HTAG Guildford - Call Centres and how to Handle Them

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Call Centres and how to Handle Them

When you make a telephone business query, whether it's about utilities, banking, goods and services etc., you will no doubt find yourself connected to a call centre. It's really worth investing in a hands free telephone so that you can get on with other work at your desk whist you are waiting for a reply, or working your way through the myriad multiple choice selections to get to the department you wish to speak to. But hands free or not, there are a few simple ways to ensure you get good service, and to enable you to trace your call.

First of all have a notebook and pen to hand, and always start your call by asking for the name of the person you are talking to. Usually they give a first name only and, if asked, may refuse to give their surname "for security reasons". In this case ask for their log in reference number. You should then request the geographical location of their call centre, and you should insist on this information as there is no reason why they shouldn't give it to you. You then confirm the time of your call with the operator, and take a note of the date. This lets the operator know that you can trace your call back to them. Hopefully this will encourage them to give you the correct information and, more importantly, to log the conversation on their computer should you have any complaints and/or queries at a future date.

If you are passed between operators, departments and/or call centres, make sure you note the time of each transfer, the name of the new operator, and the location of their call centre. When the call is complete take a note of the time again, and jot down the essential details of the conversation, particularly any action which the operator promises to take and/or arrange on your behalf. Put these notes on file for future reference.

Finally, find out if the companies you deal with have their call centres outside the UK. If they do, write to the companies concerned and advise that you prefer to do business with companies who keep their call centres within the UK, particularly if they locate those centres areas of high unemployment, and if they won't change, then it's time for you to change.