Idiots in call centres..,..

[onyx39]

Just phoned my Building Society to pay some money. Chap that answered the phone was clearly new bless him, and needed a tad more training.... took me 7 minutes to get beyond him to the department that was actually taking the money.... Started by taking me through security..

Him: OK, Mr. P***** I need to ask you some security questions, is that OK?

Me: Yes that's fine, go ahead.

Him: Thank you Mr P*****, can I start by asking for your surname?

Me: Erm......

[Superhoop]

Was his name Jon, or something else that sounded very English by any chance?

Not sure if it's just an Internet rumour, but I remember reading about someone who called a call centre and got something along the lines of

Hello, thank you for calling ABC bank, you are talking to insert name here, how may I help you.

Clearly reading from a generic script, and instead of inserting their fake English name, just carried on reading the script

[onyx39]

Excellent... I remember when I worked on the IT Helpdesk for an insurance company before it was offshored, they had indian staff who came over, who spent part of their days watching the likes of "Eastenders" to "Anglicise" them.. (if that's the right word)

[Papa Hotel]

The call centre idiot would probably at least have posted this non-motoring thread on a non-motoring board. Idiots, they're everywhere.

[onyx39]

Papa Hotel said:

The call centre idiot would probably at least have posted this non-motoring thread on a non-motoring board. Idiots, they're everywhere.

You mean that there are OTHER forums out there?

[StottyZr]

I would have probably found that quite funny. You could have made a joke of it! Might as well try and help the poor kid who is clearly stting himself!

[Mermaid]

UK companies that have foreign call centres should be penalised £26k for each job they create abroad?

[Papa Hotel]

onyx39 said:

You mean that there are OTHER forums out there?

You know there are, you've started st threads in most of them.

[anonymous-user]

"OK Mr Burns, and what's your first name?"
"I.... don't know"

[exgtt]

When our place out sourced, one of the new indian reps chose the english name of Keegan Charlton, and kept it for a few months. Legend.

[bicycleshorts]

Papa Hotel said:

You know there are, you've started st threads in most of them.

I was going to say that was a bit harsh. But OP has started a lot of threads

My personal favourite is when someone rings me and asks me to verify who I am.

[Liquid Knight]

I like it when they call you but won't tell you anything until you answer the security questions.

"Sorry, who are you?"

"I'm from your bank".

"Okay, before I answer your security questions I have a few for you".

"Errrm"...

"What year was your bank founded?"

"Sorry?"

"How many accounts do I have?"

"I beg your pardon?"

"How am I supposed to know you're from my bank and not some random trying to get my security information?"

"Ahh; I see".

"Goodbye".

[832ark]

Liquid Knight said:

I like it when they call you but won't tell you anything until you answer the security questions.

"Sorry, who are you?"

"I'm from your bank".

"Okay, before I answer your security questions I have a few for you".

"Errrm"...

"What year was your bank founded?"

"Sorry?"

"How many accounts do I have?"

"I beg your pardon?"

"How am I supposed to know you're from my bank and not some random trying to get my security information?"

"Ahh; I see".

"Goodbye".

So actually what do you expect them to do? You'd be fuming if they phoned your house and gave sensitive personal info to your son/father/pool cleaner. Obviously its prudent to make sure they're calling from the genuine institution so its easy enough to just say to them "Thanks for getting in touch but for security I'd prefer to call you back." They'll be quite happy with this, then you call up your bank and ask them what they want - easy.

[McSam]

832ark said:

pool cleaner

PH: Directorships Matter

[freecar]

832ark said:

So actually what do you expect them to do? You'd be fuming if they phoned your house and gave sensitive personal info to your son/father/pool cleaner. Obviously its prudent to make sure they're calling from the genuine institution so its easy enough to just say to them "Thanks for getting in touch but for security I'd prefer to call you back." They'll be quite happy with this, then you call up your bank and ask them what they want - easy.

Or you tell them to fk off because if there actually something wrong with your account they wont be going through a script.

There's no big deal with missing another sales call.

[KrazyIvan]

Liquid Knight said:

I like it when they call you but won't tell you anything until you answer the security questions.

"Sorry, who are you?"

"I'm from your bank".

"Okay, before I answer your security questions I have a few for you".

"Errrm"...

"What year was your bank founded?"

"Sorry?"

"How many accounts do I have?"

"I beg your pardon?"

"How am I supposed to know you're from my bank and not some random trying to get my security information?"

"Ahh; I see".

"Goodbye".

Lol, I do the same thing, My FIL looked at me funny when he had the pleasure to listening to me tell "Barclay Card" I had no intention of answering any security question to some one who had called me, despite their continued instance that I needed to speak to then. I had to explain to him several times that just because they called and claimed they were Barclay's does not mean they really are.

As for call centres, Virgins is awesome, they have a script to follow and god help any fools who tries hurry to process along by explaining that your IT literate and have already done all the basics to prove the issue is not at your end of the line.

[832ark]

freecar said:

Or you tell them to fk off because if there actually something wrong with your account they wont be going through a script.

Well its not really a script is it? If there's something wrong with your account they're going to say "Hello Mr X I'm calling from X bank but before I go into any details I need to go through security" or words to that effect - there aren't many ways to put it. So basically you're telling someone who's actually trying to help to fk off - what a nice guy you are.

[832ark]

KrazyIvan said:

Lol, I do the same thing, My FIL looked at me funny when he had the pleasure to listening to me tell "Barclay Card" I had no intention of answering any security question to some one who had called me, despite their continued instance that I needed to speak to then. I had to explain to him several times that just because they called and claimed they were Barclay's does not mean they really are.

Like I said the straightforward way to deal with it is just to say thanks for calling but I'm now going to call you straight back to make sure its legit. Obviously using the number you know to be correct not one the caller is giving you.

[freecar]

832ark said:

freecar said:

Or you tell them to fk off because if there actually something wrong with your account they wont be going through a script.

Well its not really a script is it? If there's something wrong with your account they're going to say "Hello Mr X I'm calling from X bank but before I go into any details I need to go through security" or words to that effect - there aren't many ways to put it. So basically you're telling someone who's actually trying to help to fk off - what a nice guy you are.

Yes it is exactly a script. I know as I have worked for a major high street bank doing just what you describe.

I nearly lost my job when I wouldn't cold call my branch customers to sell to them.

I have no problems telling cold callers to kiss my ass, I didn't ask to be contacted randomly to try to encourage me to spend more of my money.

[832ark]

freecar said:

Yes it is exactly a script. I know as I have worked for a major high street bank doing just what you describe.

I nearly lost my job when I wouldn't cold call my branch customers to sell to them.

I have no problems telling cold callers to kiss my ass, I didn't ask to be contacted randomly to try to encourage me to spend more of my money.

I also currently work for a major high street bank, administering UK based contact centres. Whilst I see what you're saying in terms of a script, how many ways are there to say "Hello Mr X I'm calling from X I need to go through security." If its a sales call you'll get that but likewise if there's an issue you'll get the same. There's no way an agent is just going to call you up if there's and issue and start talking in detail about your account without verifying who they're talking to - they could be talking to anyone although there's less chance of that if they've called a mobile.