illstealyourthunder
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I hear that! I am currently working in a call centre also for a few weeks and am fed up with the amount of abuse that I have to take. I am a New Zealander and as such am called some pretty nasty racist names. I have heard some awful things shouted down the phone at me and there really is no need for it. Do people seriously think that you will want to help them if they abuse you?
I thought face to face was bad but i think people have a mind set that if they can't see you it doesn't count. |
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wflspc
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There are two problems ;- the system and the people.
The system is how you get through to the person and give them details and in general it takes far too long. You have to repeat account numbers time and time again..waiting to get through to the department is often irritatingly long and if there is an apology or canned music it can drive one crazy.
Then when you finally get through it can be to the wrong dept because the system has driven you there by default. If the call centre is not in the UK the accent of the agent can be hard to understand and they can't hear you properly. I had to repeat my postcode seven times the other day. No wonder we get upset and abusive. Then just before you hang up they say ' is there anything else I can do for you today?' AAAAARGH |
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godlykepower
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I always try to be nice to people in Call Centres, because its one of those jobs I would'nt like to have & I bet its harder than most people think?
I REALLY hate Call Centres in India.......how in Gods name is someone in Mumbai going to answer my questions about train times & fares in England??? |
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jr95667
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Outsourcing. Many corporations are outsourcing their call centers to foreign countries, especially those in the Orient or India. The problem with that is the language barrier, better yet the dialect barrier. A major ISP has their call center in India and I can barely understand what they are saying. To circumvent that I immediately ask for supervisory management which is located in the USA.
Does anyone know of an ISP who's call center is here in the States? |
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mreed316
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I work in one too so I know what you mean. People need to relax and be more patient. They will get the help they need. |
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Natalie D
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Because they are full of idiots.
I also worked for a large banking corp call centre in Scotland and left last month.
The place is full of 16 year old uneducated kids straight out of school who dont give a crap.
When you do get someone who gives a crap the system wont allow them to do anything as there is no way you can take responsibility.
There are also very high sales targets leading to a lot of hard selling forced on people which people just dont want to have to deal with.
However I am always nice now to people in call centres mainly because I know what people can do if you are rude.
(Your fees are much more likely to be refunded if you are nice to the person. Many a time I've had a ***** on demanding a refund and will flat out refuse to piss them off.)
But yes most of the abuse is uncalled for especially when going into a call already being negative about it. |
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samanthagirl67
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Personally, I don't have any problem with them at all, they are only trying to do their job after all. The calls that aggravate me are the unsolicited cold calls that usually come from India at the strangest times, I usually refuse to speak with them, but I try and do it in a polite manner. I do get frustrated when calls I make are routed to India or elsewhere where English is not their first language, I have a slight speech impediment, and at times people have difficulty in understanding me, the difference in language makes it harder for me. |
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Peter W
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Nobody has time. They get fed up pressing buttons. If you want this press that, if you want something else press another. At the end of which they end up in a queue listening to music, which itself is interupted by a machine telling them that "your call ois important to us" etc. It's all very annoying.
My personal gripe is that I always seem to end up speaking to someone in India. I just cant understand their dialect.
It's not just call centres though. I think you'll find most people who work in "customer facing" jobs get the same abuse. Just ask your average nurse in an emergency department or even a shop worker. |
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lulu
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I think your employers take a view on how long punters are prepared to wait, and under staff accordingly.
We start with the automated message - 'press 1 for...' then
we get this canned music whilst waiting, and those inane platitudes - 'your custom is important to us', 'you are moving up the queue' etc.
The whole experience is just hard work.
I do think that any abuse is unfair, after all, you just work there. |
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m.henderson461@btinternet.com
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People get frustrated with the poor level of service provided by many companies nowadays. It's very hard to get through to some firms, and we have all suffered from being put on hold, transferred to someone else, and eventually cut off. There's no excuse for rudeness though, even if the person in the call centre seems very dim. |
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