Call centers: Are they helping or is a trap for consumers dissatisfied?
Long annoying music sessions in the ear, many more voices of machines than people, full menu of options that do not meet the needs of the caller. All this is quite common for the client that communicates, dissatisfied with a call center. Much more common to hear the other side of the solution to your problem that afflicts.
A recent report by the Consumers Association Argentinos services found that most claims are users of telephony, both fixed and mobile . In the first case, the most common complaint goes through the delay in repairing the lines. In the second, the difficulty for removing a service.
Stella Carniel, responsible for the report, adding that the most difficult time to communicate with a customer service center is finding the person who can solve a problem, if it exists . "The effectiveness of call centers is limited. The ability to meet so many complaints is low, which makes people sometimes hesitate to call, "he says. It also recognizes that this situation does not usually happen:" Sometimes they seek to gain from exhaustion. "
version is well known that users have over the operation of customer service centers. But what do the charge of receiving and attempting to solve customer problems?
Five former employees of these centers will LA-NATION only weapon available to meet and / or fix a minimum of questions.
As agreed on is that the employee who answers the phone has good will to try to resolve problems of users, but the tools we have, the pressures of the company to reduce the length of calls and even make them repeat excuses not to deal with the problem are stronger than any personal commitment.
That told Ignacio, 29, who worked in the area of \u200b\u200btelephone customer of a company providing cable television services and the Internet. "The training they give to a person who enters is very basic. In my case, I knew absolutely nothing about computers and should stick to the steps you gave me, and expect it to solve the problem, "he said.
But what happened if the basic instruction not served? "There, the company called me to say that the client had a problem with your operating system or your network."
Ignacio told also that there were other methods to "get rid" a customer with a problem they could not fix. He recalled having said "wait what happened to someone more qualified" often, though I knew that he took the post was not better trained to solve the problem.
With this, or the also classic "reboot and call back, managed to move to the next user, another primary objective, and that operators should take care of 80 calls per day, an average of 4 minutes each. "When you saw that you spent time, we were starting to get nervous," he said.
Mariana worked at several call centers. From their point of view, in most cases this type of care does not serve the customer. But it says the same utility for the company.
"At one time I made personalized attention. My boss told me that we just could serve 10,000 people, when in a call center, at the same time, that amount is multiplied by ten. The intention of call center is not to solve all orders, much less, but filtering "he says.
No results found. Gustavo, 26, served two years in the plant of a major social work. Shifts are responsible for providing and receiving complaints. Most claims were for patient dissatisfaction with medical care.
In such cases, we took the complaint, they asked the name of the physician and patient warning him that his claim would be entered in the database. Gustavo recalled: "That people often turned to call to make an appointment. And he gave a very professional appointment which had complained. So what's the use?".
Mary spent two years talking with customers from Argentina cellular dissatisfied Americans. This form of decentralization of the service, he said, has even less likely to solve a hypothetical problem.
"The fact that the call center is separated from the company for which the customer makes a problem. The representatives were only able to follow step by step instructions. We had a system in which everything you could do was to click "next" and, at best, write a complaint, "he said.
His conclusion is not very hopeful: "When a representative of a call that will tell you to write your complaint, it is almost like kicking the problem to the next agent to which the client will call. Rarely such complaints are taken into account. "
NOTEBOOK24HS Internet-Daniel DelaWeb 
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