I worked in an inbound call centre for three years. I worked as a Level 1 analyst, meaning that the work I was doing was intended to resemble all of the previous calls that I’d taken. In other words, I wasn’t paid to come up with creative or unusual solutions.
In that time, I learned that there were three ways that clients could quickly become upset:
- Getting the runaround. There are few ways to upset a call centre client more quickly than causing them to feel that they are being shuffled around between people who don’t know the answer, or don’t care about their issue.
- Getting the wrong answer. Clients rarely got upset when they were told by a rep “I’m not sure, I’ll have to check on that”. What would upset them is if the representative confidently presented them with the wrong answer, and the client had to call back later to rectify the issue.
- Getting inconsistent answers. Possibly even more so than getting the wrong answer, clients got very upset when they were told different things by different phone reps. This was often the result of the phone rep working from memory or making assumptions.
All three