The do's and dont's of calling Call Centres...
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Introduction
As someone who has 'been there and done that', I feel its best to explain what will help you, and what will just end in disaster, when it comes to calling companies who have outsourced their help centres, or support lines. For reference, you have called a girl called Jane. Here's what to remember...
DO remember that its not Janes fault
7 times out of 10, Jane works for another company, not the one you are calling. She is trained to take your call and assist you, but not a direct employee. Its more than likely nothing she has done directly. She's there to help you.
DONT swear, curse and sigh
a little tip: dont call the company in a bad mood. go for a walk, and then call later... with a smile. grunting like a caveman will only make the call go slower, and Jane will be less enthused to give you 100% attention and commitment when she has a swearing loon on the other end.
DO remember that Jane deals with thousands of idiots like us in a week
sadly, we all have flaws, otherwise pencils wouldnt have wee erasers on the end. so at some points in our lives, we call people to help solve these problems. On this occasion, Jane has the answers, so try not to come across as too much of a fool, and she will fix it. simple.
DONT complain about how long you've been waiting for
saying "...FINALLY" or "IS THAT A HUMAN NOW?" isnt remotely funny. Jane gets that EVERY call. It's your own fault for calling at that time, and not during the quiet periods (lunchtimes)
DO remember the persons name
Jane will always start a call by saying her name. Remember it and then thank her at the end of the call. It may not improve your situation, but a little politeness goes a long way, and Jane will notice. Sadly she may not get paid as much as us (unless shes an IT helpdesk girl).
DONT forget to check other sources first
if 50% of the people in the queue to talk to Jane checked the Internet (or other information source) first, its more than likely that the problem would be solved saving yourself a phonecall. Google is your friend.
FINALLY
DO remember... Jane is only a human too!
and DONT try and fix things yourself, thats how things get broken beyond repair!
and DONT try and fix things yourself, thats how things get broken beyond repair!
I agree. Well put. That's why I always ask who they work for, third party or the actual company.... then I let em' have it if they are corporate.
It's another story altogether if you have been put on the "do not call" list and then they call you anyway trying to sell crap. Then it's GAME ON!!
I will post how I deal with them on a list later :)
It's another story altogether if you have been put on the "do not call" list and then they call you anyway trying to sell crap. Then it's GAME ON!!
I will post how I deal with them on a list later :)
i totally, completely agree. these people are just doing their job. being rude will get you nowhere.
Yea! One for the souls in the trenches! Excellent reminder.
(sigh)
(sigh)
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