Just recently, I noticed that one of our corporate credit cards had been used fraudulently. When I dialed the 1-800 help line for my bank, I was met with many recorded options to select from their answering service. I chose the option to "report an unrecognizable transaction on your statement". I was then placed into a queue for about 20 minutes. When I eventually spoke to a customer service agent, I explained my concerns and the situation, and was told that they would look into it, close the account, and requested us to cut up the card because a new card would be issued (which we received within 4 days). A few days after receiving the new card, I checked the account online just to make sure that the account had been closed. To my surprise - it wasn't. So I called the same 1-800 number, where I was placed in the queue again for 25 minutes. | |
Simple enough question don't you think? Well, apparently not. He then went on to list all of the credit card numbers and their respective account numbers (which I already knew) and then carried on talking about stuff that was totally irrelevant to my question. When the agent finished his ramblings, he asked me, "So what's the problem then?" To which I replied, "OK I'll just repeat my original question then". After going through more information with him, and explaining my situation again, he said to me, "I keep having to tell you this because it's obvious that you don't listen!" This outburst left me in shock, and my only reaction was to ask him just who he thought he was talking to? As if his first comment wasn't bad enough, he yelled: "Someone who obviously can't listen!" and then just hung up on me! Shocked and frustrated, I called back and, of course, waited in another queue for an additional 30 minutes this time, and eventually asked to speak to a manager. I asked the exact same question (although we had a new credit card with a different card number, the account with the fraudulent transactions had remained the same, and was this correct - did all account numbers remain the same?). He replied simply with a 'Yes'. That was all I wanted to know from the very beginning, and the manager answered it with no problems at all. One of the other frustrations I have with this company is, although from the outset of your call you are told that calls are recorded for the callers and company's benefit, the manager confirmed that they don't always record all calls - so I couldn't even ask him to pull up my previous call and use it for "training purposes"! I'm also still waiting for that apology letter I was promised by the manager I spoke to! Do you have a customer service story that you'd like to tell? We want to hear it - good or bad! Send all contributions (in WORD format) to Content@ContactCenterWorld.com and we'll publish them in our Heroes & Villains section! |
Published: Wednesday, July 9, 2003
3.) | Accordia Solution Accordia Solution CIS Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity. Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with... (read more) |
4.) | Adversus Dialer Adverus Dialer Adversus is a web-based dialer and practical CRM solution for telemarketing, fundraising, and appointment scheduling businesses. |
11.) | Astute Solutions Astute Agent Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands. Astute Agent balances agent efficiency with customer experience. Here’s how: - Automated email responses Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send. - Auto-populated case fields AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case. - Time-saving case feat... (read more) |
16.) | ContactCenter4ALL CC4Teams Contact Center solutions; that is what we do! So we know, like no other, that integrating natively with Microsoft, making our solution available on the same screen is what your customer contact team needs. CC4Teams enhances Microsoft Teams with features and adds additional functionality to use Microsoft Teams as a complete Omni-ChannelContact Center solution. For example, CC4Teams adds our proprietary drag and drop IVR (no code needed), ad-hoc or scheduled call recording, operator attendant, historical and real-time reporting (integrates with Microsoft PowerBi), wallboards, home workers, supervisor functionalities, and skilled based routing directly to Microsoft Teams. The intuitive CC4... (read more) |
17.) | Contaque Contaque VERVE Cloud or On-Premise? Elevate Customer Experience Either Way with Our Contact Center Solutions! |
I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide
Send To Friends Post On My Wall