Catherine Webb thought she understood what the United Airlines representative told her in broken English when she called to make a reservation. She didn’t.
Read more “Do you have the right to an English-speaking representative?”
Margery Wilson loves her Dell laptop computer. But she has just one complaint.
“Even though I purchase the in-home service option, on the few occasions when I have tried to obtain services, I am put through call center hell,” she says.
Read more “Should a company charge me extra to speak with an American call center?”
It happened again last week. My superfast 10Mbps Internet connection died. It had flickered on and off for weeks, ever since upgrading from a 5Mbps account.
But now it was gone. Expired. Kaput.
I called CenturyLink, my DSL provider, and explained that I’d tried all the usual troubleshooting steps – including unplugging the modem and resetting it – and asked if they could send a technician to my office to take a closer look.
And that’s when I found myself in Script Hell.
More than ever these days, operators in large call centers are using scripts – pre-written responses to common questions – to deal with consumer complaints like mine.
Read more “Are you stuck in call center script hell? Here’s how to tell”
It happens to all of us. We pick up the phone to call a company, and find ourselves talking to “Joe” in Bangalore. Now what?
I deal with customers who had to work with someone in an overseas call center every day. While many are happy, a fair number come away from the call feeling frustrated and misunderstood.
Read more “When to hang up on an overseas call center”