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Call centres

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Cumbrianmale56 Fri 11-Apr-25 16:40:43

How has everyone's recent experience of call centres been? I'm in the process of changing my car and had to ring the call centre that organises my insurance. First issue, I rang the number on the call centre's website and after pressing numerous options was told I'd have to try another number as the number was for accident claims. Tried the other number, loads of options again, then was told I'd come through to the helpline that deals with vans. Luckily the woman could transfer me and I was connected after five minutes to the car insurance helpine. The person on the other end was off hand, abrupt and then told me I couldn't register the car as it wasn't on their database and hung up.
Luckily I tried again after contacting the car dealer and they told me to say I was registering a new car. Young man I got the second time was completely the opposite, was patient and talked me through the procedure and sorted out my insurance in half an hour. A few minutes later as promised, he e mailed me my insurance details and everything wax correct.
A game of two halves then and it shows how some call centre staff can be unelpful and others go out of their way to help you.

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Shinamae Fri 11-Apr-25 16:44:20

I would’ve asked for the name of the person who was rude to you and then reported them..
They probably wouldn’t have given it to you. They probably would’ve hung up but it would be worth a try.

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Cumbrianmale56 Fri 11-Apr-25 18:23:20

Shinamae

I would’ve asked for the name of the person who was rude to you and then reported them..
They probably wouldn’t have given it to you. They probably would’ve hung up but it would be worth a try.

I worked in a call centre for 8 years and it can be stressful and tiring, so I can understand from the staff point of view, but you do need to try and help the customer as much as you can, or refer them to a more experienced member of staff if you are struggling. Thankffully the hassle of changing my insurance won't happen again for 3 years.

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jusnoneed Fri 11-Apr-25 18:31:28

I had to renew my BB last week and called Plusnet. Spoke to a lovely chap from Leeds, he had a strong Yorkshire accent and was pleased I recognized it as he said he often gets asked if he's a Geordie. We chatted about where we lived, he informed me that he had never been to Dorset and was it nice.
Got the new contract sorted in between our chat lol. When we finished he said "bye and thank you for a lovely chat, I have really enjoyed it" and I told him I'd enjoyed talking to him too.

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