Yeah I worked at a place that had a policy that was basically “you’re not allowed to escalate the call until the customer asks specifically, twice.” We were more or less told to tell customers things that were very much possible, were not.
There were tons of things I was not allowed to permit but a supervisor could do quite easily. The “supervisor” was just someone who sat right next to me but had slightly more training. So basically it just guaranteed that you were going to get berated several times a day.
Just before I quit I was reprimanded because one day I just decided I’m not going to be an obstacle anymore and I would just transfer anyone who would ask immediately.
I am certain the majority of call centers have policies like this solely for the reason of saving money from customers who refuse to fight with customer service.
Yeah I worked at a place that had a policy that was basically “you’re not allowed to escalate the call until the customer asks specifically, twice.” We were more or less told to tell customers things that were very much possible, were not.
There were tons of things I was not allowed to permit but a supervisor could do quite easily. The “supervisor” was just someone who sat right next to me but had slightly more training. So basically it just guaranteed that you were going to get berated several times a day.
Just before I quit I was reprimanded because one day I just decided I’m not going to be an obstacle anymore and I would just transfer anyone who would ask immediately.
I am certain the majority of call centers have policies like this solely for the reason of saving money from customers who refuse to fight with customer service.