Why Can't They Get This Right?
Kevin Salwen on Business
I called the credit-card payment center of a major department store this morning to check on an account balance. Before putting me on hold -- for 18 minutes -- several recorded messages cautioned me:
-- 'Due to high call volume, you may experience significant delays.' (Translation: Because we understaff our call center, you should wait.)
-- 'For best service, you should consider calling Wednesday through Friday between 9 a.m. and 5 p.m.' (I was calling, um, this morning, Wednesday, at 10 minutes after 9.)
My favorite (I'm not making this up): The music on the recording was Billy Joel's 'Honesty.' ('Honesty, is such a lonely word; everyone is so untrue...')
Is it that hard to get a call center right? Maybe start with the recordings.