Callcenter workers why lie?

Back when freeserve existed and was dial up, we were told to lie.

Often demand to connect to the service was so bad people couldnt connect, and it was 100% down to inadequate systems on Freeserves side, But that didnt matter, We could never say that. We had to go through checks, even though we all knew it was freeserves overloaded capacity causing the problem
 
I worked for Sky too, the comment about having the same conversation over and over again is so true. It got to the point where I was so bored that I was often at risk of falling asleep, the only thing that kept me going was watching spongebob squarepants while talking to customers.
 
When i phoned the SLC they were efficient and usefull. I had to swap from my LEA to SLC for the loan, so they had to transfer my data, then delete it form the LEA and get me to fill out a new form. There were 2 phone calls, one from LEA, who explained what they will do, then one to the SLC a week later who checked a few things, then explained i needed to fill out and send new forms. All pretty simple and they answered all my questions.

I think it really depends on the individual you get, and if they care about their job.
 
When you phone - first thing is to tell them you are recording the call for your own personal records.

If they say they cannot proceed - ask them to forward you onto a higher level of support.

Once they agree - ask them their name and specifiy the date time in the conversation. That usually gets them to be a bit more professional. If you then have a problem with the result - let them know you will be emailing their Customer complaints department with the said recording as an audio file attachment ;)
 
I get around said:
I've been having to phone a couple of call centres over the past few days.

First one, my mum needs paper forms for student loan stuff as the online system doesn't work (No surprises there) I spoke to 4 different people.
The original guy told my mum 2-5 days for the forms to come through. So today I rang them for her.
1 gave me a fake number to ring for complaints and told me the forms could take a month.
2 told me 2-3 weeks and refused to check the forms had been sent.
1 tried to fake being their manager but putting on a stupid accent.

I thought, would it not be easier to do your job?

My mum also wanted discount on a sky plus box (what new customers get basically) as a loyal customer, she tried a couple of times so I said i'd do it for her. I spoke to 7 people who said they couldn't do it until I found one who said it was a fairly commonplace request and it'd be put through right away. One of which actually gave me a fake number as well.

Seriously, I've gotta wonder if call centre workers take some perverse pleasure in lying and refusing to do their job because they're safe down the end of a phone? I was polite and all, I could understand if I was being a **** on the phone but I wasn't until forced to do so.

Anyone else find this?
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I spent 15 minutes trying to cancel sky the other day. It was like the Spanish inquisition. I eventually had to get annoyed to get the guy to confirm that is was cancelled. I'm still not sure if it's done so I've sent a registered letter confirming my phone call.
:o
 
PASONIX said:
When you phone - first thing is to tell them you are recording the call for your own personal records.

If they say they cannot proceed - ask them to forward you onto a higher level of support.

Once they agree - ask them their name and specifiy the date time in the conversation. That usually gets them to be a bit more professional. If you then have a problem with the result - let them know you will be emailing their Customer complaints department with the said recording as an audio file attachment ;)
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This does absolutely nothing to help the agent try and get side by side with you to help resolve your issue.
 
PASONIX said:
When you phone - first thing is to tell them you are recording the call for your own personal records.

If they say they cannot proceed - ask them to forward you onto a higher level of support.

Once they agree - ask them their name and specifiy the date time in the conversation. That usually gets them to be a bit more professional. If you then have a problem with the result - let them know you will be emailing their Customer complaints department with the said recording as an audio file attachment ;)
Click to expand...

:p

What a stupid way of trying to get cooperation out of someone working in a call centre. :D
 
Murf said:
:p

What a stupid way of trying to get cooperation out of someone working in a call centre. :D
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Indeed. Wouldn't work on me. I'd be polite and do what I absolutely had to but you wouldn't get anything above and beyond the absolute min from me. And that's if I didn't get my manager to agree that I should end the call without speaking to you
 
PASONIX said:
When you phone - first thing is to tell them you are recording the call for your own personal records.

If they say they cannot proceed - ask them to forward you onto a higher level of support.

Once they agree - ask them their name and specifiy the date time in the conversation. That usually gets them to be a bit more professional. If you then have a problem with the result - let them know you will be emailing their Customer complaints department with the said recording as an audio file attachment ;)
Click to expand...

To be quite frank - if I was speaking to you, and you started the conversation by being such an arse, I think I would be just as arsey back.

People on the end of the line are only human - you can't expect to be like that and for their ears to ***** up and be all nice to you.
 
I've found everyone ive talked to when it comes to student loans is useless. Granted i have a bit of a 'different' situation but to be told im lying, wrong, they know better than me etc is really ****ing me off and i still havent got a straight answer to what im supposed to do. Last year i had to send countless documents just to prove i was a uk citizen, even though the first one was a british passport. And then because they couldnt get my situation around their simple minds i didnt get a grant.
 
Many reasons.

1. Lack of information coming from those in higher positions
2. Being told never to say you don't know
3. Afraid of having to deal with abuse
4. Misinformed
5. Lack of support from managers/team leaders

And many more.

All of which I experienced whilst working in a call centre. Don't take it out on the phone monkeys. You've no idea how soul destroying that job is.
 
I work for a popular building society, as an account administrator. Occasionally when there are huge queue's on the helpdesk, its all hands on deck to answer calls and get the backlog down.

I have huge respect to anybody that can take working in a place like that all day long 5 days a week. Having conversations about the same thing over and over, and trying to explain things to people who just aren't getting it. Not to mention the people who are rude. And did I mention having the same conversations over and over.

I would often get calls I really didn't know how to deal with, and when its busy there is an extreme lack of support. So all your really trying to do is reassure the customer and get them off the line tbh.

I can understand from your point of view it must be annoying, but just follow the process set out, I'm pretty sure if there is an online process it will work. In fact all of my student loan was done online!

And don't take it out on the poor call centre workers.
 
Dont mind call centers as I usually get some tasty sounding irish bird or welsh bird.

Cold calling I cant take.
 
PASONIX said:
When you phone - first thing is to tell them you are recording the call for your own personal records.

If they say they cannot proceed - ask them to forward you onto a higher level of support.

Once they agree - ask them their name and specifiy the date time in the conversation. That usually gets them to be a bit more professional. If you then have a problem with the result - let them know you will be emailing their Customer complaints department with the said recording as an audio file attachment ;)
Click to expand...

I've worked in a couple of financial call centres and people who have done this have been told to continue contact with letters.
 
I got a call from T-Mobile saying I can upgrade my phone because my contract ends this month, I said "I am busy and I shall do it in store", she says "Oh no you have to do it on the phone only".

Yeah right ok then, I will just cancel my contract and go to a different mobile service if I have no chance of upgrading in store you lying little so and so.
 
PASONIX said:
When you phone - first thing is to tell them you are recording the call for your own personal records.

If they say they cannot proceed - ask them to forward you onto a higher level of support.

Once they agree - ask them their name and specifiy the date time in the conversation. That usually gets them to be a bit more professional. If you then have a problem with the result - let them know you will be emailing their Customer complaints department with the said recording as an audio file attachment ;)
Click to expand...


I once had a customer do this as he was ****ed off from other calls. I said this can not proceed as I dont want to be recorded. He asked to speak to a supervisor when I gave the usual request of "this can not be done". After a couple of minutes of him getting stressed at me I just hung up after getting the nod from the supervisor.
 
We all try and getting something for nothing in this life.

So after 2 months of seeing people getting free V+ boxes off VM in 2009 I decided to phone to get one. 5 times I was told no they are £150! no exception. I phoned back a few days later and got put through to a nice bloke from Scotland who offered ME a free box without even asking for £150.
 
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