Call Centres – Page 21 – Natural Matrix Therapy

Light Bulbs?

‘Is my security light covered?’ I was asked today. ‘No’ I replied, ‘but the wiring going to the security light will be covered.’ ‘I don’t want the wiring covered.’ He told me. ‘I only need the light bulb changing.’ This was followed by a lengthy discussion about us not changing light bulbs under the insuranceContinue reading “Light Bulbs?”

Parking Ticket?

“I’ve got a parking fine.” She told me. “Why are you ringing us? We’re an insurance company.” I replied politely. She hung up. Do plumbing, drainage, boiler cover sound like ‘do you wish to pay your parking ticket’? I think not. Does our recorded message not give the name of our company? Yes. Do IContinue reading “Parking Ticket?”

Checking Policies

Today I was asked to describe the policies a customer had. I explained to him that there were two and I ran through a description of them. The customer then thanked me and informed me that he was reading the two policy documents and couldn’t figure out what the difference was between them. This wouldn’tContinue reading “Checking Policies”

Panic!

I had customer phoning today in a right panic. He asked me to put him through to customer service. When I asked what it concerned he said “drilling”. Well our customer service certainly don’t deal with drilling. I asked the person for more details to which he explained, in a panic, that he needed customerContinue reading “Panic!”

Crap Day

I had a few unnecessary calls today. People telling me they had insurance with other companies and asking me what they were covered for. How the hell do I know? ‘Ring the other company’ I politely suggested. Yes, I was polite. It is very difficult at times. Well, I guess that some people think thatContinue reading “Crap Day”

Events Today

I’m now ranked 7th in the call centre. So that’s definitely improved. Apparently in some conversion areas I’m working at over 200%. That was good news in a day where no sales were happening at all! I don’t know what the problem was today, but the customers were usually moaning about something. Very few ofContinue reading “Events Today”

Prejudice

We are based in the UK with a primarily British workforce, which is spread across different cultures and religions. There are also a small number of Europeans, Africans, Americans, and other nationalities, many of whom are students, or are in the UK because of their partners’ work. They all speak impeccable English – they haveContinue reading “Prejudice”

Stupid Questions Deserve A Stupid Answer

I changed some details on a policy today and offered to reprint the documents for the customer, so that she had confirmation that I had made the change as requested. This question is usually met with either a ‘yes, I’d like confirmation’, or ‘no, my old documents are ok’. Today I was met with aContinue reading “Stupid Questions Deserve A Stupid Answer”

What Phone Number Did You Call Us On?

I’ve been getting a number of calls from people who should be going through to another department. Because of this I’ve been asking people what number they called us on to find out if they have the incorrect details, or if they can’t be bothered to press the correct option on the phone. One suchContinue reading “What Phone Number Did You Call Us On?”

Do You Know Your Address?

We have to ask for address details to find the policy for a customer or to set up a new policy. You would think that this would be obvious. Not to some of our customers, however. On asking for the full address we do get some of the more educated people giving us the fullContinue reading “Do You Know Your Address?”