By: Mike

Mike — Wed, 09 Apr 2008 15:43:49 +0000

Jared, Thank you for your contribution to this discussion. While
you may disagree with my suggestions, the fact they have opened
this dialog shows that they are not useless. In fact, I have found
each of them to be true from my personal experiences. Your inside
perspective is insightful as well. While I'm sure that not all call
centers work the way yours did, due to size differences, management
styles, and customer satisfaction goals, hearing about life in one
call center still has value. Your tip about writing a letter is a
good one, though some of us might not have the time or energy to do
so in every situation. I wish that I could follow your advice and
never call an 800 number, but sometimes it is necessary. I have
resolved issues successfully in the past using these methods and I
hope that some of our readers will benefit from their use as well.

By: Jared Lorz

Jared Lorz — Mon, 07 Apr 2008 22:25:58 +0000

I worked in call centers for 10 years. You can never get anything
done efficiently over the phone. While i understand you're trying
to help people. Your tips are useless. I'll refute your numbers
easily. #1 This doesn't save you from the random transfer of
someone who just doesn't want to work. #2 The reps working at night
are light years ahead of the day shift. The reason it takes longer
to get through during the nights is we're cleaning up the day
shifts mess. Also during the day shift there is massive socializing
because call centers are basically meet markets. #3 Staying
positive really doesn't matter. Before you called I wasn't working.
You've called, now I am working. No matter how pleasant you are the
rep will always resent you for calling. #4 Asking for a supervisor
never gets you a supervisor. You will never be called back by a
manager. Most companies form an "escalations" department which is
just 1 level about the regular floor reps. They really have no
authority to do anything. (however sometimes they do, but i
wouldn't waste my time doing this) #5 If you try to wait them out
you'll most likely be hung up on. Call centers offer bonus's to
keep call times low. These can be anything between 6 minutes and 12
minutes for caller. All call centers (minus computer tech support)
consider 12 minutes to be excessively long. This is why you enter
transfer / disconnect hell. #6 I canceled thousands of accounts at
for a wireless company after people made this threat. Companies
used to have retention departments, but like allowing customers to
speak to real supervisors this was costly and in the companies eyes
inefficient. If you do use this bluff and they don't have a
retention department, be aware you get to use it once, after that
the reps don't care. #7 Reps always try to back other reps, but
since you're calling the incompetent day shifters, you're probably
getting a new rep who doesn't have the skills to read the notes on
your account, tells you they'll do what you want, then finds out
after the call they can't and instead of correcting the error, they
move on to the next call. My recommendation is NEVER to call an 800
number. It's a one sided record that's a legal document in a court
of law. You have no say on the input in this document, only the
representative gets to record history. The Bonus structure leads to
customers being disconnected, yelled at, or randomly transferred to
keep times within the bonus range. This results in lower quality
service. In a pinch if you can find a non 800# sometimes you'll get
through to a corporate office and they'll be willing to help you.
(I just did this with BFG Tech today called the 847 (indiana not
800) after wasting 5 minutes with a 800 rep (Even though I know
better I hope that things will change... they haven't) The best
thing to do if you need help is pick up a pen, a piece of paper,
and locate the address of a CFO or a CEO or any real human being
that you have a last name for. Send them a certified letter
detailing your issue, why you haven't contacted customer service,
or how you've been treated by customer service (THESE PEOPLE WILL
TAKE CANCELLATION THREATS SEROIUSLY) Letters are always treated as
#1 Priority because it means this person has extra energy, they
could take the time to fight us in court, contact local news, and
otherwise make life a pain in the ass for the business in question.
Also you can get a certified notice from the post office stating
your letter has been received.

Comments on: 7 Tips for Getting Great Customer Service on the Phone

By: Mike

By: Jared Lorz