Call Center customer perspective
So the idea of having to pay long distance charges to get the “free” support from a company seems bad? How about waiting in a queue while they get around to answering the call because the call center management, in the interest of “continuous improvement” didn’t staff up correctly. They inaccurately believed that by saving a few dollars by lowering the number of people on the phone ready to take your call, that they somehow have saved the company money.
What they̢۪ve actually succeeded in doing is making their customer based angry and shifting the cost of their decision over to the customer. How many customers wiat 20 minutes in a queue for an agent at a minimum of .05 per minute. Now a dollar isn̢۪t a lot of money per customer but is more than enough to aggravate the customer into remembering the poor treatment. These one dollar tolls paid by customers are part of the reason why brand lyalty is no longer as important as previously understood. Customers remember these types of tricks the next time to purchase another product is being purchased.
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