Call Centres, selling, and a pause for thought
Archive - Originally posted on "The Horse's Mouth" - 2004-09-22 06:25:05 - Graham EllisHave you noticed that telephone calls you "have to" make to renew a service are now being taken as an opportunity to sell to you? It happened to me just the other day when I called in to confirm receipt of a new credit card. "While we're waiting for the computer to authorise you, can I just ask you about your household cover ....?" ... Yuk!!
I called to renew my car insurance yesterday - should have been a simple transaction but the gentleman on the other end of the phone was pushing a new product and wouldn't let me renew until I had heard him out in full. Clearly part of his job; I got a little sharp with him, but once the renewal was in place I commented "I'm sorry I got a little sharp - it's nothing personal but I get so many people trying to sell me things. I wouldn't want your job". His reply? "You're lucky that you have the choice". Indeed I am, and I shouldn't forget that; he's doing what he's told in a call centre in New Delhi as the only way to keep himself and his family.