Call Centres – Page 14 – Natural Matrix Therapy

Children

A lady phoned me today after receiving a mailing from us about one of our policies. I could hear her children crying in the background. It also sounded like they were being smacked. They were crying properly, not the moaning crying that kids do to get their own way. The lady wanted to set upContinue reading “Children”

Direct Debits

I recently had a customer asking me if she would be in control of her direct debit. She wanted to take out a policy and pay on a monthly direct debit basis and was afraid that she would have no control over it. I had to explain to her that it was her bank detailsContinue reading “Direct Debits”

Just How Hard Is It?

Just how hard is it to listen to what I am saying? It appears to be extremely difficult for some people. Take a customer that phoned me a few days ago. ‘I’ve had a letter from you about the plumbing and drainage cover. Well, I’ve already got this cover. So why are you sending meContinue reading “Just How Hard Is It?”

Full Moon Time Again!

Well here we are again, another full moon and more memorable calls. Take the lady who called me about our plumbing insurance policy… ‘What does it cover?’ She asked me. I gave her a list of examples and told her that it covered the internal plumbing and the sewerage system, where both the internal drainsContinue reading “Full Moon Time Again!”

Financial Year End

We’re now coming up to the end of this financial year at work. This month has not been as busy as it normally is this time of year. I reckon it’s the calm before the storm though. There are mailings going out and they’re pushing certain types of cover this next week, so I’m expectingContinue reading “Financial Year End”

Mobile Phones

We’re not allowed to use our mobile phones in the call centre. It’s annoying for the staff, but it’s safer for the customers. It may sound a bit strange to people who are not familiar with the workings of a call centre. Basically we are dealing with payment details every day. Credit cards, debit cards,Continue reading “Mobile Phones”

Chinese Whispers

I have a friend who whispers on the phone. She even whispers when there is no one else in the house. I find it infuriating if I’m on the other end of the phone. We get a few customers who like to whisper too. We have to turn the volume up on the phone toContinue reading “Chinese Whispers”

Tricks of the Call Centre

We’ve been very busy of late in the call centre. Almost at the end of the financial year so the company is trying to make as much money as possible. Trouble is there are not enough agents to handle the call volume. We are frequently getting call queues of double figures. The company gets finedContinue reading “Tricks of the Call Centre”

Customer Attitude

We’ve noticed a change in customer attitude during the last few weeks. It’s probably due to the amount of information in the media about various companies miss-selling, and several companies being fined by the Financial Conduct Authority. But the attitude is not pleasant. Several of us have had customers coming through saying that they wantContinue reading “Customer Attitude”

Your Address

If you phone me up at the call centre one of the things I will ask you for is your address. This is part of the Data Protection which we have to comply with. About 30% of the answers I get are the actual address. That is the full address. The other 70% is anythingContinue reading “Your Address”