friend, but customer was removed from customer service quite some time ago.
ReplyDeletethat's the situation but I think customers have been rather docile.
DeleteTo get all of that the workers will have to be paid more. Are you willing to bear the cost?
ReplyDeleteI think if they had to improve they would have to be more efficient.
DeleteI agree with all those suggestions. The problem is that it is cheaper to use call centers in foreign countries, and that's too often a consideration by companies - their bottom line. They have to keep their shareholders happy. I don't like the whole business model!! Customer service has in so many cases entirely disintegrated over the last fifty years.
ReplyDeleteMoney rules everything. Somehow consumers have to rebel instead of putting up with crap.
DeleteI’ve been frustrated by several of those call centers too. It’s hard because some employees have such strong accents that I can’t quite understand, but I don’t want to hurt their feelings.
ReplyDeleteI find that since I've become hard of hearing that it's difficult to get the accents.
DeleteI've talked to numerous service center agents who appear to speak fluent English but they do not have a very high level of comprehension. It sucks.
ReplyDeleteWe had a call center in town for a few years. I knew some of the employees. It was scary who they hired.
DeleteI agree completely. Do I think it would work? No. The companies that hire these people in other places that do not clearly speak and understand the language know exactly what they are doing, unfortunately. It is sad but money is the bottom line and this is how some companies increase their profits. I wish I knew what happened to honesty and integrity.
ReplyDeleteWe have to make an effort to not accept poor service.
DeleteI suspect that a lot of call centers aren't even located in your own country, so it's hard to pass any regulations that apply to them. It's hard to regulate a center that's in India or the Philippines. Companies have simply decided not to invest in customer service. It's that simple.
ReplyDeleteHowever, those companies operate here and they would have to follow our regulations.
DeleteHello,
ReplyDeleteCustomer service is awful at most call centers. I guess we should all complain about the quality, my biggest complaint is when they do not speak English. I could insist on having a representative that spoke English to help me. Take care! Have a great day and a happy new week!
I did request another speaker one time and the guy got someone with a canadian accent so they are available.
DeleteThose are some good recommendations but I don't expect it to change. Nobody cares so we have to move along. I got frustrated with someone I could barely understand so I just hung up. Called back right away and got to speak to someone who actually helped me. I always hope I don't need to use a call centre, they are so aggravating.
ReplyDeleteSometimes the calling back takes a long time .
DeleteDealing with a call centre is akin to having a root canal procedure - worse in fact!
ReplyDeleteI hear ya. I've had a root canal.
DeleteHow could anyone disagree with a single word you have said? I certainly do not.
ReplyDeleteI'm sure the poor beggars who work call centers would probably agree too.
DeleteOf course I agree. But come to think about it, I haven't had the need to consult a call center since I got rid of my Dell computer.
ReplyDeleteOkay! What about income tax?
DeleteI like your ideas. Just the thought of having a call answered in five minutes makes me smile! I hope it happens.
ReplyDeleteWell , we might live long enough to see some improvements.
DeleteTell me where to sign! I just had an experience with a man from India last week. He was quite polite but just kept repeating what I couldn’t understand the exact same way which must be some script they memorized. Some American companies now advertise as an incentive that they don’t “outsource” their calls. I hope it catches on.
ReplyDeleteBusinesses must realize that poor service doesn't do them any good.
DeleteI rarely use a call center, but they have given me more than a few grey hairs in past years. :-)
ReplyDeleteThere aren't many places you can call directly. Here post office banks etc. all on call centers.
DeleteI like Graham Edward's comment! :-)
ReplyDeleteCall centers can certainly be a pain to deal with.
ReplyDeleteWe will have to start standing up for ourselves.
DeleteIf I ever have a call answered in 5 minutes by an English-speaking expert I'll be sure to let you know - if I don't die from the shock!
ReplyDeleteYou are so right.
DeleteVery nice rant 😀 hang in there, soon it's going to be chat bots.
ReplyDeleteThanks for visiting Hiawatha House.
DeleteBefore we switched to Apple products, I would agree with your comments because I could never understand the service reps. The difference now is that when I call Apple Support with an issue, I speak to someone in the U.S. Maybe you could consider a switch when you upgrade?
ReplyDeleteI am mainly thinking about personal business cals like banks or govt.
DeleteI try not to call anyone and do stuff online either email or online chat. Call centers don't pay much so they take what they can get for employees...If I cannot understaand someone I ask to speak to the supervisor! :)
ReplyDeleteAll good ideas. Not sure if anything will happen unless people stop buying the product or service that supports the call center.
ReplyDeleteI agree totally with every word you've said! Oh, and my husband! You don't want to hear what he has to say about trying to understand these customer service reps from India!
ReplyDeleteHello Red! I have read your statements and pleas and it hit close to my heart because I once was a call center agent and worked for customer service, specifically in the North American claims department where our customers are already experiencing problems to begin with. I very much agree with your sentiments and how some companies hire poor performing agents who are not much of help. I myself am proud to come from a customer care center who not just hire people with above average English and communication skills but also one that monitors our performances every week through cal quality checks and mentoring and most of all, customer satisfaction surveys which serves as our KPI. We are an in-house call center, meaning, we are direct employees of the company that we cater, unlike other call centers who are outsourced by companies through another third company agency. With in-house call centers like us, we are equipped and empowered with the correct information and even if we face customers, we work very closely with technicians and the manufacturing people. I have learned a lot about working in the call center and at first it was also hard for me especially when I encounter some irate customers, but I did grow in that area and even had customers asking for me whenever another person answers their calls so maybe I've been doing something right during my time there HAHA.
ReplyDeleteWhen I passed by the call center department a couple of months ago (I still work for the same company but now part of the marketing data analysis team) I was so surprised that only a few agents are now catering to calls because most of them are not using chat systems which I think was a good alternative that more Americans are now making use of.
I just wish all customer service experiences would be just as good as the ones that our company ensures our customers. I'm not saying we are good, but with the same experiences I have been having in the customer side, I very much understand what you mean HAHA
Cheers and have a great new week ahead Red!
Stevenson
Cavite Daily Photo
Stevenson Que Blog
these are some excellent suggestions indeed
ReplyDeletei know little about call centers as i never used it but i remember my younger sister used to work in call center in 2000 i think and it was handsome salary she was receiving ,her English was (is) incredibly awesome unlike me :)
It's the voice saying your call is important to us bit that irritates me most.
ReplyDelete