Nowadays it become a fashion for every big industries especially telecom to outsource the work to BPO sector. A new kind of call centre culture is emerging. People are finding it difficult to get a satisfactory answer/ solve the problem through call centre. It is a quite time consuming process. For e.g. if you try to reach out your MTNL Dolphin Customer Care No. 1503, it take atleast 6 times to attend a call. It is a lengthy process to reach the call centre. Other problem is that they are not properly equipped with sufficient information about the product/ services with latest update. It always becomes a referring centre. Recently I tried to inform the customer care centre of Dolphin. To reach the call centre employee, it takes more than 5 minutes, after that when I told to register my name in Do not call registry to avoid unwanted calls. The person attending the phone first of all try to discourage me and told to do SMS. Then I try to tell him that there is a provision that service provider should compulsorily register complaint of their customer by taking complaint over phone. I try to point out the remarks made by TRAI chairman on a TV channel stating that all service providers must register their complaint either by phone or SMS etc. He then told me that to wait one minute. After that I waited further 8 minutes, from the other end there is no response.
There are many such complaint, I am quite unsatisfied with the service provider like MTNL Dolphin service like no network, call drop, lack of voice clarity, cut off voice, difficult to make call due to low network, incoming problem etc.
In general case, people are less satisfied with the response available from call centre. The bad advantage of call centres is that you have to wait long time to reach the operator concerned, frequent changes in operators, not equipped with sufficient information with latest update, lack of knowledge about the product/ schemes etc. For many services, need physically present at the door of service provider/ respective companies, lack of commitment after sales/services, most of the customer service centre became a referring service than solving the problems, whether it for billing, network service and any other service.
I have an internet connectioin of Tata Telecom (Maharashtra) Ltd. I witness frequent disruption and I have to call their customer care centre for activation and deficiency of services. On the other end, we always get vague response and late response atleast take 10 minutes. That means I have to lose atleast Rs.10/- on my mobile per call. This is the situation if you call to MTNL or any other. People are facing such problem on regular basis.
On the government side, some proper guidelines should be given to the companies and call centres and need to reduce gap between consumers and companies.
There is an illusion created in the media about Call centre, which is not matching with the ground reality. A direct access is denied because all calls are routed through call centres. It seems an easy escape for the companies. But the companies cannot assess the requirement of consumers, their problems with the product/ services etc. The companies fail to understand what is going on in the market with update record. Companies need a second thought considering the growing dissatisfaction among the consumers. In