Blast This Call Center

Blast This Call Center Two of my clients happened to my office a couple of days. And only by chance, we speak of the problems that they encounter when you try their phone bank.Now I do not want the shame of the bank by their names. The complaints were already known, then? S given an opportunity to correct the problem. However, the experiences of these people is an interesting reading. Especially when you consider the introduction of a call center system.One these customers, Brian, wanted to speak, his bank manager urgently. The bank is located about a mile from Brian? S office, but Brian was visiting the bank because of problems with traffic and parking in this part of the city. So decided to phone the brain its bank manager.It? And probably also mention that Brian is a businessman of great success and is regarded as an important client of your bank? not that really all difference.Brian the call and will result in a call center in a completely different part of the country. Here? S, as the call was treated: Call Center? Good moing. ABC Bank, Customer Service is Suzie speak. How can I help you? Brian:? Good moing. Can I say John Smith, please? The call center, then Brian asked his name, his name and his account number.Call Center? I? M sorry. This line has been set. Brian:? That? Alright, me? Ll wait. Call Center:? I? M sorry but I? M does not allow you to keep. Brian:? Now you can send me! until someone else in this area? Call Center:? I? m sorry. All lines are active in this branch. Brian decided to leave a message for his manager to view back.Two days later, Brian still has not heard from her bank manager, so he calls again. Again, the call center answers all your Brian, but not with his call or hold.In desperation, Brian has asked for the fax number of its industry. He types a fax to his manager, or someone from the bank to make a call. When he tried to send the fax, the number is unobtainable.Brian jumps in his car, has made the fight against trafficking, they were able to park and, finally, the counter of his bank.Brian:? I? Ve tried to phone and if I could? t I have tried to send a fax. Receiving Bank Heads:? Oh. Divide that number by fax a few weeks. Everything seemed very funny, until I tried my bank this week. I have a little 'more than 3 hours trying to say that someone can help me, a simple payment transaction.So What do we lea from all this? The score? S is the perception of its subsidiary bank. This is a building with a number of people in it. The customer expects to be the phone number for the industry and get up to on this subject? no call center in a remote part of the country.The customer expects that everyone in this area are working together as a team. That if a problem, so that the bank seamlessly.That will ensure that everyone knows his telephone and fax numbers in system.Where believe the call center system is wrong is that there are some hypotheses. It is assumed that telephone calls can be made better by a building constructed centre.That yet the customer can choose their branch. What not? T, no matter where it is geographically. Despite the fact that changes of emphasis will immediately inform the customer that he is not the local phone branch.That effective technique is simply a matter for the functioning of a system, and that understanding the psychology of the call was not important . That All the calls are centrally located, you can reduce the number of people involved in business branch.I remember some 'joke on a printer, which is a sign that read? You can get cheap. You can do it quickly. You can create a great quality. Choose one of these three options. I think the banks have decided that we all like that cheap.Hmmm. Something to think about! Derek Williams is creator of the WOW! Awards? and Chief Executive for the Society for Consumer Protection in Professional Europe.For more information about Derek Williams visit   For the WoW! Awards (including access to a free customer service newsletter) visit