The Problem With Call Centres

Call centres are an unavoidable fact of modern life. They rarely offer much joy. These are some of the problems I have encountered with call centres. I’m sure our readers could add quite a few more.

1. Please choose from the following 6 options.

We could easily invent a competition - which company requires you to make the most choices before getting to speak to a human being? When I rang Virgin Media recently, I believe there were 6 different options I needed to choose before getting through to someone. It wasn’t too bad except I lost the connection and twice had to go through the procedure. Maybe it is a test of endurance - any time wasters will have given up before the right person is reached.

2. Sorry, The Computer Says No!

One of my favourite Catherine Tate characters is the office worker who invariably answers to any question - the computer says no. This is often a problem with call centres, the poor teleoperator can only follow the dictates of the computer and various rules. Alas, there is little room for common sense.

3. You will have to Speak to Someone Else

After spending 6 minutes choosing multifarious options you finally get to speak to someone. At great length you get to speak to someone, you spend several minutes explaining your problem. When it is finally explained the operator can only say - ” O you will need to write a letter to the manager / head office”

4. Poor Information

I don’t blame the individual operators, they have probably been given little training. But, often when you ring about an issue they don’t know what they are talking about. They say one thing and then you get billed for something else. For example, when I got charged £5 for not paying by direct debit (even though my account was £0) we decided to set up a direct debit to pay £0 per month. However, on the next bill I see £16 a month charged. Unfortunately I was away so was unable to challenge it. When I ring the call centre they just say that I must have agreed to pay £16, even though I was told something else. (see stupid bill charges)

5. Difficulty Communicating.

You can’t blame companies for wanting to reduce costs and shifting call centres to Asia / India. Nor do I blame the operators, the fact English is not their first language is not their fault. But, alas, it can be frustrating communicating when it is difficult to understand what the other is saying. The result is that it takes twice as long and often it is hard to get resolved.

I’m sure if  I worked in a call centre I would have a different experience. I’m sure I would be able to retell many examples of furious customers losing their rag and getting angry. My attitude with call centres is to have low expectations and avoid dealing with except where necessary. Even if there is a real problem, I try to avoid getting angry with the person on the other end, it is hardly their fault their company is useless.