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Now that I am free I can look back on my Call Center days and smile. Since I worked for a Credit Card company I used to get some geniuses on the line.
Me:
Thank for calling ABC, my name is XUZ how can I assist you?
SC: I just got my bill today, why does it have a late fee?
Me: Because your payment was received after the due date. I almost wanted to say
"Because we decided that it was your turn!"
You have a late fee because you were late! Duh
I also realised that people do not read their bills at all. Often for some reason or other the people upstairs decide to send change in terms letters to certain customers. Basically what these state is that they are going to jack up your interest rate, but you can keep the previous interest rate if you pay off your balance and not use the card. Sounds simple right? Wrong!
Ring Ring
Me: Thank for calling ABC, my name is XUZ how can I assist you?
SC: I just looked at my interest rate, this is unacceptable! Why is it this high?
Me: Sir, we sent you out a change in terms letter last month giving you the chance to keep your old interest rate.
SC: (predictably) I never received it.
Me: We have no record of mail being returned from your address sir.
SC: I refuse that interest rate.
Me: Sir, you have to put that in writing, let me get you someone from the credit department to help you. Transfers caller asap!
Word to the wise. If you have a credit card, you want to read anything that you are sent.
Then there are the wonderful people who think that calling over and over will change things.
Me: Thank for calling ABC, my name is XUZ how can I assist you?
SC: (shouting down the phone) I made a payment on date X, it isn't showing on my card, what are you going to do about it?!
Me: Miss, the payment research dept is now closed for the day, they are responsible for rectifying such situations. What I can do is give you their direct number so you can call them tommorow morning. Here is the number 123456789. 8am - 5pm EST.
SC: Grumbles and hangs up
Since it was a night shift and we were on the East Coast we were the only Center open at that time.
Me: Thank for calling ABC, my name is XUZ how can I assist you? (At that point I look at the name on the acct and it looks rather familiar)
SC: I made a payment on date X, it isn't showing on my card, what are you going to do about it?! (she was not as irate this time)
Me: Miss, the payment research dept deal with payment issues and they are now closed for the day.
SC: Is there anyone else I can talk to?
Me: No
SC: Hangs up
I bet she called back in an hour. What part of tommorow don't some people understand?!
Some people are also uber polite
Me: Thank for calling ABC, my name is XUZ how can I assist you?
SC: I'm tired you dealing with you effing @#$%%!
Me: Sir, could you please calm down and let me know what the issue is?
SC: I have this credit card on my credit report, you people are stealing my identity! I want to know who opened this card and when?!
I examined the acct and it seemed that the SC had a acct that was opened but the card was never sent out or used. Looking at the affiliation of the card I knew most prob the SC had gone for a sporting event where the teams have these tables where you can sign up for a card and in return you get free merchandise that day ie hat, foam finger etc. So this SC had done that, gotten his goodies and forgotten all about the card.
Me: Sir, I will have to put you through to the credit dept who actually have a physical copy of the form that was signed for this card and can tell you when it was signed.
SC: I am through being transferred, you shall not transfer me!
Me: Sir our dept doesn't deal with applications
SC: When are you going to deal with this.
Me: Sir as I said before.....
SC: When can I expect a call from you.
Me: Getting pissed off. Tommorow
SC: Okay, effing %&#$@@#.
Needless I said what I did to get him off the phone since we are an inbound and not outbound call centre. I hate it when you give someone the means to get their problem solved and they don't take it. There are other people other than myself who can help you.
Me:
Thank for calling ABC, my name is XUZ how can I assist you?SC: I just got my bill today, why does it have a late fee?
Me: Because your payment was received after the due date. I almost wanted to say
"Because we decided that it was your turn!"
You have a late fee because you were late! Duh
I also realised that people do not read their bills at all. Often for some reason or other the people upstairs decide to send change in terms letters to certain customers. Basically what these state is that they are going to jack up your interest rate, but you can keep the previous interest rate if you pay off your balance and not use the card. Sounds simple right? Wrong!
Ring Ring
Me:
Thank for calling ABC, my name is XUZ how can I assist you?SC: I just looked at my interest rate, this is unacceptable! Why is it this high?
Me: Sir, we sent you out a change in terms letter last month giving you the chance to keep your old interest rate.
SC: (predictably) I never received it.
Me: We have no record of mail being returned from your address sir.
SC: I refuse that interest rate.
Me: Sir, you have to put that in writing, let me get you someone from the credit department to help you. Transfers caller asap!
Word to the wise. If you have a credit card, you want to read anything that you are sent.
Then there are the wonderful people who think that calling over and over will change things.
Me:
Thank for calling ABC, my name is XUZ how can I assist you?SC: (shouting down the phone) I made a payment on date X, it isn't showing on my card, what are you going to do about it?!
Me: Miss, the payment research dept is now closed for the day, they are responsible for rectifying such situations. What I can do is give you their direct number so you can call them tommorow morning. Here is the number 123456789. 8am - 5pm EST.
SC: Grumbles and hangs up
Since it was a night shift and we were on the East Coast we were the only Center open at that time.
Me:
Thank for calling ABC, my name is XUZ how can I assist you? (At that point I look at the name on the acct and it looks rather familiar)SC: I made a payment on date X, it isn't showing on my card, what are you going to do about it?! (she was not as irate this time)
Me: Miss, the payment research dept deal with payment issues and they are now closed for the day.
SC: Is there anyone else I can talk to?
Me: No
SC: Hangs up
I bet she called back in an hour. What part of tommorow don't some people understand?!
Some people are also uber polite
Me:
Thank for calling ABC, my name is XUZ how can I assist you?SC: I'm tired you dealing with you effing @#$%%!
Me: Sir, could you please calm down and let me know what the issue is?
SC: I have this credit card on my credit report, you people are stealing my identity! I want to know who opened this card and when?!
I examined the acct and it seemed that the SC had a acct that was opened but the card was never sent out or used. Looking at the affiliation of the card I knew most prob the SC had gone for a sporting event where the teams have these tables where you can sign up for a card and in return you get free merchandise that day ie hat, foam finger etc. So this SC had done that, gotten his goodies and forgotten all about the card.
Me: Sir, I will have to put you through to the credit dept who actually have a physical copy of the form that was signed for this card and can tell you when it was signed.
SC: I am through being transferred, you shall not transfer me!
Me: Sir our dept doesn't deal with applications
SC: When are you going to deal with this.
Me: Sir as I said before.....
SC: When can I expect a call from you.
Me: Getting pissed off. Tommorow
SC: Okay, effing %&#$@@#.
Needless I said what I did to get him off the phone since we are an inbound and not outbound call centre. I hate it when you give someone the means to get their problem solved and they don't take it. There are other people other than myself who can help you.
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