Why the website? Well, we’ve all been there, on the phone with a call centre for the umpteenth time, explaining the same issue, with yet another person, who you know is not going to make a jot of difference. But you keep your calm because getting cross isn’t going to help the situation. But then they say something that just pushes the right button and you lose it. All of that pent up frustration and anger over the weeks of endless phone calls, and no progress, comes flooding out. Or is it just me?
I’d been in the middle of one of those situations, on the phone with yet another call centre person, trying to resolve an ongoing issue that I was having with my Orange Mobile account, and he well and truely pressed my button. After I’d calmed down I realised the guy was as useless as the previous eight people I’d dealt with, except this one had “rude and patronising” on his CV. At that point I decided that phone calls alone wouldn’t resolve this, they’d just get me even more frustrated. So, I decided to play a little game with Orange. I’d create a website, post details of all my conversations with them to date about this one problem, and see how long it goes on for.
Everyone seems to have a story to tell about their problems with call centres. Why does it have to be like this? Surely companies should be able to get it right by now. It’s not as if call centres are a new thing.
Word of warning – this website is a rant, with a fair bit of rambling…