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I have complained before about our phone system, and the fact that if a customer calls into a branch, there often is no one available to answer the phones, leaving them a constantly ringing nightmare while we try to deal with the customers in front of us, who management has told us must be our first priority.
But if no one answers, it goes to a rather simple message:
blah, blah, blah politeness about no one answering, followed by: "If you would like our automated system, press one, if you would like to leave a message, press two or wait for the beep and someone will get back with you by the end of the business day, or if you would like to speak to our phone representatives, press zero."
The hope would be that customers might actually press zero, get transferred to the call center, and be helped by a live representative just like they wanted, just not someone in the physical branch. (Half the time, when I do answer the phone, I have to transfer them there anyway, since the call center is authorized to do more over the phone than I am since the calls there are recorded and they are trained in all the phone verification procedures). But, often enough, the customer stays on the line until it hits voice mail. Which wouldn't be so bad if they would leave a friggin' message. But no. Instead, we get hang-ups, occasional cussing or, worst of all, dead space. The customer simply continues to wait as if they are on hold. We can hear talking in the background. TV maybe. But for the full time of the message space, no actual message.
Which is so annoying when you have to sit through listening to the whole thing on the off chance that they realize the line is live and actually SAY something.
I know it'd be better if we could actually pick up when you call, but if you don't leave a voice mail, we can't help you later either. *sigh*
But if no one answers, it goes to a rather simple message:
blah, blah, blah politeness about no one answering, followed by: "If you would like our automated system, press one, if you would like to leave a message, press two or wait for the beep and someone will get back with you by the end of the business day, or if you would like to speak to our phone representatives, press zero."
The hope would be that customers might actually press zero, get transferred to the call center, and be helped by a live representative just like they wanted, just not someone in the physical branch. (Half the time, when I do answer the phone, I have to transfer them there anyway, since the call center is authorized to do more over the phone than I am since the calls there are recorded and they are trained in all the phone verification procedures). But, often enough, the customer stays on the line until it hits voice mail. Which wouldn't be so bad if they would leave a friggin' message. But no. Instead, we get hang-ups, occasional cussing or, worst of all, dead space. The customer simply continues to wait as if they are on hold. We can hear talking in the background. TV maybe. But for the full time of the message space, no actual message.
Which is so annoying when you have to sit through listening to the whole thing on the off chance that they realize the line is live and actually SAY something.
I know it'd be better if we could actually pick up when you call, but if you don't leave a voice mail, we can't help you later either. *sigh*
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