Unfortunately I had to work this Saturday. Right at the end of my shift I had a customer ringing to take out a policy that I don’t deal with. I’m not authorised to set it up so would have been in serious trouble if I had done so. However, as I explained to the customer,Continue reading “We’re Closed!”
Tag Archives: phone
Pay Attention!
We frequently get customers who can’t be bothered to pay attention to the details we give them. They’ll call up to take a policy and tell us to ‘get on with it’ as they have the information on the letter we sent them. If we ask whether they’ve read the letter the answer is usuallyContinue reading “Pay Attention!”
Wrong Numbers
We get a lot of wrong numbers coming through at the call centre. Most of them don’t bother us at all. The customer apologises and redials. However, the ones that do annoy us are just like the one I had today. CUSTOMER: ‘I’m ringing on behalf of Mr…. You installed a boiler in his flatContinue reading “Wrong Numbers”
Phoning While Driving
We have many customers who phone us while driving. ‘I’m on hands-free.’ They say. Now, it is against the law in the UK to be using a hand-held phone while driving, stopped at traffic lights, or in a traffic queue. It can be 3 penalty points and £100 fine minimum, and £1000 fine and disqualificationContinue reading “Phoning While Driving”
Call Centre Hassles
We have many hassles at the call centre, not just the normal job pains. Most of the hassles are from the various calls we take day in and day out. At 8pm closing: ‘I know you close now and I’m sorry to trouble you, but could you just set up three policies for me. IContinue reading “Call Centre Hassles”
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”
Long Weekend Over
Well this lovely, long bank holiday weekend has now finished and I’m back at work. And of course today was crazy! Call after call after call. Some pleasant, some downright awkward, and some unbelievably stupid. I also had a few people trying very hard to hide their accent and speak in a posh voice. WeContinue reading “Long Weekend Over”
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”
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”
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