Thread: Customer Service - Get new complaint number at every instance

Folks,

Have you called up any call centre - whether it is Airtel, Reliance, TataSky, DishTV, your bank, etc.

This will be your usual experience:

a) The option to "Talk to our Customer service Reprentative" will be hidden somewhere deep inside the "menus". This is typically true of bank call centres.

b) You will typically have to wait a long time to get through to the CSE.

c) Every time you call you will get a new complaint number. This is true even if the issue is not new and you called about it an hour ago.

I am particularly pissed off about the last issue. Do you know the reason why you get a new complaint number every time? Because the CSE who takes the call closes the previous issue number with the resolution summary - "Talked to customer again. Issue appears to be different. Assigned a new ticket number; closing this one".

This causes the numbers to inflate. The Data Warehouse report shows that calls were closed within the time limit. Report also shows that a lot of calls are getting handled, tackled and closed - and it shows efficiency.

The call centre knows that you, the customer, are going to call back again if your problem is not resolved in time. I am not saying that they do not do anything about it - most of them do try to address the call, in fact.

But as soon as you call again, you will get a new complaint number. It is highly unlikely that you will end up talking to the same CSE. The new CSE just wipes the slate clean and you begin all over again.

The customer service in india, particularly through phone is still to improve a lot in India, the time taken to reach a person physically varies from 10 minutes and above at the minimum, which is the most frustrating fact, with the ivrs menu being used widely for help which is a bad option. There shd be only two options, either autamated or manual (directly speak with a person)!