So if you work in a call centre for a company then you will likely have had encounters with the outsource workers. Now I ‘m not saying all of them are bad but you do get the groups that don’t get company standard training nor are they regulated like the rest of the company.
I wanted to hear peoples stories of encounters they have had.
Two of mine are:
(Just an FYI I work for a big energy company in the home moves department)
I had one warm transfer a customer to me and after I started talking to the customer under the assumption they had left the customer started telling me they weren’t happy with how they had been treated by them. I started to say how I would record feedback and pass it on only to have the outsource person then choose to pipe up and state that they were still there if I needed anything! I just turned round and said no they were not needed and could leave before suspending them from the call so they couldn’t hear anything else and apologised so much to that customer who thankfully whilst annoyed with the outsource wasn’t too bad of a customer.
One that just happened where I had one call through with a letting agents disputing the bill so asked them to go back and check the dates and if they had readings which they came back just confirming the dates but no readings. I asked them to check for readings which they put me on hold and then cold transferred the customer to me with no warning either way and even noted the account stating ” Transferred the call as ppm kept sending me back and fourth”. They literally did it because they didn’t want to be going back and forth when I asked them for two things which if they had gotten both wouldn’t of needed the second time. There was also a lot of background noise on their end as people were apparently getting awards for performance and they were waiting on their turn so it wouldn’t surprise me if they got their turn and didn’t want to wait.
So what are everyone else’s stories?
submitted by /u/Mynxkat
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