I know it's not the agents fault ... it's always **** management .... I know it's not the agents fault ... it's always **** management .... I know it's not the agents fault ... it's always **** management .... I know it's not the agents fault ... it's always **** management .... But **** me, when they hang up on you for asking a difficult question. The question being .. Can you send me evidence that the post man (DPD) came to my door? (They said they had a photo, and assumed it was available on their web site but didn't tell me where and wouldn't email me the photo). They insisted a card had been left (it hasn't) and my cameras show nobody coming. A further whinge. When management think AI can do the job, it can it can't, don't do it, pay and train staff.
I build Call Queues and IVRs ........ the AI side does frighten me. Some good providers, some that to be honest should go back to the olden days.
It's the scripts which will be turned into AI that scare me. All these companies will make the same mistake with AI that they made with moving call centres off shore. It will drive people mad.
Rather than painting flags on roundabouts a much better display of patriotism would be organising boycotts of companies who move their customer services offshore or scrap jobs for AI.
Just won a battle with Tyne Tunnel. Used tunnel and paid £2.50 using their automated system. 2 weeks later a £30 fine for none payment. So we got receipt from CC company and proved payment..Appeal declined. Reason being the payment which they'd had and kept didn't pair to their system. So I went on the customer forums which was full of the same stuff.Found a number and rang them.. .Lvly lady called Lyndsey took 3 minutes to find their camera system read the "O" on my number plate as a nought...a number not a letter..fine cancelked although I still had to go through the appeals...but how many just pay up when the threats of CCJ and Baliffs calling start.
Im puzzled - if the camera read the letter O on your number plate as a Zero how were you charged £2.50 and also how did they know to contact you as they wouldnt be able to get the details of the car with that number.
