| We all have to fall back on call centers
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| | customers suffering miserably at the
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| these days whenever we need some help or
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| | hands of these call center agents as the
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| information for our bank accounts, mobile
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| | agents cannot offer any solution to their
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| services or tour itineraries as we don't
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| | woes and matters even get more
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| have the time to visit the relevant
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| | complicated and confusing. In most of the
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| department. But the experience is seldom
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| | cases it seems that the call center
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| satisfactory and many people believe that
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| | agents have no clue about the business
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| customer service over telephone simply
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| | processes and they just give misleading
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| does not work in this country. Of course
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| | information and false assurances without
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| we cannot ignore the convenience of 24/7
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| | understanding or studying the problems or
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| but how far can we expect to get our
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| | cases.
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| queries resolved by the call center
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| | The companies are heavily investing on
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| agents?
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| | the call centers but the investment so
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| My personal experience is that simple
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| | far is concentrated on infrastructure
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| queries like the balance of a savings
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| | whereas the need clearly lies in the area
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| account or payment due date of a mobile
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| | of training and development of staff
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| telephone bill can be handled by a call
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| | members. What is required for the call
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| center. In fact most of the call centers
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| | center staff is a good understanding of
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| had IVR facility and you even need not
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| | the business process and adequate
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| interact with an agent as the machine
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| | supervision but that is unfortunately
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| will read out the balance or due bill
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| | completely ignored. The BPOs have failed
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| amount. But when it comes to taking a
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| | to provide process training to agents so
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| decision the efficiency level of call
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| | that they can help customers and are
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| centers drop drastically and most of the
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| | simply providing some computers, network,
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| time the outcome is very frustrating.
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| | CRM software and an accent training which
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| Usually a phone banking customer has
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| | is definitely not adequate for setting up
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| access to internet and so to me the IVR
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| | a customer help line.
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| is not so much of a value addition as one
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| | My experience with India's No. 1 travel
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| can check the same information in the
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| | portal help desk was even more pathetic.
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| web. So what is really expected of a call
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| | I made an internet booking about 6 months
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| center are the queries which an automated
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| | back thru their website and when after 24
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| system cannot resolve and needs human
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| | hours I was not mailed the e-ticket I was
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| intervention. For example why my credit
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| | desperate to speak to a call center
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| card was charged twice or my phone bill
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| | agent. I had to wait for more than 3
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| is not being mailed to me and in these
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| | hours to finally get hold of one agent as
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| kinds of cases the call centers are not
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| | either the numbers were busy or I was put
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| really meeting the customer expectation.
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| | on hold and finally disconnected. I was
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| I have a very bad experience with the
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| | almost missing my flight and after that I
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| country's leading mobile services
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| | promised myself never again with last
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| provider; I used to get my mobile bill to
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| | minute tickets online.
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| my email and since last few months the
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| | There are numerous bad experiences like
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| bills are not mailed to me when I had to
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| | this with call centers and I think people
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| take the initiative and report to the
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| | are learning to avoid them and depend
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| call center. I am still struggling to get
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| | more on physical presence to get their
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| this resolved despite repeated calls and
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| | queries answered and problem solved. It
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| emails, and for the past 3 months I am
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| | is no doubt a great concept that can make
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| paying them in spite of not getting the
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| | the life of the companies and customers
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| bill just because I cannot afford to have
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| | better but unfortunately the companies
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| my phone disconnected. Every time I call
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| | have a long way to go before being able
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| them I have to tell my problem from
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| | to really help their customers thru help
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| scratch and they assure me of sending all
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| | desks. Right now the call centers are
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| my bills and provide me with a token
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| | nothing but a bunch of unsupervised fresh
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| number but nothing has happened yet.
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| | college pass outs who have no idea of
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| Nothing can be more frustrating than this
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| | what they are doing and in some way
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| and I have discovered after searching
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| | struggling to answer customer queries
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| some product review sites that I am
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| | using their imagination and some limited
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| probably not alone. There are hundreds of
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| | information in the computer databases.
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