They have a very interesting article up on Consumerist.com written by a woman who used to work in customer service for Verizon. It provides a very interesting glimpse into their definition of "service," and it explains a lot of the hassle I have faced over the past few months. Read the whole article - it's a great read.
One of the more telling sections of the article...
In order to meet their 15 min handle time, agents have simply transferred the customer back into the queue to talk to another agent and tried to make it look like it was a phone problem.
Agents have just hung up on customer/disconnected their phone, or told the customer that they need to go to another department and then transfer the customer there. It is sad that this happens but unfortunately if you cannot meet your metrics then you will do this.
This explains:
1) All those times where I would sit endlessly on hold, only to end up dumped back into the general call queue.
2) All those times where the line just went dead.
3) All those promised call backs that never came - basically they needed to get me off the phone to meet their numbers. It must be an unwritten rule that you can always "promise a callback."
No wonder they are such a freaking debacle.
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