Raj Wadhwani - ContactCenterWorld.com Blog Page 8
I usually have good things to say/write about this bank but today I got frustrated with them and here is why:
I received a message on VM at home to say they need to speak to me - was fraud dept and they wanted to check some transactions. I called them back and was greeted by usual IVR and asked to input my card details which I did. Then after a short while my call was picked up by an agent who explained that my card has been compromised and cancelled. She then went on to say I need to answer some security questions and that’s fine to a point - talk about excessive - not just who I am but every telephone number (3), address, she wanted my date of birth and I asked why do you need all this? she replied its policy and I can’t help you without them.
I then asked what would you ask for if you called me and she said just very little as we would be calling you. Now what would be smarter is if they asked me for something like a pin or other ID like date of birth on the IVR - would have saved a lot of hassle and BMO a lot of time (=cost) and they would appear to be much more organized. I felt the agent could have handled me better - I am usually very considerate to people I speak to on the phone, but when someone starts spouting on about policy without sounding empathetic I get annoyed - its like she could not be bothered that much. I am sure its not the case but I do think better systems and some training in customer care would have been useful to make me happy.
I even had to ask when I would get a new card and was told 7-10 business days! I said that’s absurd and she agreed to courier it by Tuesday (4 business days). If my card ic compromised the least they could do is send me a new one immediately especially as they could see i use it all the time!
So, BMO - not great and some room for improvement. Consider training, policies and procedures to make me a happy customer and save yourself thousands, maybe millions by using a smarter process for when customers call you and have them rave about you not, as I just did, write about you for the wrong reason! …and regular readers you will have read about my interactions with BMO in the past – customer service team are great
Publish Date: August 23, 2012 11:35 PM
Wow - had a real bad experience with AA last week - there was a total lack of comms on the ground at LAX and our flight and we left 6 hours late. It was a fiasco to put it politely - pilots walked off the plane, missed a meeting with US and Canadian Immigration re Nexus that was planned several months ago, missed my connection in Toronto and had to stay in a hotel. I wrote to AA and didn't expect a response - in the past whenever I have complained to airlines I usually got a std response - AA were good though - took on board my comments and thanked me and gave me the impression they cared. Good job AA - I WILL fly with you again! :)
Publish Date: August 15, 2012 8:56 PM
Ok so we have pretty much tied down some excellent activities for delegates! I am exhausted after sampling food at different locations, watching shows etc - its tough! :)
So, what we have planned is to give delegates a real taste of Vegas, The Wild West and Mexico. We have:
1. A photo scavenger hunt - Vegas style! Should be fun!
2. Roped in the famous and gorgeous Gilleys girls and the rodeo bull for some good old fun at Gilleys at Treasure Island including a line dancing competition - details to follow!
3. Organised a fun Halloween costume party - theme for this years events is Super Heroes (for the heroes who are presenting), Cowboys and Cowgirls and Pirates (in honor of Treasure Island)
4. And to round off a fun week, a fun filled evening at Senor Frogs - went there last night and its a blast!
Oh, and for those who want to shop, the Fashion Show mall is just across the road!
so, from a knackered Raj - I think we are all set for a fabulous week in Vegas!
Publish Date: August 10, 2012 1:41 AM
so been exploring - we have arranged some amazing entertainment and networking activities for delegates at our 2012 Top Ranking Performers conference - everyone will love it! Tomorrow I am checking out some potential shows and other eating establishments (life is hard at times :) ) - will be lots of fun at the event later this year - will keep you posted. Oh, also won at blackjack tonight then moved tables and lost coming out even - at least I got some free drinks :)
and for the shoppers - we are going to be next door to a massive mall!
and by the way, Vegas is fun!
Publish Date: August 8, 2012 8:14 AM
Excited to be on my way to Las Vegas - just flew in with AA to LAX and in the lounge for a an hour then off to LV! Will be exciting - taking in some shows, checking out some restaurants and planning for our event later this year. Will be meeting with Marveless Mark - our entertainer at Hard Rock to see if he can perform at TI for our gala - its exciting and so far everyone except 1 company has confirmed for Vegas! will be an awesome event!
Publish Date: August 6, 2012 8:46 PM
Amazing opening ceremony for the London 2012 Olympics - normally don't spend much time watching but yesterday watched it all! - kept me entertained - very impressive ceremony! Liked the bond piece and also rowan atkinson - nice integration.
Music was awesome - so much Brit talent in the music world!
Looking forward to some exciting sports competition in London. It's amazing how talented these people are - very motivating (reminds me of the passion and motivation I see at the Top Ranking Performers Conferences we put on - amazing people!)
Publish Date: July 28, 2012 1:10 PM
Las Vegas - Oct 29th - Nov 2nd 2012
Publish Date: July 25, 2012 12:35 AM
London - Madame Tussauds June 29th 2012
Publish Date: July 25, 2012 12:33 AM
Singapore July 13th 2012
Publish Date: July 25, 2012 12:32 AM
Orlando June 18-21st
Publish Date: July 25, 2012 12:29 AM
London June 25-29th
Publish Date: July 25, 2012 12:29 AM
Singapore July 9-13th
Publish Date: July 25, 2012 12:27 AM
Why does an association that is there to support the interests of its members & nation get so petty when one of their members wins a ContactCenterWorld award at what has been referred to the Olympics of the Contact Center Industry?
Shame on the association - why would anyone want to criticise its members for entering global awards! It's like a sports club saying to a member who goes onto the Olympics 'What we are not good enough for you anymore?! - we don't want to know you anymore because you don't compete locally! ' - how pathetic!!!
Publish Date: July 18, 2012 3:47 PM
Having an awesome time at the APAC conference in Singapore (2012 Top Ranking Performers)
- really amazing presenters! Very inspiring!!
Publish Date: July 10, 2012 9:31 AM
we had a blast! Pictures say a 1000 words right!
Publish Date: July 4, 2012 4:36 PM