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Article : Keeping the Worst for Last

We all experience bad service at times, but sometimes the service is so bad we cannot comprehend how the company still remains in operation. We asked industry professionals to share with us one of the worst customer service experiences they experienced.

- A survey by Joss Jalbert, ContactCenterWorld.com



"My mortgage rate was recently scheduled to reset which prompted me to look over my original contract. I called the bank to ask what the new rate would be and to ask how the number would be calculated. Not only was the bank representative unable to locate my mortgage contract, he insisted the bank did not have access to such paperwork. The called ended abruptly and my questions and concerns were far from being addressed. A week later I received additional information in the mail detailing my new loan and after looking over my original contract again I came to find that the new rate was in fact calculated incorrectly. I called the bank again and following another lengthy conversation the bank finally agreed they were mistaken. Given the current state of the economy, particularly in the banking industry, I found it ironic that the bank did not understand its own contracts nor had the motivation to address my concerns in a manner that gave me confidence in their knowledge and service."

 
Dale Smith
Md
United Kingdom

"Painful as it is have my cable hooked up with Virgin Media. Endless phone calls and several engineers later and I now have less channels than i did last week. I give up"

 
Paul Hamilton-Smith
Partner
Procesos Comerciales
Colombia

"microsoft customer support. I had to purchase two licenses after the customer support rep thought i was stealing a volume license key provided by the university i am doing project for. It took them about 8 calls, 3 hours on the phone and over one week to tell me they could not help me with my volume license issues."

 
Richard Blank
CEO
Costa Rica's Call Center
Costa Rica

"When I sent in a trouble ticket, and received no response by email nor phone. I took the liberty of calling the assigned agent and found their mail box full. After pressing the 0 button to hopefully speak with an operator, I was amazed to find that mailbox full as well. There was no chance of speaking with a live agent, all forms of contact seemed to lead to a dead end, and I had no choice but to take my business to another company. I was more disappointed than angry since they had initially earned my business by exceeding all expectations. To this day, I still have not received a courtesy call or email from them. It has been two months..."

About Costa Rica's Call Center

Costa Rica's Call Center (CCC) is a telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every... (read more)
 
Najenjwa Mbagga
Head of Department Customer Care
Vodacom Tanzania
Tanzania

"i entered an office and someone behind me walked in and was totally ignored by the staff at the reception while warmly welcoming this visitor who seemed to be their regular customer."

About Vodacom Tanzania

Vodacom is a leading African communications group providing mobile communications and related services to 41.3 million at 30 June 2009. Its mobile network covers a total population of approximately 18... (read more)
 
Douglas Utley
Partner
ScottMadden, Inc.
United States

"I had a technology vendor sell and configure an imaging application that can do zonal field recognition (OCR) for filing faxes. Only after installation did he explain that we needed to buy a special module so that the system could reorient faxes that came in upside down. Go figure!"

 
Steffen Wuth
Managing Director
Germany

"I asked German pay-tv operator Sky to change my STB-card from satellite to cable. I had an older cable-STB and mailed all the details to Sky so they could send me the right card. After more than 3 months and several cards that could not be initiated, Sky told me that my STB was to old and I had to buy a new one. With the details I had given them, I would have expected the answer right at the first time."

 
Todd Baxter
Evp/Coo
Optum
United States

"I called a cable company to request service, experienced a long wait time, finally had a appointment scheduled that was several days out, then the technician didn't show up as scheduled. Nothing at all about that experience was good."

About Optum

Optum is a provider of information and technology-enabled health services business dedicated to helping make the health system work better for everyone. Optum is powering modern health care with nearl... (read more)
 
Jackelene Aquino
Country Human Resource Manager
Concentrix Philippines
Philippines

"The recent one i had was the worst, the agent could not even hear what i am saying. He cannot even express himself in good english that i would best understand. Seems that the telephone system is not good and staff not well trained."

About Concentrix Philippines

Aditya Birla Minacs is a business solutions company that partners with global corporations in the manufacturing, retail, telecom, technology, media and entertainment, banking, insurance, healthcare an... (read more)
 
Niels Kjellerup
Manager
Australia

"Being told by me ISP (Big Pond in Australia) that my letter terminating my service contract was illegal, because BigPond only accepted phonecalls terminating contracts. This has led to a 9 month battle to have my account cancelled."

 

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - What Type Of Relationship Do You Want?

Read today's tip or listen to it on podcast.

Published: Friday, April 9, 2010

Printer Friendly Version Printer friendly version

2024 Buyers Guide IVR

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
PEC Telecom

Virtual Phone Numbers (DID) and Business VoIP Phone Service
Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed.

DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from...
(read more)

5.) 
Pointel

Voice Self Service
Voice self-service can reduce cost and improve customer satisfaction. As with every system implementation, it is not the software, but the implementation that will define the success of the project. This also holds true for self-service implementations. Pointel follows a unique and proven process to implement voice self service. This process has been fine-tuned through years of experience implementing contact center and self-service applications. Pointel can design and develop solutions that will meet and exceed our client’s voice application needs. With several years of experience in Genesys GVP(Genesys Voice Platform) implementation and integration, Pointel can provide an integrated voice...
(read more)

6.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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