'Isa rate? I don't know what you mean by Isa rate.' Lloyds TSB call centre, 2008.
Everyone has a call centre story. Personally, I like the idea of speaking to someone in another part of the world and for a few moments being a part of another culture. It's romantic. Exciting. Until it goes wrong. As I said, we all have a call centre story.
My personal gripe is with Kwikfit insurance, staffed by the most enthusiastic, friendly, decent people you could ever wish to deal with but managed by cash-grabbing monkey people who have forgotten that customers can tell the difference between customer service and feeding time. Of course, that's just my impression. What they are really like is a mystery. All I've got to go on are a few voices, a few unsolicited spam phone calls and the hilariously inappropriate hard-sell because I once had one of their policies. Never again.
That's my story. So what's yours?
If you can make time this lunchtime, I urge you to listen to the clips and post your stories on this report from my colleague Alan O'Sullivan, who has been doing a few cold calls of his own to various banks' call centres around the world. It's brilliant. Make sure you add your comments. You must have a story of your own.
Comments