Sometimes a Call Center Is Its Own Worst Enemy
By Peter Lyle DeHaan, PhD
When call centers work as intended, they’re an amazing resource. They provide needed information and allow for the speedy resolution of problems. They’re fast, convenient, and effective—most of the time.
Though I like to celebrate call center success in this column, it’s more informative, as well as more entertaining, to talk about their shortcomings. By learning from their errors, we can take steps to avoid them in our call centers. This makes the industry better, as we serve callers more effectively. Here is this month’s story.
I work at home, and I rely on the internet. When it goes down, I’m usually the first of my neighbors to know. When the internet went down last month, I found a project to do that didn’t require me to be online. But after I wrapped it up, the internet was still down. I reset the modem and router without fixing the problem. I needed to call customer service.
My internet provider’s rep did some remote testing and got confusing results. After several minutes she determined that she needed to dispatch a technician. Since it was midafternoon on Friday, she said most technicians were likely committed for the rest of the day and would be heading home at five. The next available slot was Tuesday afternoon. As firmly as I could state, and still be a tad polite, I told her this wasn’t acceptable. I explained that I work at home; without the internet I couldn’t work. She was sympathetic, but she offered no options other than to let the dispatcher know my plight.
As my neighbors began arriving home from work, our community Facebook page lit up about internet issues. My neighbors heard what I heard: There was no system outage, and our problem was unique to our individual homes. Their repairs were scheduled for Thursday, six days in the future. Everyone was fuming.
Not accepting the explanation that these were all isolated instances, I called again. This time the rep told me there was a major system outage affecting half the state. He also said crews were diligently working on the problem to find a solution and wouldn’t stop until they resolved it. He promised me a callback to let me know when the problem was fixed.
I posted this information on our Facebook page. I doubt anyone believed me. Even those who called after me received the explanation that their problem was isolated to their home.
By Saturday morning the internet was working again. One neighbor posted that he received a free speed upgrade because of the problem. I called for my upgrade. This rep said the system in my area couldn’t go any faster. When I mentioned that my neighbor had received an upgrade, the rep gave me a lame excuse that my neighbor’s feed was from a different source. However, we both live on a dead-end road and the internet feed for the whole neighborhood runs past my house.
Other neighbors also called for their free upgrade. One received it, but everyone else was denied. The explanation was that they were rolling out a system upgrade and our area should receive it in a couple months. Then we would automatically receive the higher speed.
On Monday afternoon I received a phone call telling me my internet service was restored. This came about sixty hours after the fact.
I don’t blame any of the reps for providing wrong information.
I do blame the company’s support system and the training their reps receive on using it. One rep knew it was a system-wide outage, yet the others couldn’t access this information. Two reps knew how to give a free speed upgrade, while the other ones insisted it wasn’t available.
How many extra calls did my neighbors make trying to find correct information and receive the same responses other neighbors received? By giving out wrong information, the cable company probably received twice the calls they should have had they been able to provide consistent and accurate responses.
In the end, instead of customer service, they provided customer disservice. May we strive to do better.
Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of Connections Magazine, covering the call center teleservices industry.