My company has been dealing with high call volume thanks to Covid-19 related issues. And also due to Covid-19, I’ve been assisting callers with bank disputes. We’ve been trying to promote self-assistance on our website to cut down on call volume. I’ll often ask callers if they would like information on how they can setup an online account if they don’t have one or links to where they can find the information I advised on our website for future reference. Callers will either say yes or no.
I was telling a Karen earlier we could set up account monitoring if she’d like if she verified her contact info. She says sure…and then I also ask if she would like me to send her information on how she can set up a dispute on our website in the future. For some reason, Karen’s tone suddenly escalates.
Karen: Excuse me?? This is ridiculous, you’re telling me you can’t help me, forget about it *hangs up*
The mere suggestion of self-servicing on our website rather than calling and tying up our lines for things that take a few minutes to do yourself is…ridiculous.
I asked several subsequent callers the same exact question and they politely declined or said they would love if I would do that for them.
Another caller, Kevin, complains about holding for 20 minutes…to which he asks a question that took me three seconds to answer. He could’ve found this out on our website but says he would rather call us if he needed help even though he just complained about our hold times.
And then we have Carol, who became aggravated at the idea of contacting a merchant first before disputing a charge.
Carol: SO YOU’RE TELLING ME YOU’RE NOT GOING TO HELP ME?????
Me: Attempting to work with a merchant directly first is recommended
Carol: NO, I’M NOT CONTACTING THEM, I CONTACTED YOU. YOU’RE SUPPOSED TO DO THAT FOR ME. WHY DO I HAVE TO DO YOUR JOB?
Carol also has hundreds of disputes on her account because she refuses to even attempt to contact merchants for her various issues. I foresee multiple merchants banning her doing business with them.
submitted by /u/Emerald-Avenger
[link] [comments]
Same here ppl have been tying up our lines for making appointments , when they get to me 35mins later due to everyone doing the same they complain and go on a 5 min rant about how nothing works. We dont have the official appointment book so we then just schedule online which they couldve done on their own in the beginning. Covid has nothing to do with these ppl not having any common sense or brain they just HAVE to talk to someone gmfor the sake of makiing our day horrible. Our company implemented a bot to help with calls but they call her stupid too. Very sad times we live in.