Saturday, March 21, 2020


     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.