Being on Hold to a Call Centre

Discussion in 'SMB' started by Lexingtongue, Aug 6, 2018.

  1. Lexingtongue

    Lexingtongue Striker

    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...
    Maxnormal and Frijj like this.
  2. Frijj

    Frijj Striker Contributor

    “You are position 1937shwhUweuyw in the queue

    Thank you for holding”

    Get fucked
  3. Space Hopper

    Space Hopper Winger

    A friend of mine used to take his iron to his job at the call centre. He was a smooth operator.
    Arkle, Maxnormal, Ludwig and 5 others like this.
  4. tunstallhill

    tunstallhill Striker

    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
  5. Frijj

    Frijj Striker Contributor

  6. Bob Fleming

    Bob Fleming Striker

    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.
  7. sadsack01

    sadsack01 Midfield

    It's cheaper than having people. That's it really.
  8. 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
    Arkle, Aituk7, Bishop Boy and 3 others like this.
  9. Wilfy

    Wilfy Striker

    Just keep pressing 0 and you'll get through to someone.
  10. Discopants91

    Discopants91 Striker

    The DWP are utterly sick twats for this, think the system has been designed to decrease the surplus population.
  11. tunstallhill

    tunstallhill Striker

    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 fucking 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
  12. Wilfy

    Wilfy Striker

    Stop in the fucking queue then, see if I care.
  13. Bob Fleming

    Bob Fleming Striker

    They probably spends hundreds of thousands on designing the user experience for their web customer journey but nowt for the phone.
  14. SAFCGardian

    SAFCGardian Midfield

    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 fucking information you just fucked o with typing it in.
    safcforever and PTR like this.
  15. 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.
  16. Was on hold for 40 mins trying to get through to my insurance on Friday, got through at 17:27, lad took a few basic details, put me on hold for a minute, then came back and said the office is closed now (17.30) we'll call you back Monday :lol:
    safcforever, HarryChest and Slow joe like this.
  17. Unbalanced Views

    Unbalanced Views Central Defender

    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
  18. Makes you want to commit mass murder like.
  19. Slow joe

    Slow joe Midfield

    tunstall birdman likes this.
  20. Scotty

    Scotty Winger

    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
    Bishop Boy and Frijj like this.

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