We all expect high quality service from companies most especially when you need to speak to a human being on the other line. Most prefer to speak to a live person rather spending their time pressing buttons to resolve their problem.
A group of volunteers have started a movement called GetHuman to change the face of customer service. They currently have a database of phone numbers for consumers to call and rate their experience. It is interesting to note that they included the number of minutes a person was on hold before getting an agent to answer their call.
A visitor who I believe was an agent washes his hands by stating he is not responsible for giving bad service on the phone. His hands are tied because management decides and dictates what he needs to do on the job. This comes from someone who is not genuinely concerned with the customer.
I commend them for starting this website and am looking forward to learn what customers have to say. Their service may be free but it is very valuable. I hope they publish their findings and this should go to call center managers to help companies improve their service.
» Virtual Representatives will Hurt Customer Satisfaction from CallCenterScript
Krissy of BPO Tiger discusses virtual representatives being the biggest threat to the outsourcing industry. Companies have started this a few years back and now one of the largest call centers, Convergys will be utilizing a mix of human interacti... [Read More]
Tracked on: December 30, 2006 1:48 PM | Permalink to Trackback