Call Centers Pros v Cons

January 5, 2009

Twitter Chat Transcipt

The Customer Service Dialogue

#custserv on Twitter: Every Tuesday evening at 9pm EST

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Customer Service: Call Centers: Pros v Cons

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JeffreyJKingman @gypsytrading Yes #custserv is tonight. You can post to http://bit.ly/5YmVm1 if you wish 🙂

JeffreyJKingman And the doors are open for #custserv; starting in a few minutes: Tonight’s topic is Customer Service Call Centers Pros v Cons

SkagitIMS RT @JeffreyJKingman: And the doors are open for #custserv; starting in a few minutes: Tonight’s topic is Customer Service Call Centers P …

JeffreyJKingman To my followers: I’ll be actively tweeting over the next hour while cohosting the #custserv dialogue w/@MarshaCollier

ChocoruaGroup RT @rewardfeedback: Ready… put me in coach! LOL #custserv :: Are you ready to play??

JeffreyJKingman Welcome to tonight’s Customer Service Dialogue on #custserv

MarshaCollier Welcome to tonight’s Customer Service Dialogue on Tonight’s topic is Call Centers Pros v Cons

JeffreyJKingman Customer Service Dialogue is co-hosted by @MarshaCollier and myself to chat about “everything” customer service

MichelFalcon RT @JeffreyJKingman: Customer Service Dialogue is co-hosted by @MarshaCollier & myself to chat about “everything” customer service

JeffreyJKingman Tonight’s #custserv topic is Call Centers Pros v Cons. Everyone is welcome to chip in.

JeffreyJKingman Please allow me to give a brief definition of call-centers

JeffreyJKingman A call center is a centralised office used for the purpose of receiving and transmitting a large volume of requests by telephone.

JeffreyJKingman Most major businesses use call centres to interact with their customers.

MarshaCollier @Shennee_Rutt If you’re in the #custservfollow your posts with the hashtag 🙂

JeffreyJKingman Operators working from a script.

JeffreyJKingman Non-expert operators (call screening).

JeffreyJKingman Incompetent or untrained operators incapable of processing customers’ requests effectively

Bookcornercafe RT @MarshaCollier: Welcome to tonight’s Customer Service Dialogue on #custserv. Tonight’s topic is Call Centers Pros v Cons

JeffreyJKingman Excessive waiting times to be connected to an operator.

rewardfeedback Second language concerns, lack of product knowledge is perceived and job loss make for bitterness

JeffreyJKingman Common criticisms from staff include:

JeffreyJKingman Restrictive working practices (some operators are required to follow a pre-written script).

MarshaCollier @unmarketing We’re getting to the Q’s – Jeff is filling out the dialogue

JeffreyJKingman High stress: a common problem associated with front-end jobs where employees deal directly with customers.

JeffreyJKingman Poor working conditions: poor facilities (maint/cleaning, cramped space) mgmt interference, lack privacy, noisy.

rewardfeedback ironically, some of my best consumer experiences are with call centers

JeffreyJKingman Impaired vision and hearing problems.

MarshaCollier Q1 Can you describe a call center experience that completely frustrated you?

JeffreyJKingman @unmarketing no sulking sir!

JeffreyJKingman RT @MarshaCollier: Q1 Can you describe a call center experience that completely frustrated you?

MarshaCollier How about my insurance company #BlueCross who keeps me on hold FOREVER

JeffreyJKingman Any location.. RT @aceconcierge: @HennArtOnline @MarshaCollier in states or overseas?

jeffharbert @MarshaCollier A CSR @paypal today wouldn’t listen to me and kept making me repeat myself. Finally had to transfer me.

rewardfeedback @MarshaCollier: as long as they don’t hold your life insurance too, you’re OK…LOL Otherwise they’re saving money…

MarshaCollierbeing is very frustrating

WaToDo Charter Cable & having to go thru automated tech system- 10 minutes of try this try that – then connects to tech and start again

MarshaCollier @WaToDo Automated tech call centers are almost a sin. How many times did you have to restart?

jeffharbert @MarshaCollier English wasn’t her first language, though her accent wasn’t bad at all. She was definitely working from a script.

MarshaCollier Someone who couldn’t attend said AT&T mobile call centers call back if they can’t take call right away at assigned time

WaToDo Only had to go with automated tech once then start all over with live tech. Live tech took less than a minute and problem fixed

rewardfeedback Do prison call centers really exist?

MarshaCollier @rewardfeedback I wonder about prison call centers too… anyone??

MarshaCollier @VisitFingerLake Nevermind “old” they generally treat women as idiots

JeffreyJKingman Q2 Can you describe a call center experience that provided excellent service to you?

MarshaCollier @Macala Are you speaking to mobile or ground phone services?

MarshaCollier @rewardfeedback LOL

SkagitIMS @MarshaCollier Somebody treated you as an idiot? When do I get to launch a cruise missile or photon torpedo at them?

rewardfeedback it was Scotiabank – one of the Canadian big five

MarshaCollier @Macala would love to get your story via email for my new book. How is their online service?

Macala @JeffreyJKingman @MarshaCollier No. the #custserv was atrocious, resulting in further errors and complications. I ended up canceling.

MarshaCollier @SkagitIMS Tech centers *always* treat women callers as idiots.. ask any woman

rewardfeedback I’ve had a great experiences with AT&T call center. Have equipment from LV in Canada. —> cont’d

rewardfeedback There’s been an upgrade so they want me to go back to LV to return it, directly to the store we bought it from…LOL Woohoo!!!

Macala @MarshaCollier I’ll email it to you.

JeffreyJKingman @Macala Did AT&T work from scripts?

MarshaCollier @rewardfeedback what is LV?

MarshaCollier Q3 What is your biggest frustration with call centers?

Macala @JeffreyJKingman Yes they did, and they didn’t deviate. They don’t have the answers.

WaToDo @MarshaCollier People who don’t understand or speak english well enough to be on the phone answering questions.

kathcouch @MarshaCollier Bank of America/short sales.

roxannediana Just found out AT&T doesn’t offer the plan I am on any more. WTW??? Seriously considering switching 2 T-Mobile. Or Cricket.

kjonesphd LV is LUV with the U left out. The diff between customer service and sales 🙂

JeffreyJKingman @kathcouch BofA was a good experience or bad experience?

MarshaCollier @rewardfeedback Don’t you hate that? They waste time on the phone then want YOU to reward THEM with stupid survey! #custserv #fail

WaToDo @MichelFalcon I agree but what disturbs me are receptionists who ask who I am before transferring me but not passing that along

MarshaCollier @JeffreyJKingman will be posting a link to on our wordpress page to expedite reaching real people in call centers

JeffreyJKingman RT @MarshaCollier: @JeffreyJKingman will post link 2 our wordpress page 2 expedite reaching real people in call centers

kjonesphd @rewardfeedback “Oregon uses prisons for their DMV calls” I feel a lot safer now

JeffreyJKingman Q4 Given the choice of call center, face2face, email, website or social media – which do you prefer for dealing w/cust serv depts?

MarshaCollier RT @MichelFalcon we were born with ears to use. Listening is a simple thing to do in order to reduce caller frustration

MichelFalcon @JeffreyJKingman I’m curious to know how the socmed #custserv turns out as we do have their attention in front of 100’s of people

MarshaCollier Q5 As a consumer, what one thing would you recommend to customer service call centers to be best-practice?

katmatcreations @MarshaCollier the ones that are based in India!

karla_porter @MarshaCollier that’s the disparity & disservice companies paying bottom feeder wages wanting top talent

JeffreyJKingman RT @kathcouch: @JeffreyJKingman Call 10 times in one day get 10 different answers for something that should be simple.

MarshaCollier Poor @roxannediana

BlakeGroup RT @MarshaCollier @MichelFalcon Listening is a simple thing we do in order to reduce caller frustration. #custserv YES!!

rewardfeedback @MarshaCollier I know about this one – if a customer enters the #s too quickly it sometimes confuses the technology

MarshaCollier @MichelFalcon We have found that this chat is followed by some MAJOR companies

kathcouch @MarshaCollier BofA is the worst organized bank at handling short sales. Worked on one for 11 mo.

WaToDo @MarshaCollier Card # or phone number or account number. Luv when they call me and ask me for info. Umm, you called me….

kjonesphd @JeffreyJKingman “Given the choice of call center, face2face, which do you prefer” I want them looking into my stone cold eyes 🙂

cbruemmer @MarshaCollier First call resolution is critical to achieve cust satisfaction based on research I’ve bn involved w/ in the past.

JeffreyJKingman IMHO Most call centers do not provide RESPECT: customers time, energy

MichelFalcon @MarshaCollier build a Quality Assurance Card & monitor your agents performance bi-weekly. Share and train your team accordingly.

MarshaCollier @cbruemmer please tell us more

JeffreyJKingman Q6 Do you think companies see call centers as necessary evils or as valuable function of their brand? Examples?

JeffreyJKingman RT @kjonesphd: Didnt realize how much latent hostility I had for call centers. This is good therapy! :: ROFL

MichelFalcon To any MAJOR company listening I urge you to reach out to your clients. They know how they want to be treated more than anyone

rewardfeedback I like that some retailers field questions about products they sell for us. Sometimes that resolves my problems quickly

roxannediana Tiffany Henderson @ AT&T is very nice. HOWEVER, the company tech resolution process is lengthy. AND the problem so ARBITRARY.

kjonesphd @marshacollier Ye, by the time I have to go beak to beak to get a problem fixed I’m ready for pay back, not solutions 🙂

MarshaCollier RESPECT is what all customer service comes down to. Human to human interaction. If its missing it fails.

JeffreyJKingman RT @MichelFalcon2 your clients. They know how they want 2 be treated!

JeffreyJKingman RT @MichelFalcon: Scratch that… MAJOR companies I dont urge you, I CHALLENGE you to reach out to your clients.

MarshaCollier Why shouldn’t customer service reps get bonuses for quality like sales people do. Isn’t it really the same work?

BlakeGroup Hard for #custserv reps to respect customers if reps don’t get respect from their employer.

VisitFingerLake @JeffreyJKingman I actually love how #apple handles their #custserv – genius bar, etc.

MichelFalcon MAJOR companies. Teach your team to only listen (don’t talk) while the caller is speaking.

kjonesphd Want some great quotes Marsha? 🙂

MarshaCollier TRUE THAT! RT @MichelFalcon: MAJOR companies. Teach your team to only listen (don’t talk) while the caller is speaking.

jeffharbert @MarshaCollier I want to know why so many companies treat CS jobs as entry level when communicating with customers is so important.

BlakeGroup Q6 IMO, a company that values its employees will usually have better cust satisfaction. SouthwestAir, for ex.

mayhemstudios RT @MarshaCollier: RESPECT is what all customer service comes down to. Human to human interaction. Missing = fails.

JeffreyJKingman RT @jeffharbert: I want 2 know why companies treat CS jobs as entrylevel when communicating w/customers is so important.

WaToDo @MichelFalcon And after they are done listening – take action!

MarshaCollier @WaToDo That would be a #fail

MichelFalcon @MarshaCollier Please let me know details of this book you speak of

MarshaCollier @JeffreyJKingman Not *all* companies do. Some give awards to quality customer service personnel (and bonuses)

WaToDo @VisitFingerLake I have had the best experiences with the genius bar ­Nice, considerate people – listen without laughing at me

JeffreyJKingman Thank you everyone for joining in tonight. @MarshaCollier has one last question, I think.

jeffharbert If you’re into customers service you should join the #custserv chat here on Twitter. Just search for #custserv & start replying.

keithprivette @MarshaCollier if u service customers where they r won’t call centers reduce calls but can increase handle time to solve problems

MarshaCollier @MichelFalcon Writing The Ultimate Online Customer Service Guide: How to Connect with Your Customers to Sell More! now

rightproadvisor RT @karla_porter: I do not mind offshore agents with accents.. I mind paying min. wage & expecting a rocket scientist.

JeffreyJKingman I’ll need a few hours to flip the chronology of tonights #custserv chat and edit out the timestamps.

MichelFalcon BINGO! RT @rewardfeedback: Customer service is in the blood. You either have passion or you don’t…

MarshaCollier @WaToDo that’s because they all drink the Kool Aid when they come in (only kidding -ducking)

rewardfeedback @keithprivette That’s what our company is about. Identify problems onsite with immediately actionable data

cbruemmer @MarshaCollier Analysis wz based on surveys of callers. Correlation analysis wz dn w/ cust sat to determine wt was imp.

MarshaCollier Agreed RT @karla_portermind paying min wage & expecting a rocket scientist.

WaToDo @rewardfeedback Did cust svc for years at mfg plant, trained people too. You either love it or you don’t.

BlakeGroup RT @MarshaCollier @karla_porter I don’t mind offshore agents w accents. I mind paying min wage & expecting a rocket scientist.

rewardfeedback @MichelFalcon it’s about the right resource for the right role. HR should be all over this.

WaToDo @MarshaCollier 🙂

MarshaCollier @keithprivette Indeed, but doesn’t the bad service cost more in customer attrition in the end?

JeffreyJKingman We’d like to invite all of you to a quick poll: http://www.surveymonkey.com/s/L22B277

MarshaCollier @featherchickwelcome!

MarshaCollier @BlakeGroup Thanks for joining

MarshaCollier @roxannediana and? and?

kjonesphd “Few can stay angry when met with admission of possible error” Something like “Gee, wonder how we stay in business doing that?”

JeffreyJKingman Also, we just launched on Facebook: join us at http://www.facebook.com/pages/The-Customer-Service-Dialogue /232203716089

kjonesphd Too fun! I’m going to randomly phone a call center and pile on! 🙂

hianthony @MarshaCollier enjoying the #custserv discussion thread. Just tuning in while on train ride.

roxannediana @MarshaCollier Hold on, I have more homework.

MarshaCollier @kjonesphd couldn’t shorten your tweet, but it was a classic, glad we’re archiving these chats

BlakeGroup RT @JeffreyJKingman Please visit https://custservdialogue.wordpress.com for tonight’s and previous transcripts.

831Doug @JeffHarbert Thanks for the heads-up regarding the #custserv chat on Twitter!

JeffreyJKingman Please assist us in getting better with Customer Service Dialogue thru a quick survey: http://www.surveymonkey.com/s/L22B277

MarshaCollier @hianthony Thanks for finding us!

kjonesphd @MarshaCollier Where do I find the twitter acronym dictionary?

MarshaCollier @831Doug We’ll be looking for you next week

MarshaCollier @rethanick Thank you!

JeffreyJKingman The survey is anonymous yes

karla_porter the last yr I worked as a call center recruiter I placed 189 agents (alone) attrition is ridiculous due 2 low pay & stupid rules

rewardfeedback @MarshaCollier & @JeffreyJKingman – thanks for the chat…LOL You keep me “out of trouble” weekly. Appreciate your playing ref!

kjonesphd @MarshaCollier Cool! 🙂

MarshaCollier @BlakeGroup I’ll be just getting back from #CES!

kjonesphd Too bad the survey is annonymous. Maybe next time…

ChefMaxient @JeffreyJKingman anonymous?

MichelFalcon Thx everyone! Don’t forget to always come with positive #custserv news. These major companies that are listening deserve kudos when it’s due –

kjonesphd RT @MarshaCollierTranslation? frm @staceysoleils posterous http://bit.ly/7JYyeR

MarshaCollier RT @MichelFalcon Dont forget 2 always come w positive #custserv news The major companies that are listening deserve kudos when due

keithprivette #custserv RT @tprivette Depends on ur total workload change. If u reduce calls, but what remains becomes more expensive to handle on

MarshaCollier @rethanick Online or phone?

karla_porter @MarshaCollier not every company but a huge percentage of them, it’s an industry problem well documented

MarshaCollier @keithprivette Good point

rewardfeedback @JeffreyjKingman Using my halo as an ankle bracelet regularly!!! LOL Nite all. Stay out of trouble

roxannediana <– Agrees RT @MichelFalcon Dont forget 2 always come w positive #custserv news. Major companies that are listening deserve kudos when due

VisitFingerLake @WaToDo the #apple guys (and gals) at #EASTVIEW are really amazing. helpful – on time- knowledable

MarshaCollier Thank you for joining #custserv @tprivette @rethanick @kjonesphd @karla_porter @keithprivette @ChefMaxient @rewardfeedback @BlakeGroup

rethanick @MarshaCollier phone, small desk 15 agents, but cust serv was my focus

MarshaCollier We appreciate you at #custserv @roxannediana @831Doug @BlakeGroup @hianthony @featherchick @cbruemmer @WaToDo @MichelFalcon @lhkellett

JeffreyJKingman Our #custserv survey is tweaked to allow for opt-in of contact data. Thanks for the suggestion.

JeffreyJKingman Thank you in advance for helping us get better: quick survey: http://www.surveymonkey.com/s/L22B277

BlakeGroup Thanks for RTs @MarshaCollier @JeffreyJKingman and a great chat #custserv (9:00pm ET Tuesdays–mark your calendars, people!)

MarshaCollier Your input is EPIC! #custserv @lhkellett @MichelFalcon @rightproadvisor @jeffharbert @mayhemstudios @VisitFingerLake @daveworley @kathcouch

JeffreyJKingman RT @karla_porter: Be kind to the agent that serves you, they take a lot of abuse for little compensation

MarshaCollier Thank you for joining #custserv see u next week! @katmatcreations @SkagitIMS @Macala @VisitFingerLake @kjonesphd @JeffreyJKingman

kjonesphd @jeffreyJkingman @marshacollierservice discussion #custserv tonight. Thank you!

roxannediana ok. I give up for the night. at&t has bested me.

VisitFingerLake RT @MarshaCollier Your input is EPIC! #custserv @lhkellett @MichelFalcon @rightproadvisor @jeffharbert @mayhemstudios @VisitFingerLake +more

featherchick @JeffreyJKingman U can truly catch more flies (& better #custserv) with honey than with vinegar!! I speak from the other side of the phone!

VisitFingerLake RT @JeffreyJKingman: RT @karla_porter: Be kind to the agent that serves you, they take a lot of abuse for little compensation

JeffreyJKingman Please visit https://custservdialogue.wordpress.com for tonight’s and previous transcripts.

wrw_usa @JeffreyJKingman sorry to miss tonite’s chat; will scan blog!

wrw_usa RT @JeffreyJKingman: Please visit https://custservdialogue.wordpress.com for tonight’s and previous transcripts.

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