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The Inflexibility Of Big Call Centres

Horror stories from the cubical ...

Posted by Jacqui Frost on 14/02/2013


I've talked to a number of people recently who are put off using a Call Handling or Telephone Answering service because of the bad experience they have had with call centres in the past. It does sometimes seem as if the person on the other end of the phone is following an exact script and if your enquiry falls outside of the norm they are unable to use their common sense. An example of this lack of common sense when answering a call is below ...

most call centres make you feel as though all of the responses are scripted

most call centres make you feel as though all of the responses are scripted

A lady died this past January, and XYZ bank billed her for February and March for their annual service charges on her credit card, and then added late fees and interest on the monthly charge. The balance had been £0.00, now is somewhere around £60.00. A family member placed a call to the XYZ Bank:


Family Member:
'I am calling to tell you that she died in January.'

XYZ Bank:
'The account was never closed and the late fees and charges still apply.'

Family Member:
'Maybe, you should turn it over to collections.'

XYZ Bank:
'Since it is two months past due, it already has been.'

Family Member:
So, what will they do when they find out she is dead?'

XYZ Bank:
'Either report her account to the frauds division or report her to the credit bureau, maybe both!'

Family Member:
'Do you think God will be mad at her?'

XYZ Bank:
'Excuse me?'

Family Member:
'Did you just get what I was telling you . . . The part about her being dead?'

XYZ Bank:
'Sir, you'll have to speak to my supervisor.'

Supervisor gets on the phone:

Family Member:
'I'm calling to tell you, she died in January.'

XYZ Bank:
'The account was never closed and the late fees and charges still apply.'

Family Member:
'You mean you want to collect from her estate?'

XYZ Bank:
(Stammer) 'Are you her lawyer?'

Family Member:
'No, I'm her great nephew.'

(Lawyer info given)

XYZ Bank:
'Could you fax us a certificate of death?'

Family Member:
'Sure.'

(fax number is given)
After they get the fax:

XYZ Bank:
'Our system just isn't set up for death. I don't know what more I can do to help.'

Family Member:
'Well, if you figure it out, great! If not, you could just keep billing her. I don't think she will care.'

XYZ Bank:
'Well, the late fees and charges do still apply.'

Family Member:
'Would you like her new billing address?'

XYZ Bank:
'That might help.'

Family Member:
'Finchley Memorial Cemetery, Great North Road, Finchley, London, Plot Number 1049.'

XYZ Bank:
'Sir, that's a cemetery!'

Family Member:
'Well, what the f*** do you do with dead people on your planet?' ...


I came across this on the internet, hopefully it made you smile!! I did, I mean how ridiculous were the responses of the call centre? How inflexible!

At The Office Genie we strive for a better, more personal service, tailoring our responses and style to that of our clients ... after all we consider ourselves part of your team. And most importantly we will listen to what your customer is saying and respond accordingly.

So your customers would never, ever experience something like this!

Be magical ...

JACQUI FROST



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