Hard To Believe

If I didn’t work in a call centre I would find the following very hard to believe. However, the following experiences from myself and my colleagues are, unfortunately, true. Agent: What model of boiler do you have? Customer: It’s a shiny white one. Agent: How would you like to pay? Customer: You can use theContinue reading “Hard To Believe”

Sniffing!

There are quite a few people suffering at the moment whether it’s with hay fever or flue-like problems. Some people don’t seem to know what a tissue or handkerchief is, however. I’ve had a few people calling me who have been sniffing down the phone. It’s horrible. It’s disgusting. It’s sickening. One of the daysContinue reading “Sniffing!”

Non-Advised Sales

We are non-advised sales at my company. This means that we cannot give advise on the suitability of a product for a customer. We can ask questions to try and point the customer in the right direction, or to perhaps jog their mind, but ultimately it has to be the customer’s decision on whether somethingContinue reading “Non-Advised Sales”

Mystery Shoppers

A few of my colleagues and I believe that we have had a spate of mystery shoppers phoning us. There have been a number of potential customers┬áringing up and asking every question under the sun about two or three policies. The questions range from the utterly ridiculous to extremely technological. Definitely not our normal customersContinue reading “Mystery Shoppers”

Questions

When a customer calls in to us they hear an IVR recording before they get through to an agent. It tells them the company name and gives a bit of information about the company. After this they get through to an agent who proceeds to answer any queries they may have. Answering questions is anContinue reading “Questions”

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!”

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”

Phone Etiquette Part 2

Continued… 6) The Hands Free Lover What’s the point of putting your phone on speaker and standing the other side of the room? It sounds as though you are speaking to a family member. We are only going to say ‘hello’ so many times before we assume you don’t wish to speak to us andContinue reading “Phone Etiquette Part 2”