drbonbi
11-22-07, 10:07 AM
Based on my recent experiences calling D* multiple times regarding a new install as a returning sub - talking with Cust Retention, Install Support, etc. several times - I can generalize about when to call D* to get the best service. My experience with D* reminded me of the nine years I worked as a Cust Svc Rep for LL Bean at one of its Maine call centers.
One word. Seniority. The longer you are employed at a call center, the more likely you will get the shifts you want. And the more likely the company will put experienced people on at the busiest times. Both interests coincide with daytime, weekday shifts. I called mid-morning on a weekday and got an excellent cust retention staffer. When I complimented her on her competence, she said "Oh, I've been here forever. My husband says I talk about the job in my sleep." Uh-huh. Just the person you want solving your problem. She solved mine quickly and well.
Do not call on holidays, nights, weekends unless you like to talk with someone who may be new on the job. That's not entirely true of course. I worked second shift - 2 to 10 PM - with some outstanding LL Bean cust svc reps for several years. We handled lots of west coast calls where it was still daytime or early evening.
To sum up, do not call on Thanksgiving Day, Christmas or USA only holidays. You are likely to get someone at a call center off shore where these holidays are not celebrated. Or a trainee who couldn't give the shift away.
There are exceptions to every generality. But before you pick up the phone to call D*, think about what day and time it is and whether an experienced rep is likely to be answering the call.
Dana
One word. Seniority. The longer you are employed at a call center, the more likely you will get the shifts you want. And the more likely the company will put experienced people on at the busiest times. Both interests coincide with daytime, weekday shifts. I called mid-morning on a weekday and got an excellent cust retention staffer. When I complimented her on her competence, she said "Oh, I've been here forever. My husband says I talk about the job in my sleep." Uh-huh. Just the person you want solving your problem. She solved mine quickly and well.
Do not call on holidays, nights, weekends unless you like to talk with someone who may be new on the job. That's not entirely true of course. I worked second shift - 2 to 10 PM - with some outstanding LL Bean cust svc reps for several years. We handled lots of west coast calls where it was still daytime or early evening.
To sum up, do not call on Thanksgiving Day, Christmas or USA only holidays. You are likely to get someone at a call center off shore where these holidays are not celebrated. Or a trainee who couldn't give the shift away.
There are exceptions to every generality. But before you pick up the phone to call D*, think about what day and time it is and whether an experienced rep is likely to be answering the call.
Dana