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Customer Service thru Call Centers - Are They Making Lives of Indian Customers any Easier?

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




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