Tricks of the Call Centre

We’ve been very busy of late in the call centre. Almost at the end of the financial year so the company is trying to make as much money as possible. Trouble is there are not enough agents to handle the call volume. We are frequently getting call queues of double figures. The company gets fined if there are any abandoned calls, which there frequently are as customers do not want to wait 20 minutes or more to speak to someone. So what does the company do? Simple. They get all the other departments to answer the calls as well. As long as the call is answered it won’t be abandoned. So customers are going through to the wrong people and are then being transferred internally. The customer then has wait in another queue. But it stops the amount of abandoned calls and prevents the company getting fined. Simple.

It’s annoying for the customer and it’s sheer hell for those of taking the calls. We get extremely annoyed answering call after call that should be for another department. Of course the customers have a go at us. They’ve been waiting in a queue and then they’re told they’re being transferred. It’s not good for anyone, but it saves the company getting fined.

So next time you’re in a call queue, just bear in mind that no matter what options you have pressed, you may well get transferred when the call is answered. Don’t take it out on the agent. The agent has had their share of having to transfer calls and they’re as annoyed, if not more so, than you.

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