02
Nov
08

F@!$#ing Call Centers

I understand the concept of “business hours”. In many cases, it’s prudent and productive to schdule business closings that coincide with demand lulls so that employees can take some time off to recharge their batteries. Customers do learn and appreciate that folks will not be there at regularly scheduled times. That’s one thing. Something completely different occurs when you provide 24/7 service. Here’s a handy little tip: If you are running something like a mobile telephone company, an electric service provider, water utility, etc., your service department should be open 24/7. Really. Anything less is simply not acceptable.

And by the way… sending me to your website to fill out a form that doesn’t work because the HTML code is broken (on IE and Firefox) doesn’t make me happy on a Sunday morning.

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