My recent dealings with contact centres have been poor. One with Vodafone and one with HSBC.
Vodafone’s task was delivering two new I-Phones. Delivery dates promised but no-one appeared. Calls to the contact centre brought delays and a tedious replay of the facts and events; lots of words, but no action.
All HSBC had to do was email an activation code. The code has not arrived.
Thinking about it, over the years we’ve had enough new technology, process improvement and customer satisfaction surveys to last a lifetime.
Bottom line though, has the contact centre industry progressed at all when Global companies are unable to deal with simple requests?
Perhaps it’s something to do with cost savings.
What happens to all those calls that are recorded so ‘we can improve our customer service?’