Maintain This Holding Position

, , , , | Working | September 3, 2017

(I used to work in a call center, and I know that one tactic the lower-quality employees use is to put upset customers on an extended hold until they hang up, rather than allow it to go to their supervisors. I am at the end of a call that, while I have finally managed to get my original issue resolved, has created a secondary issue that requires me to speak to a supervisor. After I tell the customer service representative on the line that I want to speak to a supervisor, he puts me on hold for five minutes.)

Customer Service Rep: “Unfortunately, all of my supervisors are busy, and I don’t know when they will get around to helping you. And seeing as I did resolve your issue today…”

Me: “I used to work in a call center, and I understand a bit about how they work. Do they track your metrics?”

Customer Service Rep: “Excuse me?”

Me: “Your metrics… Do they track how long you are on calls with customers, and how long you have them on hold?”

Customer Service Rep: “Yes, ma’am…”

Me: “Okay, so, go ahead and put me on hold until you can get me a supervisor.”

Customer Service Rep: “All of my supervisors are busy at the moment, and I don’t know when one will be available, and since I did resolve your concern…”

Me: “Don’t worry about how long the wait will inconvenience me; I have all night…”

(I was put on hold for maybe a minute before I had a supervisor.)

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