Call Center Frustration ?

Edwards Finance > Phones

Q. Even if the call center actually is in your area, and reps directly employed by the company you are doing business with, customer service reps have to meet their "stats" . Call center phone systems come with software to generate detailed reports, both on the call center as a whole and on individual reps.

A. "Service level" is calulcated from these and other stats. In call centers, stats are usually more important than the quality of service, unless complaints reach upper management and upper management holds the call center accountable for resolution. Customer service is a cost center not a profit center. Stats can be can be measured and reports written for management for whatever goals management has set, ususally something like "increase service level and reduce call center expenses". I've done database work on these reports. For individual reps, below average stats mean anything from corrective action to termination. For the customer, being aware of the reps goals (hang up and wrap up the call ASAP) and being nice helps. Often reps are authorized to give stuff away when needed to satisfy the customer and will be happy to do so. I know someone who calls support for a major ISP which he started the free trial with, tells them he cant send payment yet because he is out of work, and has got many months of free complementary Internet service. Software support reps would rather send a free copy of the latest version if they can, than spend time on a unresolvable bug. Sometimes you have to say "I want to speak with a supervisor" and try to negotiate something free in exchange for ending the call. Play along with the game, dont assume the rep or "the company that cares" really gives a damn though. More on outsourced call centers from Wired Magazine: "BANGALORE, India -- "Hi, this is Betty Coulter and I am calling because I have a great deal for you today. I am going to offer you a credit card at a low 2.9 percent with a whole bunch of free gifts." Yeah, yeah, you've heard it all before. You try to get off the phone, but Betty just drones on and, amazingly, never takes a breath. You try to place the accent. Iowa maybe? No, the "a" sound is too flat. California? Maybe it's a crowded call center in some business park in Kansas City. But Betty is actually calling from Bangalore, and her real name is Savita Balasubramanyam. And she is indeed in a crowded office, but it's not dinner time, it's the middle of the night. And her perfect American accent is the result of rigorous training and an employer-encouraged addiction to Ally McBeal. "

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