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PX Eliezer70
Premium
join:2008-08-09
Hutt River
kudos:13
Reviews:
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·voip.ms
reply to balur

Re: "Rogers is not required to honour what an agent says&qu

said by balur:

In all the call centres I've worked for I have never had one where call recordings were consistent / reliable / easy to access. Though I've never worked for a major telecom....

....If you are depending on a recording to prove your point you should record it yourself.

I might be wrong, but my strong impression has been that the OP actually did have his own recording, which the company refused to listen to.

said by balur:

Also customers make wild "I was promised x" claims all the time. 99% of the time they aren't true, or the customer misunderstood the specifics....

....As for the honouring what an agent says bit... I've personally had to deny credits / freebies that were offered by the agent. It sucks and its a crappy call to have to make, but if we'd be losing money having you as a customer due to some dumbass newbie agent... well we couldn't honour that.

Well, how on earth can ANY customer deal with ANY company over the phone, in that event?

HOW is the customer supposed to know whether the offer is the official one authorized by company management, or if the agent is telling lies to make a sale?

said by balur:

It sucks and its a crappy call to have to make, but if we'd be losing money having you as a customer due to some dumbass newbie agent... well we couldn't honour that.

Sorry, friend.

It is the company's responsibility to monitor and supervise the agents.

Now, IF a deal were truly unbelievable, then a company may be able to claim that the customer should have realized that it was too good to be true.

But in this case, it was a discount of $ 5 a month on a mobile plan, which is quite believable.

Again, HOW is the customer supposed to know whether the offer is the official one authorized by company management, or if the agent is telling lies to make a sale?

And if a company is allowed to say that, then they could hook in large numbers of customers on purpose, with "deals" that the company later refuses to honor, blaming "rogue agents".

balur

join:2010-04-28
kudos:1
PX Eliezer, your taking it to an extreme, I was only trying to present an example of call center mentality.

Of course its the company's responsibility to monitor and supervise agents but sometimes mistakes happen, and if it was blatantly stated yes we'd try to do everything we could to accommodate, but it doesn't always work out that way due to high costs involved.

In the past I've had a case where a free rental modem / router broke. Without calling support they went out and purchased a retail kit. The customer then called up demanding a refund for the cost of the modem... without properly understanding the situation the agent thought they were asking for a refund of a modem purchased through us and agreed. However were not going to eat a few hundred dollars cost of retail kit, when no troubleshooting was done on our kit, and sending a replacement free rental out would have been far cheaper.

Mistakes happen. Not saying the poster is wrong, just trying to give context regarding the call center environment.

rogerssmoger, That's a far better call recording system then I've ever gotten to use, best I've had is time estimate and then pull agent calls from that day and listen until I find the right one. Ugh painful. I hadn't even considered that nor have I come across it (that I know of, maybe I was fooled lol), policy makes sense.

PX Eliezer70
Premium
join:2008-08-09
Hutt River
kudos:13
Reviews:
·callwithus
·voip.ms
said by balur:

In the past I've had a case where a free rental modem / router broke. Without calling support they went out and purchased a retail kit. The customer then called up demanding a refund for the cost of the modem... without properly understanding the situation the agent thought they were asking for a refund of a modem purchased through us and agreed. However were not going to eat a few hundred dollars cost of retail kit, when no troubleshooting was done on our kit, and sending a replacement free rental out would have been far cheaper.

In that case, I would agree with the company 100 percent.

But I think that's a very different situation....