Nice customer services

[Anonymous]

Today I was making an enquiry about a new phone...

I was kept on hold for over an hour whilst they redirected me to the right department, not that I mind, I have a speakerphone and just left it on

Then when they picked up I heard

"I suppose I'd better deal with this ***** who's been in the queue for over an hour that nobody wants to deal with"

I couldn't believe it.... If this is how 02 treat their new customers then I don't know why I signed up with them.

I then went on to ask him why I was called a *****.... He just stuttered and mumbled something about it not being directed at me

:womanindifferent:

[Anonymous]

Sorry Wanty, don't know if you use a similar system to us but if I hit a button on the teleset once the call is started it shows how long that customer was waiting. If you use the Aspect system it is the right hand top button option, think it says infor or more info.

[Anonymous]

Sorry Wanty, don't know if you use a similar system to us but if I hit a button on the teleset once the call is started it shows how long that customer was waiting. If you use the Aspect system it is the right hand top button option, think it says infor or more info.

We've got Avaya Callmasters, I'd imagine Wanty would have the same. Not sure what they have at the outsourcers though.

http://www.corptel.com/images/products/Callmaster%20V.jpg

They don't really give you any information about the call however I can see from the big screens dotted about where I sit:

Percentage of calls answered within 60 seconds
Max waiting time
Number of calls in queue
Percentage of calls dropped (customers that have hung up before getting through)

[jonsie]

When I worked at the Bury O2 call centre there was a big telecaster with the number of calls queuing which you could download and have running in the corner of your screen. You could get the calls queuing for each department but on the aspect there was no info how long each caller had been waiting but they were quick to tell you Saturday mornings were my favourite, when all the school children came on and gave you loads of grief, god bless 'em, the little cherubs. Now that's when you did lose it and get your own back Tell me, do you still get the 'whisper'..."this customer has a complaint!" Oops, I seem to have pressed the wrong button...where's the charming little angel gone??

[Anonymous]

A whisper? Nope.


And no thing in the corner of the screen either.

And no I don't have that phone, they're the posh ones.

[perksie]

Does that mean you're due to be upgraded then Wanty?

[Anonymous]

Does that mean you're due to be upgraded then Wanty?

Not without paying out the rest of my contract.

[perksie]

Bless!

[Anonymous]

There are some good robots around nowadays! Then they don't even need to take breaks!

No we need our Wanty's and all the others who lets face it do usually try to do a great job, even if you annoy them. But if you annoy them enough will just follow the company line and you are then putting yourself out as may have to put it in writing.

Brendan