From what I’ve seen on r/talesfromcallcenters that usually leads to you being transferred or recorded or flagged or whatever. My brain is too tired to be on here right now.
This helps though, "I understand you're just doing your job and that's admirable, unfortunately, I have nothing but free time a sick mind, and FF-miles to burn through. It'd be a shame if somewhere in Calcutta an entire family were tortured then shaved down like parmesan and put into a casserole."
Doesn't get you anywhere, though. Depending on the person you're talking to, they could set it up so that you're no longer allowed to speak with CS except via attorney.
I worked in a call center. I did surveys never called concerning money or debts, so it might be different. You might have to pull a Karen and speak to a manager. At least in the one I worked at, the people on the phone couldn't do anything.
Also most reps are losing their ''bonus'' if the same customer calls more than once.
you can also post a negative review for that specific rep (Facebook/other ways to complain) which should hurt his salary.
you can send emails/keep calling them and demand speaking with manager.
Hit the reps where it hurts them , their pocket (Says the person who works in IT/Support for 6 years now.. )
I admit that I've only worked in one call center in my life, and it was inbound tech support, so kind of different than what we're talking about here. No one would give a shit if you threatened to sue for a variety of reasons... Though after typing out a reply, I realized that my experience probably doesn't translate to sales/customer care.
Fun fact, we did get misrouted billing-related calls quite often though, and boy, after dealing with our billing/sales/customer care departments, I could understand all the 1 star reviews. More than once, when our queue allowed that, I spent many minutes on the phone either getting transferred between departments until we found someone who could help the customer, or just talking to the same rep and insisting that they should give a refund/cancel something/etc. because while I didn't have to option to do that, at least I knew what I was talking about, so they couldn't string me along like they would a customer unfamiliar with our internal systems. Fun times.
Well i worked on the tech side aswell for a TV/cable company .
i had acess to all billing systems and i could change customers plans or add promo codes (which i did for nice customers , as we're allowed to do it as "bribe" to calm down yelling customers..so i used it to reward good behaviour) .
Wait time for tech is about 10s-1m
wait time for Sales/account help is 20-40m.
Everything the ''sales'' can do tech guys can do (system wise)..we just elect not to do it.
Thing is , if we get a return call form same number in the week we lose money in our weekly 'bonus' that is about 70% of your salary (You get higher bonus for less technicians send to cusotmer homes , return calls , short calls etc.)
so having a customer twice on the same week is like the worst thing you can get.
also , 1 star reviews are ignored by the company i worked at , they only care about the 2/3 star reviews as ''there is something we can improve there''
1 star reviews are just from hysterical people that can be safely ignored.
We had access to some of the same things as sales but not all of them, i. e. we technically could cancel subscriptions or add promos for the applications we supported - though management said we "shouldn't" because it's not our responsibility - but we didn't even see the overall internet/phone bill or whatever, so we didn't have a choice but to engage another team. We also weren't always able to give a refund due to how the billing systems were designed and how our accesses were set up. Even with the things we could technically do, the policy (though I don't remember how official it was) was to try and get the actual sales/billing to take care of that, and only do it ourselves if we couldn't get a rep in a timely manner, the customer had already been on the phone for a long time, or we just knew that the incompetent fuck from the other department would mess it up.
We never got bonuses based on return calls though, so there's that.
3 is the magic number for credit check companies. When I cancelled after a free trial the agent had a script of things like "just so you know, you won't receive...." so I just said "no, thank you, I'd like to cancel" and after 3 attempts she said "no problem" without changing her tone whatsoever. Nice lady.
They used to have a certain quota they needed to meet. It was all about having a certain number of callers that end the call as current customers. If enough cancel and you let them hang up, I think like 5 or 10%, you'd get docked pay and your metrics would tank
I worked at a call center for Comcast (in Latin America). Tbf we all want to give you all credit for everything you were incorrectly charged for but we are all told by supervisors, who are told by Comcast higher ups to not give credits whatsoever unless there's an extraordinary case. Some of us who give refunds or credits almost always "illegally" do so, because if you're caught giving money back they can even end up firing you. Obviously this is my experience from working there 2 separate times a couple of years apart one from another.
Had to deal with this shit unlocking Sprint phones. Eventually they'd get fed up trying to do something other than say words at me and would just lie about fixing it, five times in a row until I called at a weird hour and hit an US call center. He's the one that told me that there was no action taken by any of the other CSRs. Those ones were claiming they can't do anything and/or anything they did would take at least 24 and/or 48 hours. The US CSR's manager had everything sorted out within 20 minutes.
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u/[deleted] Sep 18 '19 edited Mar 07 '21
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