Gokul Blog — A conversation on VoIP, IMS, Cisco and Just about Anything

Deeper analysis of VoIP

Contact Center gone wrong?

Posted by tggokul on February 19, 2008

I had a broadband outage this weekend and I called up Bharti Airtel’s customer service. I was met with an IVR which calmly collected all my information. ( Account Number/Problem Description etc). I was pleasantly surprised that I was going to have my problem recorded by the IVR itself and I did not have to go to an agent.

My assumption was that the case would be recorded by the IVR and a complaint would be raised and an complaint id would be smsed to my mobile phone. I couldn’t be happier. That would save me time to talk to an agent. But then the worst happened. After the IVR collected all the details, I was asked to wait in queue to be transferred to an agent. I still thought it was fair enough; maybe the telcos need me to talk to the agent for auditing purposes.

So I wait and I am put on to an agent. The agent asks me the SAME questions the IVR asked. So I ask the agent, I just entered these details in the IVR, don’t you have a screen pop of these. And he says ‘No’. So what is the point of me spending my time on the IVR? So I register my complaint with the Agent on my broadband outage and also registered another complaint that their IVR/ACD integration sucked.

The good guys from Airtel called me the next day and wanted to know what the problem was. I started of asking whether they were employees from Airtel or just some bozo from an outsourced call center. I don’t want to be talking to another agent who has no clue what an IVR/ACD is. So he assures me that he is proficient on these and asked me again what the problem was.

I told how skewed his IVR application was ( Btw, my call was also dropped on the IVR 2-3 times when I was in the queue) and this is not the way an IVR needs to be written and surely not the way an ACD integrates with the IVR. I asked him what was the ACD/IVR they were using and he said Nortel. I asked him to inform his higher ups to move to better platforms 🙂 Maybe Cisco 🙂

If you are an Airtel executive reading this post, make sure that the IVR applications are written well. If you want call completion on IVR to be maximised, atleast give us consumers a chance to complete it. I am never going to access your IVR for bill information. I will do it online. The only reason I will call into your IVR is for complaints, and since you already have menus for that, why can’t you integrate it properly?

I would be more than willing to help you if you get in touch with me.

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One Response to “Contact Center gone wrong?”

  1. A very bad experience indeed…i think the contact centres must give greatest priority to call flow management and quality management which are the basic requirements for customer satisfaction.

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