When a customer calls a company’s 800 number with a concern or question, no one tells representatives what to say. While workers are trained to be professional and courteous, they aren’t always successful, and in many cases, customers are left wondering what they did to deserve such treatment. In this guide, readers will learn several things call center reps won’t tell them.
It’s Better Not to Call
While most offshore call centers are there to help callers, many of them are meant to de-legitimize or deflect complaints that may result in a refund and a loss to the company. Companies like these call centers because they’re easy to outsource and there’s no firm record of each call. In some cases, customers get better service through email, which leaves a permanent record and is harder to ignore.
Asking for a Supervisor Doesn’t Always Have the Desired Result
This is a common call center tactic, and few customers know about it. If a customer is frustrated with the representative and they ask to speak to a supervisor, the odds are high that they’ll be passed off to another rep who’s pretending to be a higher-up. Call center workers are sometimes penalized for call escalation, and passing callers off to someone else often makes them hang up in frustration. The solution to this problem is to ask to speak to the representative’s direct supervisor.
Being Rude Doesn’t Do Anything
Many potential callers follow the ‘squeaky wheel’ doctrine, which doesn’t always get them what they want. Call center employees are only human, and they’re not likely to reward callers for their tirades. Here, losing one’s cool is counterproductive.
Take the Survey if Dissatisfied
Callers should pay careful attention to the optional surveys they’re offered before the rep answers the phone. It’s important to take them, especially when the outcome is unsatisfactory. Managers monitor survey results, and a single poor review can affect a worker’s performance evaluation.
Dealing with call center workers can be frustrating, but it’s much less so when callers follow these tips. Visit David Johnson Cane Bay for more information on call centers.…