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Director, Call Center Saas Ops
Operations Data Management Consultant
Senior Vice President, Customer Service
Sales and Service Representative
Why Can’t You Take My Call?
Having just joined an airline reward program I wanted to speak to a representative about some queries I had. On 7 separate occasions over the past 2 days I have tried to get through – I get the IVR and select the option I need and after a few seconds hear a recorded announcement saying that they are busy and I should try the web site. Without giving me an option the call ended with a goodbye and I was disconnected. So much for service in a competitive market! At least offer callers a message taking option rather than turn them away – after all we don’t do this in other ‘customer environments’ such as theatres, banks, in the shopping mall so why do it on the phone?!