This latest Cutting Edge documentary goes inside the world of the modern call centre to meet the people who are trying to serve callers, finding out what it’s like to be on the receiving end of frustrated fury. Although they are designed to make life easier, there are plenty of people who feel that call centres do the opposite, and in this programme some share their anger on what bothers them most about being kept on hold.
Phoning a call centre is now rated as being more stressful than getting married or going to the dentist, and it’s estimated that people waste a whole day every year on hold.
Thursday 6 March 2008
9:00pm, Channel 4
2 Comments »
I work for Orange for 3 years and received a very difficult call I feel that the caller is racist because of how the customer talk to me, although I have a good work record and background, I lost my job, the company didnt support me didnt record the calls its my words against caller words. I feel very upset and until now Im not well dont have a job and cant get one because of depression, although I claim for unfair dissmissal I feel I cant get justice and this is affecting my life because I always think why a caller would like me to loose my job and make me feel useless and lesser person, that my case is on 2nd time being continue to be heard on 14 march at the employment tribunal, your show is helpful for people like me so that caller would appreciate our hard work and company to design a support for operator who are being abuse by callers, there should be a an ethic or rules for callers to comply not just operator. I dont know what will goin to happen to my life now I feel hopeless and sometime just dont want to wake up anymore, many times I depend Orange and make the company look good for angry and unhappy customer even apologize for valid mistake the company made to customer, but what do I get in returned, no supervisor during work to help me not like the one on your show, I dont have money to get a solicitor to represent me during the hearing, my daughter need to go back to school how can I support her now. Why this happen to me? I hope you will have lots of blessing and hope I will see the bright side of life and find a courage to move on…
God bless you
i have worked in customer service for over 30years,have always believed a call takes as long as it takes and prided myself on providing a good customer service,however, i now find myself thrust into a sales environment which i never wanted , being forced to sell products to customers in oder to achieve impossible targets, make a call last no more than 3 minutes, working with a computer system which constantly crashes, i am faced with the real possibility of losing my job if targets are not met. the new breed of call centre staff are being trained to sell,sell,sell. very little customer service comes into the training. for oldies like myself this is a soul destroying situation, what once was a job i enjoyed is now an ordeal 5 days a week, then to make matters worse,i frequently have to correct errors made by offshore call centre collagues,some of them blatant security issues. so spare a thought for people like me who genuinely wish to provide a service agains all the odds,if more people were proactive in their complaints we may just return to the “good old days” of customer service and not have the major mis-selling of products problem that we have today!
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