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Calls per hour!!!!!!!

Submitted by lemontree on Tue, 2008-08-12 21:32
I worked in a Call Centre as a Supervisor after workking in Insurance for 20 years. At my appraisal I was told that although the Company had received several letters praising the way I had solved problems, I was only ^getting rid of 10 customers per hour^ and I would have to speed up. The people held in high esteem were the ones who would say anything to end the call quickly. These people were praised for hitting targets. I left and was thanked for giving one weeks notice as most people just walk out!!!
Language skills in near or offshored call centers ›
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Customer dis-Service

Submitted by SeaFern on Wed, 2008-08-13 12:01.
So let me get this staight? In order to progress in your job you were not encouraged to solve your customers problems, but rather to robotically clock-up numbers of calls dealt with? Didn't the customers just have to keep calling back 'til their query was solved? How inefficient and maddening is that!
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I AGREE TOTALLY!!

Submitted by Anonymous on Wed, 2009-08-19 16:37.
MOST COMPANIES SEEM TO BE DOING THE SAME EVEN THOUGH THEY ARE FOCUSED ON CUSTOMER SERVICE & LESSENING COMPLAINTS. YET HOW CAN THEY DO THIS WHEN THEY ONLY WANT YOU TO GET THROUGH AS MANY CALLS AS POSSIBLE????
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Decided to try Sky

Submitted by Anonymous on Thu, 2009-12-03 08:37.
Decided to try Sky Broadband. Called to ask about service and was assured I could use my own equipment. The day arrived and thier equipment worked fine - but since they won't reveal the connection details, I couldn't use my own modem. Decided to cancel on the grounds I had been mis-sold ........ The 0845 number they gave quoted a 55 minute wait to speak to somebody on the topic. I faxed them instead. Another 30 minute stint with thier call centres today got me the promise of a PAC code to be sent in 5 days. The person who did this for me was noithing to do with Broadband - they had just been randomly selected by the call centre menu system to receive my call. Thank you sky
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