BigMoneyJim
Thinks s/he gets paid by the post
This Forbes article ( [url]http://www.forbes.com/networks/2004/03/23/cz_mf_0323nice.html?partner=yahoo&referrer= )[/url] describes what's behind those call center disclaimers like "this call may be recorded for quality purposes." I always figured it was for legal CYA and post-call evaluation of customer service.
But no, there are computers that listen for key words and even mood to alert supervisors to listen in on the call to avoid losing a customer or employee.
Now I suppose this makes sense for the business, but from my point of view if I'm a calm, cooperative customer then I am continually sent to the back of the line with the rest of the cows. My general personality and demeanor is to behave nicely and cooperatiely and I seem to usually get issues resolved quickly; but now I'm starting to feel like if I don't huff and puff on the phone I'll be given poorer service. I don't call a company to chat, if I call I have an issue that needs attention.
I've never been a ranting lunatic, but I may start practicing so I can get better service in the future.
But no, there are computers that listen for key words and even mood to alert supervisors to listen in on the call to avoid losing a customer or employee.
Now I suppose this makes sense for the business, but from my point of view if I'm a calm, cooperative customer then I am continually sent to the back of the line with the rest of the cows. My general personality and demeanor is to behave nicely and cooperatiely and I seem to usually get issues resolved quickly; but now I'm starting to feel like if I don't huff and puff on the phone I'll be given poorer service. I don't call a company to chat, if I call I have an issue that needs attention.
I've never been a ranting lunatic, but I may start practicing so I can get better service in the future.