Using Call Centres Effectively 101

Every day I hear the same complaints and questions. If you've never worked in a call centre, you really can't appreciate how stupid they really are. I'm going to talk about:

• getting through their security checks
• understanding the telephone menu
• hold music
• call centre etiquette
• how to get good results from reps
  
  
  Passing security checks:
  If you don't know the name, address, and account number for the account you want to discuss, don't call. Open your mail and read your statement, or your contract.
  
  Call centres will ask you a few basic questions to verify your identity. This protects you from fraud (a vengeful ex trying to hijack your cell phone, your strung-out junkie kid trying to access your credit card, an ex-employees trying to steal funds from your merchant account, the list goes on).
  For example, if you call the bank and say your name is John Doe, but you don't know your Debit card number, or your address; do you think they are allowed to talk about your account? (Even if they were, and they are not, would you feel comfortable with that type of lax security??)
  
  
  How to use the automatic menu:
  It's called an IVR, "Interactive Voice Response". This is the menu you hear when you dial in. Otherwise known as "the robot voice".
  
  1. Menus actually have options that make sense, if you stop and listen
  2. Many menus have a final option you can press to speak to an operator
  3. If none of the choices make sense, you can often get through by pressing 0 or # repeatedly
  4. Choosing the right option will prevent you from being transferred, saving you time.
  
  
  What is the point of all these options?
  They funnel your call into the right department. In call centres, only certain people have access to certain things. Some agents are allowed to make account updates (address change, number change) and some provide technical support, some spend all day explaining their billing and statement features. These people are not always trained on the other jobs.
  
  You will spend LESS time on the phone if you pick the right option. If you ignore the prompts or just choose the first one, you will often have to be transferred and you will have to explain your problem all over again.
  
  
  Hold music?
  We know the muzak sucks. We hate it too. We don't really care that you hate it, because we listen to it all day. And we have no input on what shitty music is played. If you really want to complain about the "music" that your call centre of choice is playing, write a letter or email them. They will file your complaint in their little customer correspondence file. If enough people write in, something might get done. But hassling the poor employees is pointless.
  
  
  Call centre etiquette:
  1. Don't yell, scream, or swear. That's pretty ignorant. You catch more flies with honey than vinegar.
  
  2. Don't bitch about the wait time, the hold time, the muzak, or the phone menu, or the cell phone minutes you are using by calling.
  
  3. Have your account information ready
  
  4. Do not chew food or gum
  
  5. Do not call while driving
  
  6. Do not call with your children screaming in the background
  
  7. Do not call with music playing
  
  8. Let the person try to help you. Lots of people call and demand a supervisor (who is just an
  average joe, they have no special powers). If you clearly explain your problem, you would be surprised how many people can help you over the phone.
  
  9. Remember, these are real people on the phone. Just because you can't see the person doesn't make them a non-person. That is a human being with dignity on the other end of the line. Would you walk up to a stranger and abuse them? Why is it any different if you can't see the person?
  
  10. Don't call and demand to speak to the CEO, or any name on a letter you got about a rate increase. Those people don't take calls. The reps don't have their phone numbers. And they're not allowed to harass those people for you. The executives of big companies do not care about you. They make six-figure salaries and couldn't give a damn.
  
  
  Achieving good results from call centre reps:
  1. The squeaky wheel gets the grease. Did you know that most reps are not allowed to offer you anything (like lower fees) unless you ask for it, or threaten to cancel? It's not that they don't want to help you, they will literally get reprimanded for doing so.
  
  2. Write down the date you called and the name of the person you spoke to. Ask for a reference number (if they have them). If they don't, ask for an employee number. This is most important if you're having a billing issue.
  
  3. Many reps are discouraged or outright forbidden to place outbound calls (I'll explain why later).
  
  4. Be clear, concise, polite, and have patience sometimes. Explain what you need, and accept sometimes you will need to hold.