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Operations Data Management Consultant
Customer Care Operations Manager
Director of Customer Operations
Director of Special Projects
Director, Sales Initiatives
Contact Center Supervisor
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?!