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This guy calls in, his home policy wasn’t getting paid by his mortgage company, so he was requesting us (insurance company) to call them on his behalf to talk it out and “resolve everything.”
Uh okay. Typically our protocol is not to do outbound calls to mortgage companies based on customer requests, for obvious reasons, the long hold times, etc. If there’s any issues this is the customer responsibility to figure out. But it was about 6PM and I was like okay fine. I could tell by the guys attitude, even though he was calm, if I told him no he would have escalated immediately. So I tried to call them, got nothing but automated systems and it was clear they were closed. I was able to get a fax number to send the document they need though.
I went back to him and told him this and that I would send the document. Conversation then goes somewhat like this:
Him: “okay, and can someone from (your company) call them tomorrow to talk about this?”
Me: “we are not able to call them tomorrow unfortunately because we are an inbound call center, we can’t schedule outbound calls”
Him: “okay well how were you able to call them just then?”
“Yes, we can make outbound calls when you call in to request it with you on the line but we cannot schedule outbound calls because we are an inbound call center.”
This went back and forth for another couple mins, and then he started asking for “the department that does outbound calls.” I told him no such department exists, as once again, we are an inbound call center. If he wishes to call back tomorrow we can try to call them again with him or if he wants to call them to request they call us that’s fine.
“Okay then can I be sent to the manager’s department?”
“I don’t have a manager available right now, I can get you to the escalations department:”
“No I’d rather talk to an actual manager.”
“Again, I don’t have one available, if you’d rather that I can arrange a 24hr call back.”
“Okay well can you email me the manager’s email and phone number so I can call them on my own time?”
This again went back and forth, I told him NO I cannot just give out my manager’s email and phone number.
Finally he accepted being transferred to escalations.
Sorry but I’m not going to mess up my own adherence tomorrow to schedule an outbound call to a guy’s mortgage company because he’s too lazy and stupid to call them himself. Customers don’t understand in these situations that they aren’t being forced to be the “middle man,” you ARE THE MIDDLE MAN. It is your policy and YOUR responsibility.
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