Raj Wadhwani - ContactCenterWorld.com Blog Page 14
Today I got a call supposedly from my credit card company saying that my card may have been used fraudulently and asking me to confirm my details - I became suspicious when the caller asked me to confirm my number - he gave up when I refused and so I called Capital One my card issuer and told them - they were helpful but what concerned me was I had to insist they cancel my card and issue another one and they were not that interested in the number the fraudster was calling from. I was kinda shocked by their lack of interest! It's a crazy world!
Publish Date: May 28, 2010 12:26 AM
I'd like to share with you my recent experiences with Rogers Canada. They make for a great lesson in customer care and how to make processes slick and convenient for the customer.
Don't think I am going to say nice things about Rogers, rather the opposite - talk about bad practices - these folks need some help. Here is my latest experience with them.
Dec 2 2009 I called about 2 phones I have and I wanted to ask about terminating one and downgrading another whilst I was out of the country. I got some information that would help me. The plan was to cancel one on 24th Dec and downgrade the other. The phone we were cancelling was playing up so we thought we would replace it when we were back in March 2010.
On 24th Dec 2009 I called Rogers again and asked to downgrade my phone and cancel the other. Seems I was not aware that i should have been transferred through to another dept to be cancelled - the agent I spoke to gave me the impression all was completed as planned.
I came back March 24th 2010 and on 26th purchased a new phone on the Rogers network so I would once again have 2. Little did I know they never cancelled one of them in December so now I had 3. When I found out I called in again and asked someone to find out if they could pull the phone recording and listen to what I asked for in December - they said they could not - I would have to speak to a manager. I asked for one to contact me - never happened.
Today I called again and spoke to an agent about adding some services and enquired about the phone that should have been cancelled and she confirmed it was still active! I asked for them to cancel and was told i would have to be transferred to another department and was duly put on hold. what seemed like ages later I had to hang up - I had a meeting and was now running late.
So as soon as my meeting finished I called Rogers again and when promoted by the IVR I said I want to cancel. the agent who took my call 'Bill' was very efficient and helpful - probably the best I have ever had from Rogers. I explained the call and he looked through notes and confirmed I had called in on 24th to downgrade one phone but that there were no notes about cancelling. he then explained that I should have been transferred to another department at that time to complete the process. i explained that as far as I was concerned I had done what I was supposed to and added that I am not aware of their procedures and that when I request a cancellation I should not have to know their processes - that’s for them and if I was not put through correctly that’s not my fault. He understood and we spoke about the calls I had made. I asked for the recorded call to be made available and he could see I had requested this earlier.
Eventually he told me that I would have to write in to request this. Now I was on my hands free kit driving so i asked if he could email me the address - he said they don’t have email. i then asked if he could text me and he told me they cannot text. I then suggested we hang up and he call me back, I let it go to VM and he leave a message - surprise surprise - he told me he cant make outbound calls. So I had to find a suitable place on the highway to stop to write down an address. Crazy! I then said can we at least make sure we cancel the phone and he advised me I would have to be transferred to another person. I asked why especially as that was the option I selected on the IVR - it did not make sense. he told me their job is to save customers and not cancel - that’s another dept. What a long drawn out process.
So I was transferred to another agent eventually who then asked why I wanted to cancel and I explained again. She told me she would have to put me on hold whilst she does this - I asked if she could call me back because I had been on the phone for probably 30 mins. she said no, I was not one of the approved call back scenarios - seems f there is a systems failure, or we get disconnected they will call me back, but not if I request it! by now I was starting to get frustrated (I try hard to keep my cool because it's often not the agents fault - its what they are told to do). So I had to hold whilst she pressed a few buttons at her end. she then came back and told me it would take 30 days. I said 30 days for what? The phone was dead, no calls had been made/received since Dec 24th and I would have to wait another 30 days? Policy apparently. I said fine, i would be disputing the situation and I said thanks goodbye. She stopped me going and told me she had to give me more information and proceeded to reel off what must have been like 2 minutes of policy information. I asked if she could email me and, surprise surprise I got a 'No'. she could read it again and I could make notes. How crazy is this. Anyways I said look I have to go and confirmed that’s it. she said yes and I ended the call.
Come on Rogers - why do you u customers through all this pain and hassle? Do I really have to write to Toronto requesting my call recording to be made available? Why don't you equip well trained agents like Bill with the ability to cancel and give him tools like email and at least texting capabilities? Why can't a customer request a call back? Why is doing business with you so hard?? You are not creating loyal customers - you are torturing the customers you have by outdated and poorly thought through processes. I would love to hear why! We have a choice and I will never sign with you guys again when my cell phone is up for renewal.
If you want to comment email me at email@example.com
Publish Date: May 7, 2010 10:07 PM
Interesting story. I ordered a new treadmill - old one was toast after a flood damaged the motor. When I placed the order it was in stock - this was almost a week ago. I also ordered a small module for iFit Live - probably the size of a credit card. 3 days ago the iFit Live module was shipped and today i check the status of the treadmill. Online it showed me it was 'Open' - whatever that meant so I called the 1-800 number and got thru to a live agent quickly (that was good). I then explained what I was after and the agent asked me for the order number which I gave him. He read it back then said "it's not coming up" so I read it again and then he asked 'where are you based?"
I told him Canada and then he said "Well that makes all the difference" in a sarcastic voice. That annoyed me - how am I supposed to know this? and why he could not just ask me where I was calling from if he needed that info? The guy sounded bored and dis-interested and did not make me feel great about calling about the order. This is a fitness product and the agent should make me feel good that my nice new machine will be with me shortly - that’s what I expect. Is this reasonable or am I being critical? Please comment at this link
Publish Date: May 6, 2010 7:32 PM
I am outsourcing some outbound calling to a 3rd party. Today I had a note from the owner asking me what contact rates should we be looking for to make this program a success. My response was simple, this is a sales campaign and they should know you don't look at contacts in a sales campaign as the key measure, you look at sales value to see if its viable. after all 100 contacts a day but no sales is far worse than 1 contact in a day and 1 sale valued in the $000's. Makes me wonder about the expertise of an outsourcer when they ask me for what no. of contacts I am looking for when I am looking for sales and $$$ to pay for the campaign!
Publish Date: April 30, 2010 2:17 PM
Wow - what a brilliant product. I love it. Travelling around the last 3 months I managed to get internet access everywhere I went throughout the Southern States. Its a very clever device for those of us who travel and need access to large amounts of email or data. Only downside is that if you go over your 5GB of data which i did a few times, its kinda costly. Service is great though - often I stayed in places where the internet provided by the hotel would drop, the Verizon would work though so I always had internet connection - even when I was in my car or at a remote destination. Nice product - recommend it. Big thumbs up to this product.
Publish Date: March 24, 2010 11:36 PM
I purchased and had installed a Kenwood 6140 in dash GPS/Sat Rad/hands free blue tooth system into my vehicle for my epic 3 month road trip around the States. Just got back and 17,000 km later I would like to report that overall, I am very disappointed in the system and I shall be passing my comments on to the dealer who installed it, Kenwood the manufacturer and Garmin who supplied the GPS. The unit has several flaws - for example you are looking for a place using the search tool (which by the way was very poor - many times the GPS directions were off - once by almost 6 miles!) and you find it - the GPS displays the tel number but even with a bluetooth phone hooked into the system you cannot dial it from the 6140 - you have to use the keypad on the phone itself which is illegal in many states and dangerous. Whats the point of having a bluetooth device which allows you receive calls and speak with the optional hands free kit I purchased, but makes you manually use a cell phone keypad to dial a number displayed on the system? Also, what was very annoying is that the GPS would display a turning in advance but announce it sometimes only 200ft away through the text to speech engine - imagine driving a vehicle with a large travel trailer in tow doing 70mph down a very busy interstate and then being told you have to turn off in 200ft? Absolutely ridiculous and very very dangerous. The whole idea is to get advance warning so you have time to change lanes etc and with a text to speech engine there should be no need to look at the screen most of the time. The GPS system bundled with the expensive 6140 was very very basic - the worst I have used since sat nav was introduced many years ago. I have a Navigon system that I purchased 2 years ago that is far superior and only cost a fraction of the Kenwood system. My advice to anyone looking at a Kenwood 6140 is don't bother, it's a waste of money.
Publish Date: March 24, 2010 11:32 PM
So after travelling some 17,000 KM in the past 3 months, I am back in Thunder Bay. Was a great trip and met some great people on the way through Florida and Texas. Got delayed coming back due to snow in Kansas! Now back home in the North there is no more snow :)
Publish Date: March 24, 2010 11:18 PM
Just arrived in Dallas and the weather is fantastic. Hoping to visit some other centers whilst I am here. Planning for our conferences is going really well - an amazing lineup of speakers will be there. More details on the conferences to follow.
Publish Date: March 11, 2010 12:55 AM
I would like to thank Jewell at Austin 311 for the tour this week - it was awesome. Also thanks to Kim and her team at National Instruments - another great tour in Austin. Thanks folks - some good things happening out there!
Publish Date: March 11, 2010 12:49 AM
I meet, hear from and read about so many outsourcers who blatantly say their people are highly valued and motivated. So when I receive communications from some outsourcers to advise me they won't spend any money sending their agents to compete in awards they have already qualified for it frustrates me. Why some outsourcers encourage their staff to enter then, when they are invited to come to present to try and win awards or to receive an award, the outsourcer backs out citing a lack of funds. They don't consider how the agents must feel or the effect on morale on the rest of the center - image the uproar if say the US Ski team qualified for the Olympics and the US Olympic Committee then turned round to the IOC and said, "thanks, but we can't pay to come to the Olympics." Imagine what message they are giving every potential Olympian! Shame on the outsourcers for not practicing what they preach. If you value your staff and do have a highly engaged workforce, show it - you owe that to the staff you put forward at the very least allow them to go as far as they can! Otherwise please do not bother entering awards where participation is required - you are creating a bad impression for your staff and your entire company and I certainly do not condone this.
Publish Date: March 11, 2010 12:39 AM
I have flagged this as a quality and customer service issue.
I have been using Virgin Mobile in the USA since 2006 and in past years found the service great. However recently I have become a little frustrated. I have 2 Virgin cell phones and when I called from one with an issue about another I had to navigate the frustrating menu options to find some help with the phone. None of the IVR options matched my needs so I selected troubleshooting only to go round in circles. The IVR system kept on playing the same set of announcements - there seemed to be no way to speak to anyone! After probably 15 minutes of frustrating messages I finally connected with an agent - talk about call avoidance! The agent was based in an outsourced contact center and almost sounded like a robot. I explained my problem and she said 'Ok ma’am, what we will do is ..." I let her finish and said I am not a woman. She obviously did not take notice because a minute later she called me 'ma’am' again. I said again, I am not a woman. At this point she apologized. She knew my name etc but for some reason called me 'ma’am' twice! I found this once before with Virgin Mobile USA.
Come on guys, this is not acceptable and I certainly do not sound like a woman! And the service? it was very poor overall - talk about call avoidance with IVR! Eventually the agent gave me a solution in the form of a set of instructions - I asked if they could be emailed but they don't have access to email so I had to write down the instructions and was told I could call back if they do not work. You can bet I read back word for word the instructions - all of them - because I did not want the hassle of calling back, spending 15 minutes trying to get an agent and then being called 'ma’am'. Come on Virgin Mobile USA - what happened to the great service I used to get? Cost cutting on service will lose my business.
Publish Date: March 2, 2010 3:27 PM
So I am almost as far South in Texas as I can go to escape the cold my colleagues in the North are experiencing ! yesterday was beautiful, todays its cooler and breezy. Hope to do get some R&R and then will be heading back north later in Feb. South Padre is a little gem in Texas - miles and miles of sandy beaches :)
Publish Date: February 15, 2010 5:45 PM
Special thanks to Carol Trostle (fmr President) and Clifton Smiley President PTMA San Antonio, TX for their kind hospitality and time during our meeting in San Antonio recently. ContactCenterWorld.com are pleased to support the PTMA. Check out PTMA at this link http://www.ptmasa.com
Publish Date: February 15, 2010 5:40 PM
I would like to thank Professor Marcello Salazar and the team at Brazilian Top Team San Antonio - I managed to get in some BJJ, Boxing and Kickboxing. A really active (lots of classes) club with all the facilities you need - large mats, weights, bags, cardio equipment and even a cage. One of the best I have visited.
Check them out at http://www.btt-texas.com/index.html
Publish Date: February 15, 2010 5:36 PM
I had the chance to visit the Blinds.com contact center in Houston thanks to my good friend Brad of Primas Group. During the tour we met with Steve Riddell VP Operations who shared with us great information about the center and what they do - I will be writing about these guys very soon!
Publish Date: February 10, 2010 6:04 PM