Call Center Efficiencies
True Story …
That moment when you dial a number - and are left hanging on the phone for 11 minutes and 25 seconds … and just as you get excited, because the music loop and announcement changes, you find yourself in another queue for 5 more minutes with similar and yet somehow different marketing messages and THEN you are connected to the call center only be told that they can’t help - and in fact need to redirect you to someone else.
The transfer is made and engagement with the person ensues - and my problem is taken on board.
Time so far, 19 minutes 32 seconds.
I have a second question. I am once more redirected (apparently the concept of a single customer facing person devoted to answering all your questions has not yet reached this particular outpost of America.
Good news - I get through after 1 minute (is this a record) but in fact the person can’t help me. Time to move on.
Problems solved?
- I changed a single name in the company’s records.
- The second question will remain outstanding for another 7 days - when I will get to call them again.
Total time of call … 25 minutes and 47 seconds.
In fairness, like usual, every single person I spoke to was lovely. Have to say the best people on the end of the phone I have ever dealt with … so hard (impossible?) to get angry / frustrated with them … but seriously?
This is apparently American exceptionalism - the global leader that everyone looks up to across the world.
And - I hear you ask - why not change the record through their web site?
What a good idea.
- I tried before I made the call - and their login was broken
- I just tried again - as an experiment of time to complete a task - login fixed - but that option is not possible.