Call centres - what the **** is going on?

AARRRGH · 09-03-2005 03:33PM #1

Today, after three phone calls trying to get my credit card cancelled, I get a letter telling me they've cancelled my card. Unfortunately, it was the wrong card.

Eircom call centre takes dozens and dozens of calls to get anything done (if you heard my eircom tales, you'd probably cry.)

Irish broadband... OK we all know they're a joke.

Bank Of Ireland... they tell me anything I want to know about my companies bank account without providing ANY security information.

Why can't there be quality control in call centres? Do they simply not give a ****?

It's so annoying. It makes me want to not do business with companies who rely on call centres as their point of contact.

I don't want to hear "they are on **** wages." I have worked in a call centre, I knew I was on **** wages, yet I still did my job. Call centre jobs are not difficult - completing a task for a customer is not difficult.

Very annoying.

AARRRGH.

/RANT OVER

I am MAN · 09-03-2005 03:55PM

As I sit here in a call centre I laugh at you, Most of the people who call are infact the idiots. If someone comes on the phone assertive and bitchy they dont deserve good treatment. Nice people do!

/me points and laughs

(not saying you arent the nice kind!)

Mossy Monk · 09-03-2005 03:58PM

the ammount of idiots calling call centers is alarming. those who do as you ask always most of the time get what they want

AARRRGH · 09-03-2005 03:59PM

Yes, there are lots of idiots in the world, but as someone who has worked in a call centre (my entire student life) I know I am good on the phone when I ring a call centre (I make an effort.)

The problem is just as much the retards who work in a call centre.

BuffyBot · 09-03-2005 04:37PM

Do they simply not give a ****?

Well that and the fact that they're staffed by people just like you. I do wonder what people expect from these places as a rule. You pay your money, you take your chances - If I've come across one consistently good call centre in my life, that's probably the sum of it.

It makes me want to not do business with companies who rely on call centres as their point of contact.

Good luck with that!

MrJoeSoap · 09-03-2005 04:47PM

I cant say I've ever had a problem with a call centre - the waits can be a bit annoying but the people are only doing a job, they can't be perfectly happy all the time. I'm sure everyone here gets angry in work quite regularly.

AARRRGH · 09-03-2005 04:47PM

BuffyBot wrote:

Well that and the fact that they're staffed by people just like you.

Care to explain what a comment like that is supposed to mean?

Someone who posts such negative comments as frequently as you must really dislike themselves.

I am MAN · 09-03-2005 04:51PM

You cut me and i'll cut you.

the_syco · 09-03-2005 04:51PM

dublindude wrote:

Yes, there are lots of idiots in the world, but as someone who has worked in a call centre (my entire student life) I know I am good on the phone when I ring a call centre (I make an effort.)

The problem is just as much the retards who work in a call centre.

You know your good on the phone, do you? Yet every call centre has "retards" in it. I think that you may be the retard.

[rant]
As for those who ring Eircom; they're all dumb pr4ts. Every single one of them. And at least 10 per day will be ringing the wrong number or department.

Make you cry? I bet most of the people you talk to want to rip your head off. You sound like one of those know-it-all types, who ring up thinking they know what the problem is, and that they are being polite, when in fact they know jack sh|t, and are the typical ignorant b4s74rd.

[/rant]

smoke.me.a.kipper · 09-03-2005 04:53PM

ive worked at a call center, and always tried to do my job good so the customer wouldnt be calling back. sometimes tho, they've called tonnes and some ****tard whose not doing their job is ****ing everyone else up. although you seem to be always getting these people, its usually a small minority causing all the hastle.

I am MAN · 09-03-2005 04:53PM

the_syco wrote:

You know your good on the phone, do you? Yet every call centre has "retards" in it. I think that you may be the retard.

[rant]
As for those who ring Eircom; they're all dumb pr4ts. Every single one of them. And at least 10 per day will be ringing the wrong number or department.

Make you cry? I bet most of the people you talk to want to rip your head off. You sound like one of those know-it-all types, who ring up thinking they know what the problem is, and that they are being polite, when in fact they know jack sh|t, and are the typical ignorant b4s74rd.

[/rant]

Yeah Mr.IT that has diagnosed the problem then lies to you.

AARRRGH · 09-03-2005 04:59PM

Wow, such hostility.

If I give my credit card number and they fail to cancel it, yet have promised to do it, and then after a second call they cancel the wrong card, how can that be my fault?

Everyone knows the eircom call centre and the IBB call centre are terrible, so I won't comment on those.

The bank checking no security information, how is that my fault?

Did you bother to even read my post, or did you just want to give out to someone about anything at all?

the_syco · 09-03-2005 05:00PM

I am MAN wrote:

Yeah Mr.IT that has diagnosed the problem then lies to you.

Eh?

the_syco wrote:

they're all dumb pr4ts. Every single one of them.

When I say all, I meant most. Don't believe me? When they ring the call centre, they think we can fix everything. Including the fact that in their last house(in Dublin) they could connect fine, but in their new house(somewhere in the Wicklow mountains) they can't get a good line.

You get the odd nice one on. They actually do what you tell them to do. And the problem gets fixed. And then there's one that will do what you tell them to do, all the settings will be fine, and then they tell you, 20 minutes into the call, that they are in work at the moment, and its the work line, and not the home line, that the problem is on. And that I now have to transfer them to the correct department. Great. And aload of abuse follows.

jesus_thats_gre · 09-03-2005 05:02PM

Call Centre work is good experience. If anything, because you know what goes on a Call Centre it is far easier to manipulate the poor sole trying to help you..

AARRRGH · 09-03-2005 05:03PM

Finally, you really think call centres attract intelligent people?

Call centres are for people who cannot get a better job.

Note: my rant is aimed at customer service type positions, not technical positions. Although you canno blame the customer for being non-technical.

I am MAN · 09-03-2005 05:04PM

the_syco wrote:

Eh?

When I say all, I meant most. Don't believe me? When they ring the call centre, they think we can fix everything. Including the fact that in their last house(in Dublin) they could connect fine, but in their new house(somewhere in the Wicklow mountains) they can't get a good line.

You get the odd nice one on. They actually do what you tell them to do. And the problem gets fixed. And then there's one that will do what you tell them to do, all the settings will be fine, and then they tell you, 20 minutes into the call, that they are in work at the moment, and its the work line, and not the home line, that the problem is on. And that I now have to transfer them to the correct department. Great. And aload of abuse follows.

I was referring to your comment about the people who think they know what the problem is. Mr. I.T! aka Mr. Know it all.

the_syco · 09-03-2005 05:05PM

dublindude wrote:

If I give my credit card number and they fail to cancel it, yet have promised to do it, and then after a second call they cancel the wrong card, how can that be my fault?

Nope. Its their fault. You just forgot to mention that in the first post.

dublindude wrote:

The bank checking no security information, how is that my fault?

Hmmm... I won't say where, but some banks are lacking in this department. Sometimes, once you get through certain questions (they verified you work there) they give you the infomation freely, but still... they shouldn't.

I am MAN · 09-03-2005 05:10PM

dublindude wrote:

Finally, you really think call centres attract intelligent people?

Call centres are for people who cannot get a better job.

Note: my rant is aimed at customer service type positions, not technical positions. Although you canno blame the customer for being non-technical.

Technical is one thing but plain stupid is another and this is the case most of the time.

AARRRGH · 09-03-2005 05:13PM

I am MAN wrote:

Technical is one thing but plain stupid is another and this is the case most of the time.

OK, I'll accept your theory.

So most of the customers are stupid. This must mean most of the call centre staff are also stupid.

I seem to be getting the stupid staff.

Megatron · 09-03-2005 05:15PM

Well having read the thread, here is what i think,

Ericon = worse CS going.... i had my run in's with them and now i don't have any dealings with them anymore , but yeah i had to ring at least 3 times for any issue i have had, and any time i've been promisied a call back at a certian day ( times i can forgive but not missing it ) and have NEVER gotten one.

The banks , well check the small print, and i'm pretty sure that you can put a security question on your account if needed.

yes i do work in a call center ( tech based). yes it's a easy enough job, but getting bombarded by dum dums is hard work , then you get a decent skin on the line , but your to numbed to do the right thing because dealing with idiots all day will bring down your own IQ.

I am MAN · 09-03-2005 05:17PM

dublindude wrote:

OK, I'll accept your theory.

So most of the customers are stupid. This must mean most of the call centre staff are also stupid.

I seem to be getting the stupid staff.

Come work here for a day and you would understand why I say this, yes most of the customer who ring not even 50/50 have no cop on they just dont listen.

lilulila · 09-03-2005 05:39PM

I am MAN wrote:

As I sit here in a call centre I laugh at you, Most of the people who call are infact the idiots. If someone comes on the phone assertive and bitchy they dont deserve good treatment. Nice people do!

/me points and laughs

(not saying you arent the nice kind!)

I totally agree, treat the staff the same way as you want to be treated. With a bit of respect.

AARRRGH · 09-03-2005 05:48PM

Hey, I'm always nice on the phone. As I said, I worked in a call centre for 5 years, so I know how **** it is when someone is unpleasant on the phone.

It is just so frustrating how bad things have gotten - call centres used to be quite reliable, but now, you always have to double check they've done what you asked, and IN MY EXPERIENCE they normally haven't.

Apparently a lot of you work in call centres, so you are probably taking what I say personally, but these are my experiences.

lilulila · 09-03-2005 05:57PM

dublindude wrote:

Care to explain what a comment like that is supposed to mean?

Someone who posts such negative comments as frequently as you must really dislike themselves.

I havent taken what youve said personally at all. I dont see the point of you attacking other posters who are just voicing their own opinion. In all fairness was there any need for the comment above? I think youve let yourself down with that one

AARRRGH · 09-03-2005 06:07PM

lilulila wrote:

I havent taken what youve said personally at all. I dont see the point of you attacking other posters who are just voicing their own opinion. In all fairness was there any need for the comment above? I think youve let yourself down with that one

Are you an alternative nick for buffybot?

My comment was not directed to you...

If you read the previous comment by buffybot you will see he insulted me for no reason, and I commented on that. Search for his other posts on boards.ie. You will see being extremely negative or insulting is his hobby.

lilulila · 09-03-2005 06:16PM

I am not an alternative nick for buffy bot. So what if comments were not directed at me they are still disrupting the board. If you speak to someone on a board like this id hate to see you on the phones. A bit of manners wouldnt go astray

AARRRGH · 09-03-2005 06:20PM

lilulila wrote:

I am not an alternative nick for buffy bot. So what if comments were not directed at me they are still disrupting the board. If you speak to someone on a board like this id hate to see you on the phones. A bit of manners wouldnt go astray

Ummm.... did you not read his comment before my comment? I'm not in the habit of insulting someone for no reason. He claimed I was a retard (or something along those lines.) And this was my comment on his comment!

He disrupts threads often. I do not.

lilulila · 09-03-2005 06:31PM

I do not see one mention of the word retard in buffys posting. I suggest if you have comments like that do make do them over pms rather than disrupting the thread

AARRRGH · 09-03-2005 06:43PM

lilulila wrote:

I do not see one mention of the word retard in buffys posting. I suggest if you have comments like that do make do them over pms rather than disrupting the thread

Ummm, I think you are the one disrupting the thread my dear. It's now disintegrated into ****.

Buffy said: Well that and the fact that they're staffed by people just like you. (after my post was clearly about call centre staff being idiots.)

If you cannot see that's an insult, please ask someone to explain it to you rather than continuing this who-insulted-who loop.

Please, can we get back on the original point now please.

Fysh · 09-03-2005 07:17PM

Speaking from experience, general-public-customer facing callcentre jobs are pretty poorly paid and, put honestly, no there isn't a lot of quality control in terms of staff. The call centre managers are chiefly trying to (just about) stay within the call time and call volume agreements they have with the company, which basically requires someone to answer the phone. Call quality, which requires someone answering the phone to know what they're doing generally ranks as less important than stats, because the complaints that poor call quality generate are less immediate than the effects of messing up stats for the day/week/month (on the basis that they generally have a cop-out rule of formal complaints being made in writing to head office, etc).

Yes, I've worked in public-facing call centre jobs. It's hideous, and generally a resource of people who are either only looking for short-term employment or who are unable to find a better job (either because there are none around , or because they're not qualified). Very few people working there are willing to go out of their way for you, especially if you approach them with a snotty attitude. Dealing with the general public in any kind of support position is a horrible job to have, because so many members of the general public are retards. I have had, among other things, people call me up to complain that a product did not have a function that nobody except a shop salesman claimed it had (but it was still the fault of the manufacturer), people asking me to sort out their problem with other companies, and people call to make complaints while watching porn at an audible volume.

I don't have much respect at all for the general public; on the other hand, having met some of the cretins who are hired in desperation, I don't have a lot of time for people who mess me around. I suspect the key in dealing with people on the phone is knowing exactly what you want and what to expect.

(In my experience, BoI's call centre people have been pretty good - the problem isn't them, but the fact that BoI's policies on how to get internet banking services changed or enabled are stupid. This is, sadly, the case with most big companies. Fortunately, I don't have to deal with eircom, otherwise I think I'd end up screaming and battering random people to death with a keyboard)

BuffyBot · 09-03-2005 08:41PM

dublindude wrote:

Care to explain what a comment like that is supposed to mean?

If I must. You know the saying "people like you" - as in other human beings, people who are just like you, as in fallible. (Unless you're some kind of unheard of superior being or the Pope, which I doubt).

Someone who posts such negative comments as frequently as you must really dislike themselves.

Blah blah bleat bleat. And you wonder why people are being hostile to you?

Call centres are for people who cannot get a better job.

Yeah, of course. You know that about every single person who works in call-centres. Man, you know everything!

Call centres - what the **** is going on?

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