You've got me hanging on the telephone

[venta]

Is it impolite to correct the grammar of someone in a callcentre ? (I didn't, but I wanted to since his mis-use actually completely threw me).

He asked me (after I'd explained why I was ringing) my name, my address, and the nature for my call.

The what ?

"The nature for your call."

He meant nature of, of course. I did think that, but given that I'd already explained at length what was wrong, I thought I must be misunderstanding.

After several rounds of "What?" "The nature for your call." "The nature?" "Yes" he eventually rephrased as "Why are you calling?"

I explained the whole thing again, and he did say "Oh yes", as if the long story I'd told him two minutes earlier was indeed vaguely familiar. He also scored approximately 1.25 bwmpm (number of times on average the phrase 'bear with me' is uttered per minute).

Bah. Stupid call-centre scripts which teach you only to parse information if presented in answer to a question.

Comments

*sigh*

[mrph.livejournal.com]

Yep, I know that one. Other pet hates are "thank you for being on hold" and "I will do the needful"...

[d-floorlandmine.livejournal.com]

Stupid call-centre scripts which teach you only to parse information if presented in answer to a question.
Aye - partly because the call-handling systems they use usually don't allow entering data out of sequence ... with call centres, I usually try not to be too helpful, but deal with the questions in turn.

[mrph.livejournal.com]

It's not just that, though. I've worked with call centres that don't use scripts - and you still get this in most cases.

Half the problem, at least with non-UK call centres, is often the lack of paper.

When I worked on a call centre helpdesk, a few sheets of paper for scribbled notes made life so much easier... but for anywhere overseas, this tends to be banned for security, even if the team involved aren't dealing with anything sensitive...

[d-floorlandmine.livejournal.com]

Aye - I keep a handy scratch-pad on my desk at work - things are a lot easier when you can make notes.

[venta.livejournal.com]

This guy was in Plymouth :)

[mrph.livejournal.com]

Hmm. Devon. That might explain it. :)

[phlebas.livejournal.com]

Actually Plymouth, or India pretending?

[venta.livejournal.com]

I've no idea what a Plymouth accent might sound like, but he did sound British.

[mrph.livejournal.com]

I think most companies now actively discourage their call centres from lying about that stuff.

It give the tabloids something to rant about if they do get caught fibbing...

[venta.livejournal.com]

Yes, in general I try not to present extraneous information out of turn. However, when someone answers the phone and says "Hello" expectantly, the logical thing to do is to say "Hi, I'm calling because...".

I guess I could say. "Hello. Begin your inquisition." I might try that next time :)

[d-floorlandmine.livejournal.com]

Heh. Could be worth a try.

[wechsler.livejournal.com]

I was always disproportionately bugged by the announcements at Leytonstone Tube; "For an interest in safety, please stand behind the yellow lines."

[venta.livejournal.com]

Do you stand behind the line ? Have you developed one ?

[shrydar.livejournal.com]

I'd be sorely tempted. But then, I beat people around the ears for typing "here here" all the time..

[onebyone.livejournal.com]

Unless maybe sheepdogs are on email these days.

[(Anonymous)]

Call centres were invented to drive the sane mad. Lloyds Banking Group (new name!)insurance line will not deal with you when you phone them. You have to for them to call you back. WHY????

[onebyone.livejournal.com]

Hmm. When banks call me I sometimes refuse to talk to them until I've called them back ("Hi, this is the Barclaycard suspicious transactions office. I just need to ask you some questions to confirm your identity. Can you give me your name, date of birth, mothers' maiden name and secret code word?". "No. For reasons which should be obvious". "I see your point. Can you call the security line on the back of your card and tell us those things?" "Yes. Yes I can".)

If both sides play the same game, it doesn't really work...

[(Anonymous)]

...the missing word is "wait"

[shrydar.livejournal.com]

Oh, and the song is (of course) Hanging on the Telephone, popularised by Blondie.