Call Center Success Stories (for ones not on the gethuman list)
Posted by Walt at 4/2/2008 7:11 PM and is filed under Call Center Success Stories (for ones not on the gethuman list) 
Please post any success stories you have had with call centers that are not on the gethuman list. For ones that are on the gethuman list, you can just click on the name and you will be able to share your experience with us. It is our hope that companies will use this information to improve their call centers when they read about what consumers feel are "successful" call center characteristics.In the next months, we will be giving prizes to the best stories that are submitted.
Here's an interesting article I found on IVR's http://public.ifbyphone.com/blog/ivr-solutions/ten-tips-for-ivr-success/
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Hi,
I mostly have good to great experiences with customer service centers. Yes, I am calling because I am angry, concerned, frustrated, etc. but I do NOT take it out on the CSR. After all, I was one in a call center for 7 1/2 years! I am polite and have all of my information ready-ID Card, Policy Number, account number or what have you, ready. If it is a billing error-I have the bill with the date of service. If it is a question-same thing-I am prepared. I also offer the CSR a "Reader's Digest" version or a "War and Peace" version and let them choose! Yes, I can go on and on, but if I have the wrong department, why bother that CSR if I am going to be transferred anyway. I try to remain calm and even keep a sense of humor-it helps! I avoid calling on Mondays and on Friday afternoons. They want the weekend-they may not remain focused-the may not document the whole issue.
Keep calm, don't start off yelling and blaming right off the bat, if you can not get any satisfaction from the person, ask to escalate the call to the next level. Chances are, the time you wait to get to the next person will calm you down.
I do my research BEFORE I pick up the phone to call and have it in front of me. No fumbling around trying to get what the CSR is asking for.
And, after I have been helped, I either ask to speak to that person's supervisor and compliment them or I will say something like "I hope this was a monitored call-you did a great job with my problem".
My most recent call center experience involved calling my benefit's center. I had a package lost in the mail and, unfortunately for me, it had all of out tax information in it! I sent repeated e-mails from the website asking for my W2. The requests were never answered even though others requests I made were. My problem was time-pressed as well: I started my quest on April 1st and when I called it was April 10th. The young lady I spoke with understood my deadline of the 15th to file my taxes and put in my request as "urgent" and promised to call me back on Friday. She took ownership of my issue and did indeed call me back to confirm that my W2 was mailed the day after she originally spoke to me. I received it on the 14th and was able to file my taxes. A good and positive experience. I did not take anything out on her-she did not lose the package my items were in. I had all of my information ready and we wrapped it up.
Always try to get someone to "own" your issue and get their name, ID number, extension (even though you may not be able to get back to them the next time) and, if they are helpful, then pat them on the back-they did as you asked and resolved your problem. Compliment them!
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i have no idea how to get past the cs's all ask me for all i.d. infor over and over on the same call when being transferred. especially with utilitie cos. anyone have suggestions
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I know how it feels to do this al the time. I usually say "what do you need to identify me"? Or I will ask if the prior csr gave them the info. Sometimes they just say "what is your DOB" or "what are the last 4 of your ssn" or they will ask for the phone # on the account. Hope these help
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