So What's Wrong With Call Centres Anyway?

Doing business was once something you did face to face

. Whilst this still does happen, it seems that it no longer is the norm. From complex deals, to individual transactions, face-to-face meetings are being or have been replaced by electronic means such as telephone and email. Whilst convenient, sometimes this sort of deal just doesn't hit the spot, especially if you are buying onloine and you need to speak to someone to gain some clarity. Most of us have at one time or another made the call, and been put through to a call centre. Is this such a bad thing?

The huge anonymous entity that we think of as a call centre is to many people an annoyance rather than a convenience - especially if it is located somewhere outside of your country. Yet in reality the person that you are speaking to is often very knowledgeable about the thing or product that you are calling about, if they are abroad, then their English vocabulary and comprehension is usually good even if their pronunciation is not perfect. You can more often than not, get a name for the person that you are dealing with and if need be get through to that person again should you need to. If you are buying, then the chances are that the person on the other end of the phone will be on commission and so will be more than willing to answer your questions and will call you back or take your call if you are not ready to purchase just yet. So just what are we annoyed about?

Maybe it isn't the staff, but the whole call centre ethos, and the processes that are in place. Staff are often working to targets and are sometimes timed, so may appear in a rush. Calls are monitored and so staff are wary of what they say. The dreaded hold music is often heard, and worse of all the "press one for..." options roundabout is just that, a roundabout where you are led in circles and if you make the wrong choice and jump off at the wrong time, you end up mentally bruised and having to start again. Is there a way to avoid any of this, especially the latter?

You can sometimes bypass the complexities of a menu system by dialling in direct, You could look at sites like "say no to 0870" to find direct dial numbers. Or you could just bypass the call centre and buy online. Buying insurance for example can work out cheaper if you buy online as you get online discounts. For example www.1day-carinsurance.co.uk have car insurance deals listed on site that offer substantial savings if taken out online rather than over the phone. A technique used by some is to source the deal online and then make a call, ask any questions and see if you can do a deal with the person on the other end of the phone where they match or beat the online price.

Call centres are here to stay. The days of the insurance man coming around to sort out all of your insurance are sadly gone. Although maybe it is only with nostalgia hat we look back on the way things were done. Progress means more choice, and ultimately more savings. So maybe what we should be doing is breathing deep and thinking, of all the things to be annoyed about, are call centres really that high up on the list?

So What's Wrong With Call Centres Anyway?

By: ArtyLuna

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