Tuesday, January 25, 2011

well, if you're gonna call...

Now that I work at a call center, I have come up with a list of things that people should know whenever they dial those numbers.

1. Have your stuff straight. So that means, if you need an account number, PIN, employee ID, username, password, claim number or whatever else you could possibly need so that the center can recognize you, then you should have it ready and even enter it into the phone line if requested!
2. Take off your crabby pants! I'm sincerely trying to help you, so don't get fussy with me. I didn't make any of the policies, make your supervisor unreasonable, or send your documents to the wrong address.
3. Don't hang up the receiver in my ear. It hurts! If you're not using a wireless device with an off button, don't drop the receiver down, push the button to hang it up.
4. Don't ever say, "As long as I have you on the phone." That one kills me every time. Even if you are thinking it, just don't say it. It signifies an inarticulate question that has been simmering loosely in the back of mind for way too long, and something that's probably going to make my call 10 minutes longer.
5. Spare me the details. You can say, "I was billed for the wrong procedure," instead of giving me a 10 minute run-down on the current status of your mole. There are other people on the line waiting to speak to a rep, and I don't even care to hear your personal business.
6. Do your research. Don't call with a vague question. With few exceptions, don't call to get all the information you will need to make your decision. Do your research first. Most companies have websites, brochures, and a lot of information you can access in order to educate yourself before you make any commitments. There are not many reps to serve all the clients. At my company, for instance, there are 11 reps to 60,000 clients. Help us out.
7. And last, but not least, listen! If I tell you we will call you in 2 days, don't call back 2 hours later wondering why nobody has called you. If I say your at the wrong place to check on your claim, don't continue to ask about the claim!

So there you have it. An insider's voice on the call center. Do you have any things you would really just like to tell your clients? Go ahead, vent!

1 comment:

Raine said...

These people around here are trying to TPS everything (toyota production system) and I wanna yell "they are mice not cars!"

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