Tweet
If you just would have listened to the 50,000 clues (now with crazy IVR!)
Our call center like many multi-client/property call centers has that prompt on the phone that lets us know what property the guest is calling. Ours is prompted by the guest selecting the property by voice. This often causes confusion between "corporate name casino* and *name of european city casino* because they sound similar. I deal with 7 properties.
Call comes in for "european city casino"
Me: Hello thanks for calling "European city casino" this is angry hippie, may I have your name please?
<normal call stuff including booking a reservation mentioning the name of the casino several times>
Me: *confirms reservation mentioning casino name one last time*
Idiot: Whoa, we have something really wrong, I called "tropical pink bird that rhymes with nothing else casino" I have to speak to someone else!
Me: Oh my gosh, our IVR sometimes does direct people to the wrong property, I can book all 7 of our Las Vegas properties, I'll be glad to rebook your reservation there.
<convinces him her really doesn't need to speak to another agent, and books reservation at correct hotel while customer is using the tone like I'm the idiot>
Dude, how do you get all the way through a reservation before realizing the mistake? I said the name no less than 5 times lol.
Micromachines Woman, FAIL!
When someone calls they can enter their players club card number on their phone keypad to save time. It comes up on our phone and we type it into the computer while saying the intro (why it doesn't auto-populate? I dunno).
This fast talking woman calls and the number plain old looks wrong and I type it anyways. I go through my intro with no card pulling up. I try and fish for clues like name and city to find it using a search. That fails so I flat out ask for the card number. She gives it and admits it was likely wrong in the phone because she was going really fast.
Through the whole call she is talking a mile a minute and keeps giving me info in the wrong order and interrupting me, to I assume speed up the process. I have sensed her need for speed and cut down everything I say to the bare minimum and matched her pace of speech.
Wonder of wonders this very basic call with nothing fancy took longer than my average.
People, if you really are in a hurry the best thing you can do is be efficient not just fast. If she let me lead the call at a normal pace and paid some sort of attention to accuracy it would have been quicker.
Our call center like many multi-client/property call centers has that prompt on the phone that lets us know what property the guest is calling. Ours is prompted by the guest selecting the property by voice. This often causes confusion between "corporate name casino* and *name of european city casino* because they sound similar. I deal with 7 properties.
Call comes in for "european city casino"
Me: Hello thanks for calling "European city casino" this is angry hippie, may I have your name please?
<normal call stuff including booking a reservation mentioning the name of the casino several times>
Me: *confirms reservation mentioning casino name one last time*
Idiot: Whoa, we have something really wrong, I called "tropical pink bird that rhymes with nothing else casino" I have to speak to someone else!
Me: Oh my gosh, our IVR sometimes does direct people to the wrong property, I can book all 7 of our Las Vegas properties, I'll be glad to rebook your reservation there.
<convinces him her really doesn't need to speak to another agent, and books reservation at correct hotel while customer is using the tone like I'm the idiot>
Dude, how do you get all the way through a reservation before realizing the mistake? I said the name no less than 5 times lol.
Micromachines Woman, FAIL!
When someone calls they can enter their players club card number on their phone keypad to save time. It comes up on our phone and we type it into the computer while saying the intro (why it doesn't auto-populate? I dunno).
This fast talking woman calls and the number plain old looks wrong and I type it anyways. I go through my intro with no card pulling up. I try and fish for clues like name and city to find it using a search. That fails so I flat out ask for the card number. She gives it and admits it was likely wrong in the phone because she was going really fast.
Through the whole call she is talking a mile a minute and keeps giving me info in the wrong order and interrupting me, to I assume speed up the process. I have sensed her need for speed and cut down everything I say to the bare minimum and matched her pace of speech.
Wonder of wonders this very basic call with nothing fancy took longer than my average.
People, if you really are in a hurry the best thing you can do is be efficient not just fast. If she let me lead the call at a normal pace and paid some sort of attention to accuracy it would have been quicker.
Comment