Have you ever tried to contact a company in regard to your existing service (e.g a UK mobile phone service) to raise a fault on their network but they have with no viable option on their IVR (Interactive Voice Recognition) to select ‘faults’ to try to actually reach the correct department. With insufficient options available on an IVR any callers are then forced to pick the closest category or wrong option available to them try to get to speak to actual call agent to explain what they are trying to do i.e raise a fault.
Once you get to speak to the agent you may then be told “you’ve come through to the wrong department and your call is going to be placed on hold while we transfer you, is that OK?”
Well, your response should be no that’s not okay, in many cases it’s just taken the agent several minutes to answer your call and now your being placed on hold while the agent tries to find out the correct extension ( or DDI) for the department your trying to get in touch with i.e ‘faults’ in this instance.
Placed on hold the agent then has to ensure they select the correct extension for the caller to be routed to. The worst experiences occur where the agent can’t find the correct department or your call just gets routed through to any other wrong department again without ever reaching the ‘faults’ department as requested.
Many of the biggest companies in the UK are guilty of these practices within customer calls & caller service experiences and its time that callers stop putting up with these organisations that quite simply can’t or wont get their inbound call handling right.
If you would like to talk to one of our team to get any point clarifying please do not hesitate to contact us. Call us now on 0800 692 7000 or email firstname.lastname@example.org so we can call you back.