rat­ing the call cen­tres

Finweek English Edition - - Openers - BENE­DICT KELLY

AU­TOPAGE FIRST IM­PRES­SIONS of a call to Au­topage’s call cen­tre in Midrand were not promis­ing, the elec­tric­ity was out in the area and while some­one was smart enough to con­nect the phone sys­tem to a bat­tery, they’d forgotten to buy some diesel for the gen­er­a­tor so the poor agent had a com­puter but no elec­tric­ity to power it.

The agent was for­tu­nately quite clued up on ev­ery­thing else and could an­swer our ques­tions about the pro­ce­dure for tak­ing out a con­tract and what I needed to do to en­sure my num­ber was ported from one net­work to an­other.

We called back later af­ter Eskom had turned the elec­tric­ity back on. When you call the con­tact cen­tre, you are treated to an an­noy­ing dou­ble beep, sim­i­lar to that when some­one is hold­ing for you while you are on an­other line.

It then gives you two op­tions: 1 for ex­ist­ing cus­tomers and 2 for new cus­tomers; while we ap­plaud the sim­ple menu surely it could have been press one for ex­ist­ing cus­tomers or hold for an op­er­a­tor?

Once again poor sys­tems let down a cen­tre staffed by help­ful and in­tel­li­gent agents and bring down the per­cep­tion of the com­pany as a whole.

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