Do call centers keep side notes on customers?

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tdgeek

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#1493539 17-Feb-2016 00:55

chevrolux:

We added a 'Demeanour' field in our call logging just recently. We are tiny so call volumes aren't high so a nice easy way to keep track of it. I got sick of hearing from customer service they were getting abuse. Next step is I will colour code the field so when you look at calls from that customer if it is all red and then they start yet another abusive call it will be 'please just hold while we transfer you to the manager'. The manager who won't just sit and take it.

It annoys me people think they have the right to abuse telco staff purely just because they are at a telco. We want to help you but if you start with f you and f that you aren't going to get anywhere very fast.

Thats when we do our job as per the JD, otherwise we would have gone the extra mile. Irrespective of call centres or whatever, we are all humans.Some people see it otherwise. Keyboard warriors comes to mind.

andrew027

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#1493598 17-Feb-2016 08:11

dejadeadnz: I work in the Chief Risk Officer's office for a major financial institution. Anyone who writes that the "customer is an arrogant twat" will be up for a very serious conversation with me, someone from the General Counsel's office (both lawyers) and HR and given a very stern talk about the Privacy Act.

I don't remember Risk people being involved in this case, but this guy went through a formal disciplinary hearing involving his team leader, manager and HR and was put on a performance improvement plan as it wasn't his first offence. All our CSRs had training in the Privacy Act as part of their induction training - not just because any information held about the customer, including notes, would have to be turned over if requested, but also with regards to what information could or could not be given or confirmed over the phone, e.g. if a wife called about transactions on a husband's account.

mudguard

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#1493788 17-Feb-2016 11:07

I used to work for a finance company, and didn't speak to customers directly as a rule. Occasionally I'd call to query something. But we had one bloke who was really abusive to the female staff, they'd simply note exactly what he'd say. It got so bad that they had his number routed only to my phone as he hated talking to me. I knew his number off by heart in the end.
He was proper nuts.

Hoofhaarted

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#1493819 17-Feb-2016 11:22

Dairyxox:

Cant think of a good reason. Often the internet and obscurity don't mix well.

Apologies. If he spoke to a female member of staff, he tried to turn the call into the type he should be calling an 0900 number for.

dejadeadnz

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#1493945 17-Feb-2016 12:54

andrew027:

I don't remember Risk people being involved in this case, but this guy went through a formal disciplinary hearing involving his team leader, manager and HR and was put on a performance improvement plan as it wasn't his first offence. All our CSRs had training in the Privacy Act as part of their induction training - not just because any information held about the customer, including notes, would have to be turned over if requested, but also with regards to what information could or could not be given or confirmed over the phone, e.g. if a wife called about transactions on a husband's account.

Good to hear other organisations taking these things seriously. Let's just say that I know one bank which has, shall we say, some of the most awful and useless Privacy Act-related training imaginable.

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