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15344 posts

Uber Geek


  #2529958 28-Jul-2020 10:27
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How does the customer reach the escalation team if the customer is an older person who doesn't have the mentality or stamina to make demands and push for better treatment? Is there an institutional procedure for this? If the customer just asks for the escalation team, will that request be granted without question by the call centre?





There is an alternative to constantly bumping ones cranium against a wall albeit and fading one. Not so long ago I had an account issue with my telco that no matter how clear and how exact I was at explaining the issue ( a skill I pride myself in) the contact centre staff could not see or claimed they could not see the issue which was a plain to see as a Mack truck on a single lane bridge. I finally gave up in order to save a possible airborne cell phone and ventured into the local mall and the telco's retail store. It took approximately 5 minutes with the customer service officer for the issue to be recognised and remedied.


That should not have been required in my case and Vodafone should not have allowed the woman's issue to reach Fair Go to get fixed. I hope they learn from the this but I don't hold out much hope.





The views stated in my posts are my personal views and not that of any other organisation.


He waka eke noa

960 posts

Ultimate Geek

  #2529991 28-Jul-2020 10:52
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How does the customer reach the escalation team if the customer is an older person who doesn't have the mentality or stamina to make demands and push for better treatment? Is there an institutional procedure for this? If the customer just asks for the escalation team, will that request be granted without question by the call centre?





According to Fairgo, you simply ask for the escalation team, and are connected. 




684 posts

Ultimate Geek

  #2529994 28-Jul-2020 10:56
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I think it's more multifactorial. A lot of helpdesks overseas are run in silos, where specific levels have specific access so even the most intelligent hard-working and helpful 1st level tech can simply take the best notes he can and then escalate.


To my mind, there is a problem with the escalation flow inside VF right now. Cases open > x days should be escalated automatically, then again if open more than a specific number of days without resolution.




Cases which have had more than a certain number of interactions and remain open should get kicked to a specialist resolution person etc.


What it comes down to most often, is that the cases don't get to the people who can resolve them.


Should it be required? Possibly not, but this is how you work around it, whilst you figure out what's broken....





During my studies I worked for an Australian isp iinet in their contact center, the first 4 weeks we were put on training course with a strong focus of "first contact resolution", while the teams there were silo'd we were encouraged to self escalate and find the right people to help if we couldn't. 


Now obviously iinet at the time had a very different approach to their support process but comes down the the point I was trying to make, sounds like vodafone have very poor first level support training.. 


The whole "automated" escalating could have the potential to enable people to use it as a cop out for not doing their jobs in the first place.. "this ones tricky, if I leave it, someone else will sort it out"


But could also see it being beneficial for reporting and performance appraisals 

734 posts

Ultimate Geek


  #2530007 28-Jul-2020 11:20
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The claims this is 'sensationalised' reflect poorly on those making them. 


Vodafone dropped the ball, there's no denying this, and we are all familiar with Vodafones customer service.


This woman was let down and it should not have taken her going to FairGo to get a resolution.

2105 posts

Uber Geek

Lifetime subscriber

  #2530037 28-Jul-2020 12:47
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I don't get you. Are you blaming the customer? 





No, it’s Vodafone’s fault for not keeping their systems updated. But there is an escalation path/team, mentioned by Fairgo but not the OP, which resolved the problem. And the fact that most customers don’t have issues most of the time and receive an excellent service means that the service, in general, is pretty good.


So the is a fairly pointless thread full of partial information simply created to sensationalise an already understood systemic problem.



Yes, but when customers do have issues shouldn’t Vodafone contact centre be able to solve confidently. Should most calls need to be escalated if caller knows about escalation process? My recent experience 48 minutes, three to four transfers and still not solved end of call. Solved now, thanks to Sansom.


Get the impression that a lot of calls, if not most are not successful. Someone else I know had problem getting issue resolved through Vodafone call centre. They had fixed line products so dropped Vodafone after that.


Yes most of the time Vodafone products work well, but when something goes wrong should it be a nightmare getting it resolved.


When first got 2degrees, couldn’t make outbound calls landline, person who answered phone had it fixed in under 5 minutes by changing setting on router from their end. Wonder how many transfers and waiting minutes that would’ve been with Vodafone.





2203 posts

Uber Geek


  #2530327 28-Jul-2020 18:49
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    Ditto Vodafone who had theirs here, then in Egypt of all places...then back here again, then Manila, and India. Where next?<


Deep Space 9 ?

1822 posts

Uber Geek

Lifetime subscriber

  #2530370 28-Jul-2020 21:14
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I used to be with VF, when things were working as they should it was just fine, but if something wasn't working right, or a plan change was wanted it just turned in to such a mission to get anything done, it always started with long waits on hold and that is not the way to treat your customers, then it was just the shear incompetence of the support people who simply barely spoke English who promised to action requests but never did.




Best move I made was moving to a smaller much more responsive ISP. I've had 1 issue, the fiber went out, rang them up, answered by a human after 2 rings who's first language is English, they had Ultrafast on my doorstep and the issue fixed right away (2 hours from fault report to final fix).






5418 posts

Uber Geek

  #2530391 28-Jul-2020 21:58
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I wonder if dumping the offshore call centre and returning it here would improve the customer experience? The one in Manila didn't work, and the one in India now isn't really doing much better. But I imagine they have a budget limit for running a call centre and moving it back here would probably blow it out.



Do you want to pay another 30 - 50% for your fixed line and mobile bills?



Funny you say that John, when Vodafone's call centre was based here in NZ I don't recall my bill being 50% higher than it is now (ditto TCL - although I have very few of those legacy services left now).


But all that aside, how does 2degrees manage it then?

2169 posts

Uber Geek


  #2530404 28-Jul-2020 22:31
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Here’s pricing for an isp that has a Kiwi helpdesk and no phone menu to navigate


684 posts

Ultimate Geek

  #2530419 28-Jul-2020 23:36
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Orcon's call center also in NZ 

5418 posts

Uber Geek

  #2531043 29-Jul-2020 20:39
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Voyager too, now I think of it.


So I wonder what Vodafone's excuse is (also Spark)? Is it purely all about the money? How can the smaller companies manage to keep them local then?
I'm not picking on either of them, btw...just genuinely curious.

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