My job has me hearing and speaking numbers all day. One thing I have noticed over the years is the way people read off numbers. I am here to say that when you are talking to a representative on the phone, shooting out your phone number, address, account number, and etc at the beginning of the call is not going to make the call go any faster. The system is usually slow, and it can take a minute or two for the screen to even load your information. It is usually best to wait for the representative to ask for this information so you do not have to repeat yourself.
Another thing many people do is read off numbers in pairs. While talking on the phone, when you are saying your credit card number it is better to read it one digit at a time as opposed to saying "twelve, thirty-four.." If there are a bunch of zeroes, people also like to say "four zeroes" which can be confusing because sometimes it can only be heard as "four-zero." To avoid frustration and confusion while talking to representatives on the phone it is best to be clear and concise with your numbers. Before I started working here, I am sure I have been guilty of some of the things I mentioned, but now I try to be more courteous to fellow call center representatives on the phone.
Thank you for sharing of perspective from the call taker's perspective :-) Be clear and concise is a universal advice. It's easier to appreciate the other side once you have experience on the other side ^_^
ReplyDeleteThank you for the tips when speaking to a call representative. Having worked with the public in several capacities, it is easy for them to not consider the several obstacles the employee may need to jump through to accommodate their requests and ensure the best service.
ReplyDeleteI completely understand where you are coming from. When getting information from a client like a social security number sometimes they start rambling off numbers before I even have the page open then I feel bad for having them repeat such sensitive information to me twice.
ReplyDeleteIt's funny that you mention that because I have encountered the same issue in my professional career regarding emails and addresses. My mother works at a call center and she has had the exact same issues you've had.
ReplyDeleteI completely agree with your advice. Most people are not familiar with a call center environment and short on patience when dealing with representatives. Thanks for tip.
ReplyDeleteIt's nice to know how the person on the other side of the phone feels. luckily, I don't think I've done any of these.
ReplyDeleteThank you for the tips from the other side of the call, I agree you should just say it clearly one digit at a time.
ReplyDeleteThat actually makes so much sense. I worked at a call center too but we didn't take peoples numbers or credit card info so I never thought of that.
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