Bad/funny call centre experiences?

[aus_flyer]

Just curious to hear about the best of the worst call centre experiences.

The other night I struck possibly the dumbest QF call centre person I have ever come across.

Rather than asking me what my pin was, he said "your pin is xx_x, right?"

Ummm... good security!

 

[Guest]

how bizarre

it's not very secure that you even need to tell them what it is, i'd rather punch it in prior so that the agent does not even get to know it.

 

[cssaus]

Although not related to QFF call centre, the other week I did get a call from a Bank's call centre to discuss something about my account but before they would do so wanted me to verify who I was.

Well, I turned the question around to the call centre person and told them in no uncertain terms was I going to confirm my identity to someone who has called me and I have no way of verifying who they were. The call centre person had absolutely no answer to this predicament and suggested I call them back.

 

[Alan in CBR]

Although not related to QFF call centre, the other week I did get a call from a Bank's call centre to discuss something about my account but before they would do so wanted me to verify who I was.

I've had this happen too. I think it was a credit card company, but I'm not sure.

I was caught a bit off-guard at first: "This is xx_ from yyy wanting to talk about zzz. But before I start I need to confirm your identity. Could you give me your full name, billing address and date of birth."

Umm, let me think, ... NO!

Stupidest telemarketing idea ever.

 

[NM]

Telstra tried the same thing with me recently. They called to discuss various rate plans and offers, but first needed to verify my identity. Well, I told them that they called me and I answered. So if I am not who they thought I was, then they need to update their database, or there is a thief in my house so would they please call the police and report a robbery in progress.

 

[icarus]

Also happened to me. Westpac rang and said they wanted to speak to me but first they needed to verify my identity and would I give them my date of birth please? I refused, for all the reasons other posters have given, but asked them what the call was about. They said they couldn't tell me unless I confirmed my identity. I gleefully pointed out that under the National Privacy Principles they are prohibited from soliciting personal information unless they can tell the person what it's for. They had absolutely no idea what to do, and eventually gave in and told me why they'd called. Ha!

What really burns me about this is that if a fraudster rang and asked the same questions and a customer did in fact give them the information, I have absolutely no doubt that the bank would hold the customer responsible for any resulting breaches of their security.

Now I do my main banking with the CBA. It is in many ways as bad as all the others, but at least it has phone listings for each branch and not just a single call centre number. Until recently, too, there was a personal advisor for clients with a certain net value. Mine was fantastic, but they've just replaced her with what appears to be a panel of interchangeable chimps. So I'm thinking of dumping the CBA too.

 

[straitman]

So I'm thinking of dumping the CBA too.

And go precisely where :?:

 

[icarus]

So I'm thinking of dumping the CBA too.

And go precisely where :?:

Yeah... that's why I'm *thinking* rather than *doing*.

Though the idea of switching my CBA Platinum MC for a the new AMEX offering is appealing. If only a shot across the bows.

 

[straitman]

So I'm thinking of dumping the CBA too.

And go precisely where :?:

Yeah... that's why I'm *thinking* rather than *doing*.

Though the idea of switching my CBA Platinum MC for a the new AMEX offering is appealing. If only a shot across the bows.

Agree entirely.

Seriously though if you really manage to find a better option I'm more than ready to listen. For what I want/need, I tend to think they are the best of a bad bunch :!:

 

[djfuzz]

Wow, this is an old thread - but I was about to start a new rant thread when I searched and found one precisely on topic, so I feel as if I should resurrect it.

Just spent two calls and over an hour on hold and on the phone to Jetstar trying to make use of their supposed price beat guarantee against the Tiger sale fares. Both times I was disconnected before I could complete the transaction - no fault my end, my phone and line are fine. They make you wait for ages and then don't have the courtesy to follow up to make sure your time isn't wasted - all for something that takes a minute to do online.

Honestly, if you can't even get through a booking on the phone with them at this time of night, this 'guarantee' is not worth the HTML it's printed on.

And it hasn't just been Jetstar, I've had issues with other call centres dropping out when calling from other phones, mobiles, land lines, even a pay phone. Why is it that call centres have such flaky lines and don't take your number and follow up if you get disconnected? For a while I thought iiNet had it figured out by doing a callback, but even then they never seem to bother following up after they disconnect you (by accident or whatever).

I'm not even complaining or rude, I very kindly want to give them business, but they just make it so damn difficult!

Grr. :evil:

 

[docjames]

Wow, this is an old thread - but I was about to start a new rant thread when I searched and found one precisely on topic, so I feel as if I should resurrect it.

Just spent two calls and over an hour on hold and on the phone to Jetstar trying to make use of their supposed price beat guarantee against the Tiger sale fares. Both times I was disconnected before I could complete the transaction - no fault my end, my phone and line are fine. They make you wait for ages and then don't have the courtesy to follow up to make sure your time isn't wasted - all for something that takes a minute to do online.

Honestly, if you can't even get through a booking on the phone with them at this time of night, this 'guarantee' is not worth the HTML it's printed on.

And it hasn't just been Jetstar, I've had issues with other call centres dropping out when calling from other phones, mobiles, land lines, even a pay phone. Why is it that call centres have such flaky lines and don't take your number and follow up if you get disconnected? For a while I thought iiNet had it figured out by doing a callback, but even then they never seem to bother following up after they disconnect you (by accident or whatever).

I'm not even complaining or rude, I very kindly want to give them business, but they just make it so damn difficult!

Grr. :evil:

Why would they want to call you back if it's costing them money (both for the phone calls and the ticket they're matching).

In fairness, many call centres are set up specifically to be inbound-only (to "protect" the company from staff using outgoing lines), so the call centre physically cant call you back.

 

[djfuzz]

Why would they want to call you back if it's costing them money (both for the phone calls and the ticket they're matching).

In fairness, many call centres are set up specifically to be inbound-only (to "protect" the company from staff using outgoing lines), so the call centre physically cant call you back.

Realistically, how much is the call costing them? iiNet seems to have problem calling back to avoid hold times, they just seem to not bother with disconnection mid transaction. Surely the overall costs related to the call centre are factored into their prices as it is.

As for the price match - they do advertise it, and if they're actively avoiding it, hello section 52: You can't say you offer something and not do it because it ends up costing you money. But that's besides the point, it wouldn't have mattered even if I was paying full price for Star Class or making a corporate donation, the issue is that their lines (and others') are flaky, and make it exceedingly difficult to actually get anything done over them if you never know when they're going to accidentally disconnect you. I'd understand if it was a once off, but it seems to be unfortunately consistent.

Happy for them to have inbound only call centres, but I'd much rather they didn't keep hanging up for no reason! Is that really too much to ask?

 

[notzac]

I gleefully pointed out that under the National Privacy Principles they are prohibited from soliciting personal information unless they can tell the person what it's for. They had absolutely no idea what to do, and eventually gave in and told me why they'd called. Ha!

I know it's poor form replying to a 5 year old post in this way, however -- is this the first National Privacy Principle you're referring to?

 

[proskyneo]

Wow, this is an old thread - but I was about to start a new rant thread when I searched and found one precisely on topic, so I feel as if I should resurrect it.

Just spent two calls and over an hour on hold and on the phone to Jetstar trying to make use of their supposed price beat guarantee against the Tiger sale fares. Both times I was disconnected before I could complete the transaction - no fault my end, my phone and line are fine. They make you wait for ages and then don't have the courtesy to follow up to make sure your time isn't wasted - all for something that takes a minute to do online.

Honestly, if you can't even get through a booking on the phone with them at this time of night, this 'guarantee' is not worth the HTML it's printed on.

And it hasn't just been Jetstar, I've had issues with other call centres dropping out when calling from other phones, mobiles, land lines, even a pay phone. Why is it that call centres have such flaky lines and don't take your number and follow up if you get disconnected? For a while I thought iiNet had it figured out by doing a callback, but even then they never seem to bother following up after they disconnect you (by accident or whatever).

I'm not even complaining or rude, I very kindly want to give them business, but they just make it so damn difficult!

Grr. :evil:

Hi djfuzz,

I'm surprised that you even managed to get through at 1am... Tried to get a Jetstar Price Guarantee 2 weeks ago to make it just outside the 72 hour time frame at 10pm at night - got through to a Japanese answering message which ended by hanging up on us. My aunty was a Japanese teacher once and we passed the phone to her.. never really found out what the message was about though.. We just assumed that that phone number only worked during office hours..

Regarding your 2 calls to Jetstar, this happened to me a month earlier than as mentioned just then - called the first time and was transferred from Jetstar holidays (or something) to the Price Beat Team (with a long hold) and when asked to hold again, I was hung up on! I ended up calling back and this time I was connected immediately to a supervisor who could process a Price Beat booking immediately, I was quite relieved as I've never actually phoned up an airline call centre

Messy process, but good fares if you manage to get through to it!

 

[justinbrett]

It's sad when the customer knows more about the company's rules than the call centre operator.

I have a Jetstar booking in a few days from BNE - AVV; I rarely fly Jetstar but considering I could get a JetFlex fare cheaper than the cheapest QF fare (which was still discount Y) I decided to boost my SCs, given I've just started a new SC year.

After booking I didn't see my FF no on the itenarary, so I called up to put it on. The operator (who I suspect was overseas communicating via VOIP) didn't have a clue. First she said, "oh I'm sorry, you cannot earn Frequent Flyer points with Jestar". I then said I was booked on a JetFlex fare and she asked "Oh, is it an International Flight?". When I told her it was a domestic flight, she then said you could only earn points on JetFlex international flights.

So at this point I realised she had no clue what she was talking about, so I told her in no uncertain terms she was incorrect and please open up my booking to check the FF number. She obviously didn't have a clue because she didn't argue and got the booking. After all that, the number was already in there. They musn't include it on the itenarary any more (they definitely used to).

I guess I'm used to speaking with Qantas which I have access to the elite FF section. They definitely know what they are talking about.

 

[gilby08]

For these supposed 'drop outs' it's actually the call centre agent hanging up on you, because they hate processing these bookings and takes up too much of their time!

 

[oz_mark]

For these supposed 'drop outs' it's actually the call centre agent hanging up on you, because they hate processing these bookings and takes up too much of their time!

I had a recent experience with a 'drop out' (while talking to Telstra), and when I rang back the notes on my account were that I had hung up!

In my experience, Telstra have the worst call centre, and Citibank the most irritating.

My vote for best is split between Qantas and Westpac - both are very good.

 

[anat0l]

Firstly, JQ phone staff are pretty incompetent. They don't know what they are talking about, or they can only understand very rudimentary principles of the booking. I know they have to cater for a wide demographic, but sometimes their simpleton attitude is absolutely shocking. At least QF know how to handle the likes of us (let's not blow that statement out to more than the context of this thread, please.)

No real bad call centre experiences (except JQ). One time I called QF Premium and when the lady on the other end of the line confirmed my identity I remarked to her that I was surprised that she pronounced my last name quite well, almost correct! She then replied that's because her ex-husband had a similar surname. (No I have never been married before!)

There are a few companies around the world now (e.g. SPG) who will call you instead of you calling them (there is a link on the website which sends a request of this kind).

 

[N860CR]

Telstra are terrible when it comes to call dropouts. Actually their call centres as a whole are shocking, I've only had to call them over two things in the last few years (very minor things) and each of them took hours and hours because calls kept getting dropped and their staff don't bother to do what they say they are doing. I added up 7 hours of my time during the last series of calls to Telstra! They are the only company who I have ever actually totally dropped as a result of poor service.

I've generally been pretty impressed with the QF call centre (and the Westpac one, as mentioned by someone else - they're usually very good at getting even some pretty complex tasks completed). I've run into only 1 genuinely bad staff member at QF (in the Hobart centre) who nearly had me abandoned the night before a flight to LAX, however otherwise they've been pretty good.

 

[straitman]

For these supposed 'drop outs' it's actually the call centre agent hanging up on you, because they hate processing these bookings and takes up too much of their time!

gilby08,

Are you talking from knowing the system from the inside or from hearsay :?: