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Call Deflection at its Worst? What do you think?! - Raj Wadhwani - ContactCenterWorld.com Blog

Call Deflection at its Worst? What do you think?!

 

So I am applying for Citizenship in Canada and check the status online. Apparently i was sent a letter 16th July inviting me to an interview/test August 10th

... I never got the letter and even though they have my email and phone number they chose the slowest method to contact me - I am supposed to sit a test and even if i did get the letter, they are not giving me much notice at this holiday time of year!.


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Needless to say, I only saw this when I checked the status online August 17th and missed the deadline. They did however offer a phone number to call if I could not make the appointment.

So I called them and the IVR is so confusing - if you don’t have touch tone you are basically helpless. Anyway after listening to some options I select one only to be told all my questions can be answered online and as the contact center is too busy I will have to call back later if i want to speak to anyone. No option to hold either!

Come on Canada, you can do better than this! What about all the folks who don't have touch tone?, what about all those who can't find what they want on the web? What about allowing people to at least queue rather than push them away? Or at least leave a message? ... call deflection at its worst I think! :(

Publish Date: August 18, 2015 8:19 AM

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