The Call Center Chicanery

Servicing the customer needs has been the motto of every company. Be it soap or Software product. Call-Center gals play important role in the growth and retention of customer base for every company, and as in every job this too has its own strenuous expectations and need quality soft skills. It may be true that US customers shower call center gals with torrent of racial and sexual slurs, but I had terribly irritating experience from these gals who have niched a unique to keep themselves cool at work. Let me narrate my terrible experience....

Recently, I called my mobile service provider to enquire about a service that I had told them to activate. All Call Servicing Officer picked up the call and even before I cud complete my complaint, she put me on hold telling that she would verify the case in her computer, after around 3 minutes, she came back and told me to be online for some more time as there is some problem with her computer only to com back after 2 minute to say tht “ sorry sir, sever is down I am not able to help you now. Kindly ring up after 5:00 pm” I just rang up again with in few minutes, and this time I was lucky. My problem was fixed after 6 minute long interactive session. Few weeks later I had to call them again and this time again the same problem. After putting me on hold for 3 mins, the lady call Servicing officer told me “ server down.. Call again”

In the weekend, I happen to meet my cousin, who works as personal banking officer in IIICC bank. She said if pressure is too much then they politely tell the customer the standard template “ server Down. Plz come later”. Ofcourse, they do to annoy same customer with this message more than once. And some times they pack the message in extraordinarily user friendly interface. They have to say “ I am very sorry sir. Just give me few more minutes let me help you…. then “ oh god sir plz leave ur number here we will get back to you if server comes up before 8:00 pm”

Well…. having learnt the lesson. I alwys prefix my calls with this standard message. “ Hi, I called thrice earlier and I was told the server is down…. Is it fine now? Can u service my problem now”. Hmm As of now, I feel this template has positive effect.