Outbound Call Centers and IVR’s
I recently had the unfortunate experience in dealing with a company that uses call centers as the boogie man for their company. They don’t answer their calls and it’s the fault of the call center they contract their support to.
The company doesn’t offer email or web based direct contact, only thru the call center. Again, they claim it’s the fault of the call center that I cannot get in touch with anyone at their company.
Finally there’s the BS of calling the company, getting an automated voice response (IVR) you know punch 1 for this and 2 for that, etc. etc.
Which no matter what you select the first time, goes to another IVR which again doesn’t matter what you select goes to yet another one, which ends up with the customer being told no one is available to take your call, try again later.
I’d like to get a hold of anyone in the company to find out how this is the call centers fault that they can’t provide an email address? What garbage!
Call centers have enough problems and bad press and shouldn’t be used as the scapegoat for poorly run and operated companies.