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MrMoose posted:I know the reason we're given at my call center is FCC regulations -- they want to cover their rear end incase someone accuses us of stealing a credit card number "FCC regulations" is the excuse that West (formerly Dakotah Direct) used for the three- or four-pay-cycle delay in getting direct deposit running, with "pay cycle" being two weeks. Considering every other job where I had DD running took one or two cycles at most, I suspect it was more a matter of "we're not going to do poo poo until it looks like they'll stay". (I was inbound CS for ShopNBC, and they still didn't have me on DD until after I quit 90+ days later. They did gently caress up and give me my 90-day "longevity bonus" twice, but the added stress of hassling about my pay didn't help my ulcer development.) I'm not sure that the FCC is in charge of regulating/enforcing wire-fraud issues relating to call-centers - I may be wrong, and I certainly don't care enough to wade through the FCC regulations meself.  I do know that when I was a phone monkey, it was no reading/phones/electronic devices, and any call-notes had to go in the secure shred-bin. <shrug> I actually had to get full card-numbers out of people for troubleshooting a few times, and I was certainly getting 'em every time we got a new customer/CC change/order-on-the-CS-line.
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Sep 8, 2010 00:41
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Harminoff posted:So my employer decided today that regular agents are more then qualified to handle all calls, and have gotten rid of our escalations department. Does that mean that regular agents are now authourised to do any/all escalation/floor manager actions? 'cause goddamn if I'd not mind going back to the inbound CS line if it was up to *me* to tell those knobs that "No, just because you decided to refuse the large truck-delivered parcel doesn't mean it came back - it still needed the RMA, which has to be approved by us. Oh, and I said "needed" because it's long past the approved-return time. Not only is that poo poo yours, *you* have to pay the shipping company for the storage fees, and for having it redelivered to you. Have a nice day, and thank you for shopping ShopNBC!  "Well, I wouldn't mind it as much, anyway. It would still suck overall...
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Oct 9, 2010 00:52
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Manic_Misanthrope posted:Well first day in a call centre, cold calling and I loving lost it. People weren't particually rude and the supervisor wasn't overly cruel. The whole repartition got to me, having to listen to that dial tone over and over again, each ring wearing me down. It drove me to mental breakdown, on the first day. Not only can you quit on day one, you can quit even earlier. When I did my stint as inbound customer-service for ShopNBC (shopping channel), there was a two-week paid training period before we went live; the very first night, at the very first break, the guy next to me walked off.  I ended up bailing because the stress was making my gut hurt all the time - and as soon as I left for the day, the pain did too. So, I got out before the bonus ulcer got installed, I guess.
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Oct 29, 2010 18:19
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Pugzilla posted:I have a client that sends sales calls to a call center via TV, radio, print ads and web. The call center seems to do a much better job closing the deal (getting paid orders for products) from calls from the web - 70% conversion rate. TV generated calls are about 40%. Is that common? If so, why do you all think web generated calls convert better? Assumptions inbound - your other ads are all catching a casual, impulse customer. "Hey, that looks kinda neat... might call and ask about it." There's still that online, but there's also those who are online *searching* for whatever McGuffin you've got, or a reasonable facsimile thereof, and have a predisposition towards buying it if it suits their purpose/desires. Also, if they're online when they call, they might well be doing bullshit-checks to see how much they're being lied to. When I worked inbound CS for ShopNBC (shopping channel), and we got a sales call (overflow from the sales centers/customers not calling the right number or buying while calling for customer service issues), you could tell which ones were just impulse-buying because of whatever was on the TV at the time or just recently.
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Mar 10, 2011 00:15
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"Welcome to ShopNBC, may I.." "YOU STOLE ALL MY MONEY!"<get cx ID, find out he hammered the "buy" button online when there were computer issues, cx now has 15 holds on his debit card for orders that didn't actually complete>  "<MASSIVE SCREAMING AND CURSING>" <contact billing/financial to contact bank and try to get holds dropped> "<slightly calmer> What about my order?""I'm sorry, we're all sold out of..." "MORE SCREAMING AND CURSING>" "While I have you on the line, would you be interested in today's special, a Coach purse for..."  "I WANT A SUPERVISOR!" Why yes, having your inbound customer service crew be *required* to pimp the day's specials to people who are more likely to be unhappy in the first place, that's an *awesome* plan.
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May 19, 2011 18:52
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Loving Life Partner posted:I used to feel bad when people were set on automatic withdrawals and we would withdraw hundreds of extra dollars due to whatever dumb reason. Oh no, it's because people don't read when the screen says "If something goes wrong/this takes too long, don't click again/flip back a page and continue again." If the order glitches for whatever reason, it still puts a hold on the funds, even if there's no completed order (so, no order #, or even a record in the customer's file). Get all excited and hammer that "buy now" button a few times, and the bank happily goes "hurp de durp de.. aww, you broke, sucka". At this point, if you call the bank, they'll tell you "Oh, there's a bunch of $x charges from <store/whatever>, you have to ask them." But since there's nothing in customer records... I found out that if you searched by the full card number (you know, the one we as CSRs weren't really supposed to have access to), it would bring up all the holds, and thus the bank could be informed, and maybe the holds could be cancelled. ("Natural" drops, due to the order never being completed, could take up to 2 weeks, according to the CC companies/banks.) But it had to be by the entire number - last-4-digit records weren't showing jack, but I think that was becasue it wasn't really accessing the card-use activity, but the actual order info. All I know is, I got two of those within a week, from different people. I'd expect that it wasn't a truly rare occurrance - and yet, as far as I knew, no one was trained for it. "Cx called re: charges on CC; bank called." (It's been a few years since I was a phone-monkey, so this may have been corrected or otherwise addressed, and it might even have been specific to that one particular business... I'm just glad I'm out of that poo poo, hopefully forever.)
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May 19, 2011 23:05
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Effexxor posted:This is amazing. What a random ethnicity. From now on, everything is the Laosians' fault. Including mispelgn! Laotians Topical: maybe it's just me, but does anyone else brighten up and smile when calling in to a call center? IE, trying to present some kind of non-rear end in a top hat mood for the poor schlub on the other end?
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Jun 24, 2011 23:22
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JackRabbitStorm posted:It is a lovely day in my call center. We had a major network failure once, when I was inbound CD for a shopping channel. So, *no* access to any customer records, no billing, not even the customer-facing website for the channel. (I think we lost all the local logging and such as well, but I disremember.) They opened us up for overflow calls from the sales call-centers, as the channel was running a sale. Gave us paper order forms, to take customer IDs (like they know them), payment info (hahahahah) and the items they wanted. ("Oh, there was a pretty watch being shown fifteen minutes ago. The color? It was shiny  ")One of these days a train is going to jump the tracks (building is like 15' away from a major freight/passenger line) and I suspect they'll try to keep up even if the building is munched.
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Jul 21, 2011 00:53
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Harminoff posted:I always thought I would want to work for a qvc type call center, as entering orders like that would be a pretty good call center job. I don't work for a qvc type call center, but I honestly can't imagine it being much better. People really make me sad sometimes. I was inbound customer service for ShopNBC, but people would call the CS number to make orders; as well, when certain "shows" (featured sales programs) were on, or when the order call centers were swamped, we'd get overflow calls. The easy part would be people who know they want X, have their member number (for us) and payment/shipping info handy, and know what the item they want is called and/or the actual item number. Everyone else, however... "I want to order <thing that was closed out weeks ago on a similar show>! I KNOW YOU HAVE IT I JUST SAW IT!" "Uh, I want <thing that was just shown for 20 minutes of discussion and demonstration>, but I want to know <things that were just detailed for 20 minutes>." "What <item of clothing or jewelry> is <person on show> wearing? Can I buy that?" "Hi! I'm <stoned/drunk/brain-damaged>, I wanna talk!" "Hi! I'm <stoned/drunk/brain-damaged/stupid>, I wanna prank-call!" "<Caller is English "Yeah, I want to order the product currently on the program, item # XXXXXX, and have all my payment and shipping details handy... let's haggle!" "Yeah, I want to order the product currently on the program, item # XXXXXX, and have all my payment and shipping details handy... but first I want to check all my accounts, payments and retuns. And still guarantee that I can get that limited-quantity item afterwards." And many many more... Most calls would be pretty simple, but you were pretty much guaranteed at least one hosed-up mess per show - and remember, this was overflow. I kinda don't want to think fo what the sales-only centers were like - from all the CS-stuff we had to try to fix, I'm suspecting it's a "salessalessales" churn. "Can't remember your customer ID or your own phone number that we can look you up by? No problem, I'll open a new account, let's get this sold!" "You're not sure about details? Let's get it sold to you, and you can return it later!" "You just stole your grandmother's member & credit cards and want to order eight LCD TVs to be delivered to a vacant home? Sold!" "Sorry, nicht sprechen sie Espanol - CRED-EET CARD NUM-BER?" Meanwile, in CS... "No sir, as you were (supposed to be) informed when you ordered the exercise machine, the delivery company will only move it up or down one flight of stairs; if you wanted on the third floor, you'd have to move it yourself or pay the delivery crew a fee." "No sir, we did not guarentee white-glove delivery of your television, nor installation/cabling/integration with your existing home electonics." "I'm sorry, ma'am, you didn't call for an RMA and shipping arrangements, so we have no idea where the computer you were returning has gone - no, we didn't tell you to put it back in the box and leave it on the curb for pick-up." "Yes ma'am, your custom-ordered mattress set will not be delivered on time (today), as you moved and changed your phone number the day after your ordered it, and never let us know." Hmmm. Actually, sales does sound better than inbound CS at that... Ygolonac fucked around with this message at 18:56 on Sep 21, 2011 |
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Sep 21, 2011 18:51
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I used to answer phones in our facilities department in the late afternoon, so the guys could go out and do facilities stuff instead of sitting on the phone; rarely did I get a call about the men's room, but pretty regularly there were... issues, in the women's bathroom. Usually messy ones. In a staff-only restroom - the clients had no access. Call-center cans, I didn't see anything too bad. Although I guess someone thought the "NFL" grafitti was for football, since they didn't clean it away until it got accompanied by "Norteno For Life" and other gang-related material.
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Oct 28, 2011 18:43
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NerdyNautilusGirl posted:Telling me that you are going to track me down and rape me (yes, I've got this call more times than I'd like to count) is not going to make me fix your problem faster. In fact, I'm more likely to just schedule a tech. I'm not going to help you get your porno on if you're screaming at me. Even if this never happened to me (nor the other popular "come and beat you up/kill you" option), I'd be overly tempted to verify the customer's name and address, and calmly let them know that they should stay available for a while as an appointment with their local law enforcement has been scheduled... Then again, I'm an rear end in a top hat. I'd probably end up an *unemployed* rear end in a top hat, but that kind of behaviour should be stomped out, with real stomps. 
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Nov 16, 2011 22:27
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Cast_No_Shadow posted:..well we could have employed a person to sit around at home and chronically masturbate and would be in a better situation. Please keep my application on file for when this opens up.
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Nov 18, 2011 20:53
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Chicken Doodle posted:Verified by Visa. To be honest, I've never gotten verified By Visa to function correctly. Newegg kicks me to the VBV page at my bank. VBV gags when I try to sign up. Cancel out, Newegg comes back and my order mysteriously is paid for fine. It's been doing this for a couple years now, as I recall.
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Feb 14, 2012 00:29
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