David Cushman has started a new Facebook group called "No More Call Center Monkeys!"
He also distilled down a number of his key points thusly:
- I want to talk to someone who is listening to me – not reading a script from a computer screen.
- I want to talk to someone with the power to do something about my problem.
- I want to talk to someone who knows how to get round the moment when ‘the computer says no’
- I want to talk to smeone for whom reason is allowed to mean something.
- I don’t want to input my account number on my phone – then have to tell three more people what it is during the same call.
- I want a full response to my complaints.
We urge these companies to stop insulting the intelligence of both their customers AND their employees. Giving the poor saps on the end of the phone a script they must stick to effectively turns them into a computer. We don’t want to talk to a computer.
We think it is grossly unfair on call centre staff – the very people charged with dealing direct with your customers – to leave them with no power to think or act for themselves.
Read more at "The Call Centre Customer Manifesto."