Being on Hold to a Call Centre

L

Lexingtongue

Guest
Has no one ever told the top brass that being informed you're still on hold every 30 seconds is extremely irritating? No wonder people lose their shit with the unfortunate operators...
 


them numbered options drive me round the bend. is it honestly better for companies to have a computer dealing with customers for the first few minutes of their experience?

i just want to speak to a human, tell them what i want, then have them connect me to the right department in one go. i was on the phone to a hire car company and went all the way through about 20 options, got a point where it was actually ringing, the phone rang out and the call ended. i then had to do it all again twice. i was sick as a bastard by the time i got to speak to someone, who sorted the problem in 30 seconds
 
them numbered options drive me round the bend. is it honestly better for companies to have a computer dealing with customers for the first few minutes of their experience?

i just want to speak to a human, tell them what i want, then have them connect me to the right department in one go. i was on the phone to a hire car company and went all the way through about 20 options, got a point where it was actually ringing, the phone rang out and the call ended. i then had to do it all again twice. i was sick as a bastard by the time i got to speak to someone, who sorted the problem in 30 seconds
Aye it is a hell of a lot more efficient and cheaper to use call routing but more often than not the people setting these things up do not consider user experience.
 
them numbered options drive me round the bend. is it honestly better for companies to have a computer dealing with customers for the first few minutes of their experience?

i just want to speak to a human, tell them what i want, then have them connect me to the right department in one go. i was on the phone to a hire car company and went all the way through about 20 options, got a point where it was actually ringing, the phone rang out and the call ended. i then had to do it all again twice. i was sick as a bastard by the time i got to speak to someone, who sorted the problem in 30 seconds

It's cheaper than having people. That's it really.
 
them numbered options drive me round the bend. is it honestly better for companies to have a computer dealing with customers for the first few minutes of their experience?

i just want to speak to a human, tell them what i want, then have them connect me to the right department in one go. i was on the phone to a hire car company and went all the way through about 20 options, got a point where it was actually ringing, the phone rang out and the call ended. i then had to do it all again twice. i was sick as a bastard by the time i got to speak to someone, who sorted the problem in 30 seconds

That would be the right plan if the purpose of the customer service helpline was to actually help the customer, rather than its actual purpose, to pretend to be helpful while deflecting any grief away from the management responsible for the fiasco you're calling up about, and ensure the only person you ever get to speak to is some poor sod they've chained to a headset
 
them numbered options drive me round the bend. is it honestly better for companies to have a computer dealing with customers for the first few minutes of their experience?

i just want to speak to a human, tell them what i want, then have them connect me to the right department in one go. i was on the phone to a hire car company and went all the way through about 20 options, got a point where it was actually ringing, the phone rang out and the call ended. i then had to do it all again twice. i was sick as a bastard by the time i got to speak to someone, who sorted the problem in 30 seconds
Just keep pressing 0 and you'll get through to someone.
 
Aye it is a hell of a lot more efficient and cheaper to use call routing but more often than not the people setting these things up do not consider user experience.

thats what i was thinking. i had a violently angry attitude towards Europcar (the company) before i'd even had a chance to speak to anyone, cos the options were f***ing stupid, the voice was slow, and it rang out in the end and cut me off. i'm not going to judge a company purely on that experience, but its not good customer relations surely

Just keep pressing 0 and you'll get through to someone.

shouldnt have to
 
thats what i was thinking. i had a violently angry attitude towards Europcar (the company) before i'd even had a chance to speak to anyone, cos the options were f***ing stupid, the voice was slow, and it rang out in the end and cut me off. i'm not going to judge a company purely on that experience, but its not good customer relations surely



shouldnt have to
Stop in the f***ing queue then, see if I care.
 
thats what i was thinking. i had a violently angry attitude towards Europcar (the company) before i'd even had a chance to speak to anyone, cos the options were f***ing stupid, the voice was slow, and it rang out in the end and cut me off. i'm not going to judge a company purely on that experience, but its not good customer relations surely
They probably spends hundreds of thousands on designing the user experience for their web customer journey but nowt for the phone.
 
I hate when you have to type in you account number, date of birth and other shite for you to get through to someone and then they ask for the same f***ing information you just fucked o with typing it in.
 
I hate it when you get a few bars of music then it keeps saying "you are in a queue please hold." I know I'm in a bloody queue so just let me listen to your tunes in peace. Apart from if it's Greensleeves on a Stylophone. That should be burned in hell.
 
Call centres set up for the general population are by design awful, to put as many off as possible. I've worked on a few Technical Service Desks where the customer pays for a certain level of service, usually something like 98% answered (by a human) within 20 seconds or some such - if the Desk is ran by the same firm you're trying to speak to you may as well write to them, it may be quicker
 
not quite being on hold, but one of our numbers is a 'press option x for such and such', then 'press option x for whatever'

takes long enough at the best of time (even if you know you need option 2, option 2 it wont let you select until you've heard the patter)

now it has a bloody 30 second message about GDPR bollocks before you can even listen to the options

piss boiling
 

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