http://www.unitedbyyucca.com/2006/06/14/call-centres/ This blog is about the things that make me smile, rant or shake my head in consternation. Wed, 07 Jan 2009 12:12:50 +0000 http://wordpress.org/?v=2.0.1 http://www.unitedbyyucca.com/2006/06/14/call-centres/#comment-2273 Fri, 15 Dec 2006 14:59:22 +0000 http://www.unitedbyyucca.com/2006/06/14/call-centres/#comment-2273 It's a real paradox - the moment you try and 'measure' performance, you change it's very nature. Sounds a bit like the <a href="http://en.wikipedia.org/wiki/Uncertainty_principle" rel="nofollow">Heisenberg uncertainty principle</a>. Maybe there is a correlation between call centres and quantum physics. It’s a real paradox - the moment you try and ‘measure’ performance, you change it’s very nature. Sounds a bit like the Heisenberg uncertainty principle. Maybe there is a correlation between call centres and quantum physics.

]]> http://www.unitedbyyucca.com/2006/06/14/call-centres/#comment-2271 Fri, 15 Dec 2006 08:49:40 +0000 http://www.unitedbyyucca.com/2006/06/14/call-centres/#comment-2271 I understand your frustration, Indeed call centres were a good idea in the days when the person taking the call could, or was allowed to, do something about your enquiry or complaint. These days the people measuring such things seem to be of the opinion that service level is measured by how quickly you answer the phone and how quickly they can get rid of you to take the next one, not what they do with the reason you called.... It's all very sad really, I worked within the industry for a number of years and watched the decline of standards. Whenever i tried to point out that unless you did something about the issue the person rang about you hadnt actually achieved anything i was always told "but we are meeting our service level".... absolutely bonkers... i stuck at it for a while but it drove me mad so i dug a tunnel and escaped... I understand your frustration, Indeed call centres were a good idea in the days when the person taking the call could, or was allowed to, do something about your enquiry or complaint. These days the people measuring such things seem to be of the opinion that service level is measured by how quickly you answer the phone and how quickly they can get rid of you to take the next one, not what they do with the reason you called….
It’s all very sad really, I worked within the industry for a number of years and watched the decline of standards. Whenever i tried to point out that unless you did something about the issue the person rang about you hadnt actually achieved anything i was always told “but we are meeting our service level”…. absolutely bonkers… i stuck at it for a while but it drove me mad so i dug a tunnel and escaped…

]]> http://www.unitedbyyucca.com/2006/06/14/call-centres/#comment-1353 Wed, 14 Jun 2006 23:05:28 +0000 http://www.unitedbyyucca.com/2006/06/14/call-centres/#comment-1353 mum: my independant financial advisor advised me to talk directly with northern rock, as I already had a mortgage with them. mum: my independant financial advisor advised me to talk directly with northern rock, as I already had a mortgage with them.

]]> http://www.unitedbyyucca.com/2006/06/14/call-centres/#comment-1352 Wed, 14 Jun 2006 22:53:21 +0000 http://www.unitedbyyucca.com/2006/06/14/call-centres/#comment-1352 I've often found myself boiling with rage over that too - you give a set of information like your credit card number and expiry date to a robot by pressing keys on your phone and you KNOW that the first thing the human being will ask is exactly the same information. It must just be a ruse to keep your fingers busy while you wait. They might as well say "imagine how you might express the phrase 'my cashpoint card has been inexplicably eaten by your ATM machine' in sign-language". I’ve often found myself boiling with rage over that too - you give a set of information like your credit card number and expiry date to a robot by pressing keys on your phone and you KNOW that the first thing the human being will ask is exactly the same information. It must just be a ruse to keep your fingers busy while you wait. They might as well say “imagine how you might express the phrase ‘my cashpoint card has been inexplicably eaten by your ATM machine’ in sign-language”.

]]> http://www.unitedbyyucca.com/2006/06/14/call-centres/#comment-1350 Wed, 14 Jun 2006 20:10:38 +0000 http://www.unitedbyyucca.com/2006/06/14/call-centres/#comment-1350 why not use an independant finanacial advisor and let him(her) do all the hard work? why not use an independant finanacial advisor and let him(her) do all the hard work?

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