I WAS dealing with a call centre recently, trying to get something I had organised to be cancelled. The process was exhausting. Every time I called I had to stay on the line for at least a half hour because of the pre-Christmas backup.
And each time I called for a progress report I had to tell the story all over again to operators who pretended they were from the institution I was dealing with but quickly revealed their ignorance about some of the simplest questions I was asking.
“I’ll just ask my supervisor,” they would say while I waited another 15 minutes. Most were from overseas call centres and had no idea about the local situation I kept referring to. This is so common nowadays that most of us are used to it.
No longer do we have a bank manager, or insurance broker, or favourite customer service person at major companies – we’re put through to impersonal voices far, far away and can’t even ask for the same person for a follow-up. Continue Reading →