rating the call centres
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.