Anyone work in a call center or have any suggestions? - HotUKDeals
We use cookie files to improve site functionality and personalisation. By continuing to use HotUKDeals, you accept our cookie and privacy policy.
Get the HotUKDeals app free at Google Play

Search Error

An error occurred when searching, please try again!

Login / Sign UpSubmit

Anyone work in a call center or have any suggestions?

£0.00 @
Im looking at how the company I work for deal with customers after closing time. Our Tech support lines close at 9 pm. But on the odd occasion we are still on a call with a customer. This could keep …
akme Avatar
7y, 3m agoPosted 7 years, 3 months ago
Im looking at how the company I work for deal with customers after closing time.
Our Tech support lines close at 9 pm. But on the odd occasion we are still on a call with a customer. This could keep us back until say 9:20 pm...The lines wont close until we all log out of our phones.

So how would you as a customer expect to be treated etc?
Would you be feel its ok to receive a call back at a time that is ok with you?
We are looking into putting a message on the lines at 8:30 pm explaining that the lines close in 30 mins and give people the info that they may not get there call answered before 9..and give them the option to leave a message with their name,number,time they want a call back.

There is the option to stay open later..but then we just have the same issue..but an hour later.

This is a very rare problem, due to us not really getting that many calls after 8.

Oh and the number the customers call is free...so there not being charged while waiting to get through etc.

Any suggestions?

Cheers for reading.
akme Avatar
7y, 3m agoPosted 7 years, 3 months ago
Options

All Comments

(20) Jump to unreadPost a comment
Comments/page:
#1
I'm a telephone engineer, sometimes the job I'm on takes me over my rostered finish time. Do you think I should down tools at my finish time or finish the job I started? If it doesn't happen to often grin and bear it.
#2
IMO you should finish the call as per normal (hopefully get overtime for the extra time) then don't answer any more calls and log off.
1 Like #3
As a customer I would like someone to answer the phone and explain that my call will probably not be concluded before closing time but I will be called back at 9am prompt if required to be the first customer dealt with the following day. As long as that call came through as promised I would be happy with that.
#4
That made me laugh, why don't you just stop answering any calls that come in after 9pm, and finish with the ones that have??
2 Likes #5
Is this not the case with any/most jobs?

I work in a shop and people come in just before closing and take ages,
I work in a school and sometimes the parents are late,
I work in the leisure center and some people are so slow getting changed at closing
I work in a restaurant and some people just sit there talking when I want to g home
I drive a bus and sometimes the traffic makes me late
I work as a post man, had 50 extra parcels and was late finishing
I work in a hospital bla bla bla

Just life is it not???

Finish the fnal call, don't answer any more.
I don't trust people when they say they will phone back. Tend not to phone just before closing anyway as I know people will just be wanting to get home and may not deal with you properly.
1 Like #6
i worked in a dell call centre, after closing time(often a little before if i'm honest!), we just used to lift phone, immediately put customer on hold and they would eventually time out to the indian call centre.

problem solved.
#7
The thing is though you have staff that wont actually call the customer back the next day.

I work at a courier company - I finish at 10pm - Sometimes a driver is stuck in a bad accident on the motorway and wont get back to the depot until 10.30pm - Should all the parcels on his van be held because i go home and dont input the data, because the lads go home and there is no one there to scan and load the goods? We offer a service to make sure the customers get their goods to their destinations the next day - So if it means we stay on a bit then thats just life.

I would hate for a machine to tell me that the call centre shuts at 9pm and its 8.30pm now and i wont get my call answered ?!!?!?!
1 Like #8
Hang up mid sentence at 9 so it just seems like an accident then go home. :)
#9
Well yeah normaly a couple of mins before closing time we are all sat in not ready..but sometimes people are on a call and have a taxi waiting outside...this can lead to them rushing the call etc.
#10
akme
Well yeah normaly a couple of mins before closing time we are all sat in not ready..but sometimes people are on a call and have a taxi waiting outside...this can lead to them rushing the call etc.


Taxi should not be ordered for bang on 9 then..... simples :thumbsup:
#11
Smaybelline
Taxi should not be ordered for bang on 9 then..... simples :thumbsup:


if we order taxi for 9:30 pm..we wont get payed by the company for those 30 mins.
and there might only be 1 person on a call after 9
1 Like #12
If i was you i would be concerned by the call handling times.

If a customer calls at 8:30 and has a 30 minute wait to be answered then either the staff are not taking enough calls or you dont have enough FTE to take the volumes.

Also do you have someone driving the calls, monitor reason codes or not ready and drive call taking, this should reduce it to on average to no more than 5 minutes after closing for the last call to end....Unless you have a nightmare problem customer.
1 Like #13
I just know not to call phone support 10-15 before the closing time because from my experience, they don't pick up the phone. I once called about 10 min before their closing time so I didn't hear any 'we're closed' message and just kept waiting and waiting until well past their closing time before I gave up. It wasn't a toll free number either.
1 Like #14
I work in a call centre, I am schedueled to work til 9.15pm but the phones are cut off at 9pm, maybe you could look into doing this? if you finish at 9, shut the lines down at 8.45, so only customers who can come through are those already in the que.

I will not stay past 9.15pm as i dont get paid when i do, i generally "have a problem with the system" at that time if i cant get rid of the customer!!!
1 Like #15
Meh, at our gaff if one of the kids is on a long call and works past their shift, they go home early the next day. Resource allowing ofcourse. Swings and roundabouts.
#16
follows2006
If i was you i would be concerned by the call handling times.

If a customer calls at 8:30 and has a 30 minute wait to be answered then either the staff are not taking enough calls or you dont have enough FTE to take the volumes.

Also do you have someone driving the calls, monitor reason codes or not ready and drive call taking, this should reduce it to on average to no more than 5 minutes after closing for the last call to end....Unless you have a nightmare problem customer.


well im kinda just talking made up times here...most of my calls last around 4 - 5 mins and longest wait time on a normal day at peak times eg 6 -7 pm is around 8-10 mins (and thats on a bad day)...highest yesterday was around 2 mins
#17
cristoff
Meh, at our gaff if one of the kids is on a long call and works past their shift, they go home early the next day. Resource allowing ofcourse. Swings and roundabouts.


see that sounds like a company that treats there staff as adults :whistling:
1 Like #18
akme
if we order taxi for 9:30 pm..we wont get payed by the company for those 30 mins.
and there might only be 1 person on a call after 9


Well you need to get your lines sorted so that existing customers can get dealt with and any new callers say after 8:45 get a closed message. I dont think taking the number and calling back will help as not many people will keep to this promise.

As for the taxi situation - Maybe certain people can volunteer to stay and finish the calls while the others with the taxis waiting go? Or if your boss refuses to pay you if you stay on past 9 then put the calls through to him/her after 9 :thumbsup: Or as said above... if you stay until half past 9 on a long call then you go half an hour early the following day.
#19
it depends on the field you're working within?
#20
I work for an NHS IT Dept, the NHS doesn't close so we carry on, there is out of hours support 24/7 in one form or another.

Post a Comment

You don't need an account to leave a comment. Just enter your email address. We'll keep it private.

...OR log in with your social account

...OR comment using your social account

Looking for Twitter login?
Thanks for your comment! Keep it up!
We just need to have a quick look and it will be live soon.
The community is happy to hear your opinion! Keep contributing!