Contact Center Transformation Featured Article
Have You Had a Nightmare Call?
September 19, 2013
By Susan J. Campbell, TMCnet Contributing Editor
The typical call recording is used to capture a customer-agent interaction so as to ensure quality assurance, protect against disputes and for training purposes. Supervisors are typically looking for the provision of misinformation or the agent who handled the customer objection in just the right way to use for training purposes later. But sometimes, that call turns into the agent’s worst nightmare.
A recent post on The Blaze presents what is reportedly an authentic customer call wherein the customer has a complete meltdown on the phone. While for some that may mean tears and uncontrollable gushing, for him it actually meant screaming, the use of foul language too many times to count, and the threat of arriving on company property with a machine gun. As the caller put it, he doesn’t have one, but he’ll get one.
The unidentified security company had been unable to help the caller with an issue. The caller supposedly talked to a woman named Michelle who offered to help him. She instructed the caller to reach her at a specific extension, or dial an alternative to get to the person who can find her if she is away from her phone. None of these options worked, apparently, and the caller spent three hours and forty-five minutes on the phone trying to reach resolution to his problem.
Whether the call is real or not, the caller in this case shares frustrations of countless others. For instance, he refused to provide his customer number because he had already provided it twice before on the same call. He also wouldn’t provide a verbal passcode, claiming it had already been shared and it was ridiculous that he had to share it again. He had a valid point.
Much of his screaming could be attributed to the fact that each time he was transferred to the mysterious Michelle, he wound up back in the same customer service department. The kicker there was that no one reported to know Michelle. The agent on the phone offered to transfer him multiple times, yet the caller knew that would just result in his arriving back in the same place.
The logical person listening to the call would simply ask why the customer put up with this kind of service for so long and didn’t just take his business elsewhere. For the company, is it better to have a customer get to this point of fury or lose them to the competition? The hope is that through contact center transformation, such an interaction is prevented, but maybe his expectations were just too difficult to meet.
The point is that the contact center needs to focus on efficient means to deliver the kind of experience the customer expects. This means getting them to the right person and delivering resolution in the right amount of time.
Edited by Blaise McNamee
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