I thought that programme could have been a lot better
BB x
agreed
ive worked in customer service call centres for 3 years, and on the phones outside of call centres for another 2 years on top so ive got a fair idea of what its like to work in these places
They never actually touched on the real reason customers get so frustrated. The billing system. Why does it take so many phone calls to stop you being billed twice ? because the customer records system is so poor. They never explained anything, just some interview with the powergen bloke explaining why he got rid of the call centres in india and why they're trying to change things
Ive worked with the british gas CRM and its a hatefull hatefull thing. Its no wonder customers problems never get solved
imho they spent far too long on the new recruits in south africa. People will dislike them just as much as the people in india. People want a UK based person on the phone. Heck, they dont even like americans and they speak perfect english (alledgedly
)
The first direct bit was very interesting though. But again, they missed a big point that you could only pick up on if you've worked there. The Trainer was going on about "above the line words" etc.. and was very serious about this. Trainers always are very serious, and they allways talk **** that will never get used in the real world. You can tell when the teamleader had a game with his team about the first one to use the words absolutely stupendous (or something) gets a creme egg. He sarcastically commented about it being "very above the line".
Teamleaders are very pragmatic people, and they realise this stuff is all very well and good in a training room, but customers just dont want to be talked to like that. Look at the reaction that american sounding overly enthusiastic woman got, everybody was put off by her.
So much of the program was obviously not true. Like the HELP! signs, i have a feeling that most of the 'help' which is suppost to be from a team leader/supervisor actually comes from the bloke sitting next to them.
Pay peanuts get monkeys.
No they come from what are called "floor walkers" they're basically just normal customer service people, probably experienced, but no more empowered than the person they just spoke to. It only usually gets escalated to a teamleader when things hit the fan, like the woman said, she'd already spoken to 3 people already. You can bet the first was original person who answered the call, the 2nd was probably his mate next to him, and the 3rd was the floor walker.
And yes, people do put them onto people beside them who pretend to be the manager you've just asked for. You're supposed to put your hand up for help like that, and quite often do, but sometimes the customer is being unrealistic or just plain lieing, and doesnt warrant a proper escalation.
Take that advice as you will.
