#callcentre — Public Fediverse posts
Live and recent posts from across the Fediverse tagged #callcentre, aggregated by home.social.
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@joannaholman @gabriel @bagder @Su_G The other thing that often happens is that the customer is justified at being angry, but not at the customer service worker they're speaking to.
Many, many years ago when I was between uni courses, I had a helpdesk job at Telstra (back when such jobs were still done in Australia).
Under Sol Trujillo.
There were many, many anti-consumer decisions made by management.
The internal business systems were a broken mess that regularly had outages.
They were significantly more expensive than other telcos. "Premium products have premium prices" was a phrase used unironically.
There was stuff going on like outbound telemarketing call centres contracted by the company that were illegally signing people up for products they didn't order. The first some knew they were on a $79 a month plan for 24 months was when the Nokia arrived.
There were KPIs on things like adherence to schedule, conformance to rostered hours, and calls per hour.
And they expected 20% of calls, including for tech support or billing, to result in a sale.
It was also incredibly siloed, so one person couldn't resolve an issue alone.
Awful, horrible place to work.
So you'd end up with customers who'd been transferred four or five times and being told different things by different staff.
Complicated edge case issues often fell through the cracks.
Needless to say, customers were justifiably angry.
And the poor wretch who tried to fix the problem for the person who'd just been transferred four times took the brunt of it.
#Telstra #australia #enshittification #customerservice #helpdesk #callcentre #callcenter #techsupport -
@joannaholman @gabriel @bagder @Su_G The other thing that often happens is that the customer is justified at being angry, but not at the customer service worker they're speaking to.
Many, many years ago when I was between uni courses, I had a helpdesk job at Telstra (back when such jobs were still done in Australia).
Under Sol Trujillo.
There were many, many anti-consumer decisions made by management.
The internal business systems were a broken mess that regularly had outages.
They were significantly more expensive than other telcos. "Premium products have premium prices" was a phrase used unironically.
There was stuff going on like outbound telemarketing call centres contracted by the company that were illegally signing people up for products they didn't order. The first some knew they were on a $79 a month plan for 24 months was when the Nokia arrived.
There were KPIs on things like adherence to schedule, conformance to rostered hours, and calls per hour.
And they expected 20% of calls, including for tech support or billing, to result in a sale.
It was also incredibly siloed, so one person couldn't resolve an issue alone.
Awful, horrible place to work.
So you'd end up with customers who'd been transferred four or five times and being told different things by different staff.
Complicated edge case issues often fell through the cracks.
Needless to say, customers were justifiably angry.
And the poor wretch who tried to fix the problem for the person who'd just been transferred four times took the brunt of it.
#Telstra #australia #enshittification #customerservice #helpdesk #callcentre #callcenter #techsupport -
AI ‘accent masking’ at overseas call centres sparks union backlash in Canada
https://web.brid.gy/r/https://globalnews.ca/news/11832217/canada-ai-accent-masking-call-centres/
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AI ‘accent masking’ at overseas call centres sparks union backlash in Canada
https://web.brid.gy/r/https://globalnews.ca/news/11832217/canada-ai-accent-masking-call-centres/
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It's 2026 and so many business phone lines are extremely poor quality, cut in and out, have distortion and static. And many play hold music or recordings that have a bitrate in single digits.
It quite literally scrambles my brain and makes me unable to think. Luckily for most of those businesses I will simply hang up before I get angry but it's a simple fix that can really pay off if you cared enough to bother.
#PhoneTech #Phone #Business #CallCentre #HoldMusic #Quality #Autism #Neurodivergent
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It's 2026 and so many business phone lines are extremely poor quality, cut in and out, have distortion and static. And many play hold music or recordings that have a bitrate in single digits.
It quite literally scrambles my brain and makes me unable to think. Luckily for most of those businesses I will simply hang up before I get angry but it's a simple fix that can really pay off if you cared enough to bother.
#PhoneTech #Phone #Business #CallCentre #HoldMusic #Quality #Autism #Neurodivergent
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"We are currently experiencing higher than usual calls" (on every #callcentre I have dialled in the last year) loosely translated means "we have got rid of lots of staff and you suckers are paying the price"
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"We are currently experiencing higher than usual calls" (on every #callcentre I have dialled in the last year) loosely translated means "we have got rid of lots of staff and you suckers are paying the price"
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A new many-headed monster #AI to deal with but we haven't killed the corporate #callcentre monster yet 😩
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A new many-headed monster #AI to deal with but we haven't killed the corporate #callcentre monster yet 😩
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#Cambodia deports 119 Thai #callcentre workers
🤦♂️"The #Thais admitted to entering Cambodia illegally to engage in #onlinecrimes, attracted by #highwages, the statement said. They said they were not deceived into joining the organisation and were not being held against their will. None of those arrested have sought assistance from the Thai or Cambodian #governments" #greed #scammers #zerotolerance #corruption #lawenforcement
https://www.bangkokpost.com/thailand/general/2970761/cambodia-deports-119-thai-call-centre-workers -
If you've ever driven along Burwood Hwy in Melbourne, you've probably passed Telstra's telemarketing call centre on the corner of Station St (near Deakin Uni). Internally it is/was known as the NTC (National Telemarketing Centre), or Proactive Sales. #Telstra #telemarketing #Auspol #CallCentre
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If you've ever driven along Burwood Hwy in Melbourne, you've probably passed Telstra's telemarketing call centre on the corner of Station St (near Deakin Uni). Internally it is/was known as the NTC (National Telemarketing Centre), or Proactive Sales. #Telstra #telemarketing #Auspol #CallCentre
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Privilege card #loophole lets criminals in
" #CIB discovered that a Chinese suspect used a #Thailand #PrivilegeCard #visa to live here & #launder huge sums of money for #callcentre #scam gangs.. "We are concentrating on #criminals who enter 🇹🇭 w Thai Privilege Card visas. Criminals hv been known to enter 🇹🇭 using this kind of visa to assist their entry & exit fr 🇹🇭 .. People can file their complaints with #AOC thru www.thaipoliceonline.go.th or its 1441 hotline service" #TAT
https://www.bangkokpost.com/thailand/general/2791737/privilege-card-loophole-lets-criminals-in-front-door -
Zambia arrests 77 people in swoop on “scam” call centre – Source: www.bitdefender.com https://ciso2ciso.com/zambia-arrests-77-people-in-swoop-on-scam-call-centre-source-www-bitdefender-com/ #rssfeedpostgeneratorecho #CyberSecurityNews #grahamcluleycom #Grahamcluley #callcentre #Guestblog #Lawℴ #Mobile #China #scam #SIM
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Zambia arrests 77 people in swoop on “scam” call centre – Source: www.bitdefender.com https://ciso2ciso.com/zambia-arrests-77-people-in-swoop-on-scam-call-centre-source-www-bitdefender-com/ #rssfeedpostgeneratorecho #CyberSecurityNews #grahamcluleycom #Grahamcluley #callcentre #Guestblog #Lawℴ #Mobile #China #scam #SIM
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Zambia arrests 77 people in swoop on “scam” call centre https://www.bitdefender.com/blog/hotforsecurity/zambia-arrests-77-people-in-swoop-on-scam-call-centre/ #callcentre #Guestblog #Lawℴ #Mobile #Zambia #China #Scam #SIM
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Zambia arrests 77 people in swoop on “scam” call centre https://www.bitdefender.com/blog/hotforsecurity/zambia-arrests-77-people-in-swoop-on-scam-call-centre/ #callcentre #Guestblog #Lawℴ #Mobile #Zambia #China #Scam #SIM
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Zambia arrests 77 people in swoop on “scam” call centre https://www.bitdefender.com/blog/hotforsecurity/zambia-arrests-77-people-in-swoop-on-scam-call-centre/ #callcentre #Guestblog #Law&order #Mobile #Zambia #China #Scam #SIM
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Zambia arrests 77 people in swoop on “scam” call centre https://www.bitdefender.com/blog/hotforsecurity/zambia-arrests-77-people-in-swoop-on-scam-call-centre/ #callcentre #Guestblog #Law&order #Mobile #Zambia #China #Scam #SIM
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Zambia arrests 77 people in swoop on "scam" call centre.
Read more in my article on the Bitdefender blog: https://www.bitdefender.com/blog/hotforsecurity/zambia-arrests-77-people-in-swoop-on-scam-call-centre/
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Zambia arrests 77 people in swoop on "scam" call centre.
Read more in my article on the Bitdefender blog: https://www.bitdefender.com/blog/hotforsecurity/zambia-arrests-77-people-in-swoop-on-scam-call-centre/
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Call centres.
Enhancing Customer Experience Of Phone Wait Time:
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"There are 4 people waiting ahead of you.""The wait time is 7 minutes."
"We can call you back, in the order your call was received."
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Detracting From Customer Experience:
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"By calling us, you consent to being recorded.""Listen carefully, as options have changed."
"Your call is important to us."
"You can self-serve by using our website."
"We don't tolerate abuse."
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Many companies offer a self-serve website and a call centre.
I researched why some customers use a website when the call centre is open. It could be:
• Privacy. Calling where others may overhear.
• Policy. Phones at work are banned.
• Hedging. Use website WHILE waiting on hold, until a call-centre rep answers.
• Barriers. Poor language skill or speaking ability.
• Cost. Phone, fees.#UX #UXResearch #UR #language #ESL #privacy #speed #wait #CallCentre #CallCenter #website #SelfServe #support
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On the Walmart website, I could not find a way to update my credit card. The #callcentre was closed, so I used the #chat. After a 20 minute wait, I was told that I can change my #billing details, but only over the phone. So I called in when they were open. After a 40 minute #wait, they say they can't change my #payment method, so my order for ~$1000 will be cancelled.
And, no, they won't reactivate the coupon I used.
Unfortunately, #Walmart is our best hope for competition with #Amazon.
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On the Walmart website, I could not find a way to update my credit card. The #callcentre was closed, so I used the #chat. After a 20 minute wait, I was told that I can change my #billing details, but only over the phone. So I called in when they were open. After a 40 minute #wait, they say they can't change my #payment method, so my order for ~$1000 will be cancelled.
And, no, they won't reactivate the coupon I used.
Unfortunately, #Walmart is our best hope for competition with #Amazon.
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Hackers exploit Google Forms to trick users into falling for call-back phishing attack https://www.tripwire.com/state-of-security/google-forms-used-call-back-phishing-scam #GoogleForms #callcentre #Guestblog #Phishing #phishing #Malware #Google
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Hackers exploit Google Forms to trick users into falling for call-back phishing attack https://www.tripwire.com/state-of-security/google-forms-used-call-back-phishing-scam #GoogleForms #callcentre #Guestblog #Phishing #phishing #Malware #Google
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Come and work with us at Loughborough!
Unified Communications Team Manager
The role is split between providing strategic leadership for #UnifiedCommunications services within the wider IT Platforms section, supporting systems, and hands on technical development for these services. This includes: #Cisco Telephony #CUCM, Microsoft Teams Telephony, Annual Clearing & Accommodation #CallCentre, #MicrosoftTeams for Staff, and #MicrosoftExchange & #Groupware.
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"We are currently experiencing a larger than expected call volume. Your call is important to us and we will be with you shortly."
My #bank are always "experiencing a larger than expected call volume" it's almost as if they haven't employed enough people in their #CallCentre.
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"We are currently experiencing a larger than expected call volume. Your call is important to us and we will be with you shortly."
My #bank are always "experiencing a larger than expected call volume" it's almost as if they haven't employed enough people in their #CallCentre.
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Call centres behind fake cryptocurrency scams shut down across Europe https://www.bitdefender.com/blog/hotforsecurity/call-centres-behind-fake-cryptocurrency-scams-shut-down-across-europe/ #cryptocurrency #callcentre #Guestblog #Law&order #Scam
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Call centres behind fake cryptocurrency scams shut down across Europe https://www.bitdefender.com/blog/hotforsecurity/call-centres-behind-fake-cryptocurrency-scams-shut-down-across-europe/ #cryptocurrency #callcentre #Guestblog #Law&order #Scam
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Ransomware via a call centre? BazaCall means no email attachment or link required for infection https://grahamcluley.com/ransomware-via-a-call-centre-bazacall-means-no-email-attachment-or-link-required-for-infection/ #Ransomware #Bazaloader #callcentre #ransomware #Guestblog #Microsoft #Malware
