UK Call Center: Woman Waited 12 Hours on Hold

by Call Center Gal on September 17, 2010

It is one of the responsibilities of a call centre agent to make sure that a call will be answered in the first few (1-3) rings, listen to the concern at hand and attend to the proper resolution of the concern.

But what happens when you let your customer wait for too long? Shouldn’t you be held responsible for that? Customers aren’t supposed to wait too long even if they have complex issues over the phone, don’t you agree?

That is why my heart goes to this woman who waited for 12 hours on hold according to this article:

A young mother had already been cut off 20 times while trying to reach a customer service call center.

She had first managed to reach someone at 11 p.m. and agreed to be put on hold while she waited for a technical support manager. She had reached a UK call center after waiting for the one in India, but was again put on hold.

A Virgin Media spokesman said her account would be credited 30 British pounds (about $46) as the company investigates what happened.

Okay, that might be a slice of the bigger picture, but in principle, that shouldn’t happen because customer also has their own life after these calls. Call centers are implementing this as a strict policy, to respect customers time and vice versa. Hence, this shouldn’t happen again, because no amount of credits, courtesy rates and money would amount to the lost time, especially if this is the only thing that these customer have.

         

Of Call Centers and Credit Reports

by Call Center Gal on September 17, 2010

When people get in touch with call centers to check on their credit reports, they know that they have to spend for it, as this is a vital information needed in a lot of things related to their finances.

Also, all these information should be held in strictest confidence because all these figures are really of personal nature. It is like they are entrusting their secrets to you with regard to their personal finance, so respect those facts and figures to uphold the integrity of the call centers that you are working for.

         

Bringing Cars to Call Center Offices

by Call Center Gal on September 17, 2010

Who brings their cars to work? I bet you will agree with me that bringing your cars when you work in the call center brings a lot of convenience especially when you have a reliable car insurance company that is ready to listen to all your inquiries and clarifications. Just like a friend who is always there for you.

I would love to say that I have worked with a lot of great men and women that is working in this segment because I have worked in an automotive industry before I became a call center agent.These guys really knows how to provide quality customer service, especially for those first time car owners who need more information about their accounts and how to be a better car owner one day at a time.

         

Call Center Agents Silent Thoughts on Sitting Everyday

by Call Center Gal on September 19, 2010

If there are people who are open to really lose some weight today, I believe that call center agents are included on the list.

Why did I say it? Well, sitting in their chair, facing the computers and talking to their customers all day will definitely make them need more physical activity as well as take some best weight loss pills.

This is to make sure that they will stay more active and healthy everyday, ready to help customers and be at the forefront of quality customer service that everyone deserves as soon as they dial the specific service hotline for help.

         

Five Clues To Check That Call Center Agents Helped Happy Customers

by Call Center Gal on September 19, 2010

Note: This is a sticky post. Please take time to also read my other regular posts after this one.

If you have been taking calls as a call center agent, you must know that customer satisfaction is key to your success as a front runner of the account that you are representing. You even take a lot of customer service training interventions to make sure that you are going to do the right thing.

Melting the Excess Pounds Away After Work in the Call Center

by Call Center Gal on September 19, 2010

What can be some of the activities to do to achieve a healthier body while working in a call center? We can name a few, like going out after the shift to play badminton and basketball.

That can work out if you are not sleepy yet. You can also take some conjugated linoleic acid cla and swim the hours away, especially if you live in houses or condominium setup where access to swimming pool is available.

Also, you don’t need to go out anymore if your call center has a gym setup for use of staff and employees on board. This way, you can save up on other expenses while letting the fat melt away and go to your next shift in an alert and healthier state.

         

Maintenance of My Call Center Blog

by Call Center Gal on September 19, 2010

In the next few days, I will have to set up some time to do some maintenance checks of my call center blog. This would mean that we are going to get rid of some spam comments, answer some of the legitimate messages and feedback on my blog, among others.