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So today (well it's after midnight now so technically *yesterday*) there was a big Ultimate Fighting Championship PPV event. These events usually generate a metric shit-ton of calls in to the center I work at since it seems half the people with PPV capability don't understand or just refuse to believe they can order via remote and just HAVE to call us. Thankfully I've always had Saturdays off, but I hear the horror stories when I come in on Monday how they had 100s of calls in queue all evening.
Well to try to avoid that, my company put a recording on the IVR you get when you call in, informing people of the event and how they can order it via remote. That was it. The whole thing wasn't more than 15-20 seconds tops.
Well, you'd think that we were aurally raping some of our customers to hear the complaints we got. People were upset that they were FORCED to listen to an advertisement for a show they weren't interested in. People were telling me they had to wait "10 minutes or more" to talk to me because they had to listen to "that ad for that PPV you're forcing on me" .Furthermore, they'd tell me they were HIGHLY OFFENDED since they don't believe in fighting and think UFC is wrong and should not be allowed. OK, I get that it's not for everyone, but listening to a 20 second how-to on ordering PPV (and that's what it was, no hype of the show itself) is not going to wound your tender sensitivities, especially since you were calling in to tear me a new one using un-Godly terms anyway. Furthermore, the people who I talked to who were upset about this were SCs anyway, so maybe we stumbled across the solution: have your company mention UFC in the phone greeting and it drives them away like Raid.
I told the guy who sits behind me (who is a MMA/wrestling fan like I am) about one offended lady who DEMANDED I personally change the greeting so she wouldn't have to be subjected to such filth, and he replied "I wonder if she gets that offended when they show war footage on the news".
Well to try to avoid that, my company put a recording on the IVR you get when you call in, informing people of the event and how they can order it via remote. That was it. The whole thing wasn't more than 15-20 seconds tops.
Well, you'd think that we were aurally raping some of our customers to hear the complaints we got. People were upset that they were FORCED to listen to an advertisement for a show they weren't interested in. People were telling me they had to wait "10 minutes or more" to talk to me because they had to listen to "that ad for that PPV you're forcing on me" .Furthermore, they'd tell me they were HIGHLY OFFENDED since they don't believe in fighting and think UFC is wrong and should not be allowed. OK, I get that it's not for everyone, but listening to a 20 second how-to on ordering PPV (and that's what it was, no hype of the show itself) is not going to wound your tender sensitivities, especially since you were calling in to tear me a new one using un-Godly terms anyway. Furthermore, the people who I talked to who were upset about this were SCs anyway, so maybe we stumbled across the solution: have your company mention UFC in the phone greeting and it drives them away like Raid.
I told the guy who sits behind me (who is a MMA/wrestling fan like I am) about one offended lady who DEMANDED I personally change the greeting so she wouldn't have to be subjected to such filth, and he replied "I wonder if she gets that offended when they show war footage on the news".
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