Exactly right for the major telecom I used to work at. Plus, us sales agents would often put you on hold for 3-5mins BEFORE sending you to the line you needed to be on. We called it the "penalty box" for the customers that would say "I know I'm at the wrong department but I couldn't get through. Can you transfer me to billing?"
I sure can, but I'm going to put you on hold and go get a cup of coffee before I do send you. I'll also note that you didn't verify your account correctly to make you go through extra verification when you do eventually get where you're going.
You hurt my sales metrics, which affects my commission, so I'm going to make your call take 10 minutes longer than it would if you had just cooperated instead of trying to skip the line.
Sometimes accounts had grandfathered in discounts or should have been disconnected but were given a courtesy extension. You can bet those will be removed as well to "correct" your account.
Don't mess with people's money, especially when they're only getting $15/hr + commission
farfromfine t1_jdr0ubc wrote
Reply to comment by RussellZoloft in LPT: If you call a company to speak to customer service but the automated menu won't let you talk to a real person, say "Upgrade my account" instead of "Refund" or "Cancel," when the automated menu asks you to state why you're calling. You will immediately be transferred to a real person by BigSpoonFullOfSnark
Exactly right for the major telecom I used to work at. Plus, us sales agents would often put you on hold for 3-5mins BEFORE sending you to the line you needed to be on. We called it the "penalty box" for the customers that would say "I know I'm at the wrong department but I couldn't get through. Can you transfer me to billing?"
I sure can, but I'm going to put you on hold and go get a cup of coffee before I do send you. I'll also note that you didn't verify your account correctly to make you go through extra verification when you do eventually get where you're going.
You hurt my sales metrics, which affects my commission, so I'm going to make your call take 10 minutes longer than it would if you had just cooperated instead of trying to skip the line.
Sometimes accounts had grandfathered in discounts or should have been disconnected but were given a courtesy extension. You can bet those will be removed as well to "correct" your account.
Don't mess with people's money, especially when they're only getting $15/hr + commission