Unfiltered Story #234168

I work at a call center for a well-known cell phone company. My job is in billing. A call comes onto my line.

Me: Thank you for calling. My name is [name]. How can I help you?

Customer: Yeah, I’d like to pay my bill.

Me: Alright I can connect you with our automated payment system to get that started for you.

This an extremely routine suggestion as the payment system is the ONLY way for customers to make payment, unless extenuating circumstances demand otherwise.

Customer: No, I want to speak to a human. I hate robots.

Me: We do try to encourage our customers to use the automated system as it is much faster.

Customer: Why can’t you do it?

Me: I am not authorized to take payments manually. [dreading my next words] But my manager can.

The manager is NOT our “human” payment system. He will take payments in very specific cases like a closed account or other unusual circumstances. But when the customer insists, we are required to inform them of the wait.

Customer: Fine, connect me with them.

Me: I won’t be doing that, sir. I will just need your card information and I can pass that along to him. But he is very busy and it may take several minutes.

Customer: [gives card info] I don’t know why this has to be so difficult.

Me: I’d like to remind you that the automated system is set up to be user friendly, effective, and efficient.

Customer: I don’t like talking to those robots!

My manager finally has a moment to take the customer’s card info and finish his payment.

Me: Okay, it’s all set up for you. [I refresh my screen] I can see that your bill is paid in full. Is there anything else I can help you with?

Customer: No. I just don’t understand why we can’t talk to humans anymore.

This exact conversation happened more times than I care to count.