Today I had to spend a few more quid speaking to a well known embassy to try and sort out the ongoing saga of a travel visa. For those of you unfortunate enough to have to get a visa for America will know how problematic it can be to get good advice. The web site failed to answer my basis questions, the search on the site just lists media articles that are no use or ornament. So, off I go again spending £1.23 a minute plus network charges for the privilege of talking to a call centre operator somewhere on planet earth. The first minute is a sales pitch that you cannot bypass. I had to get to option 4 to get the access I needed, another minute gone; so £2.50 in and I had nothing to show for my efforts.
The query simple really- the travel plans had changed so what needed to happen next. Eventually I got through to a chap, we will call him Jim. I gave him a concise story and asked what needed to happen. He assured me that the visa would be ok and would stay in operation. He even suggested that provided I got into the country before the visa expired that I could stay out on the student visa until the end of my studies. Jim said he wanted to check some more info and would I hold, well what could I say- he had me by the short and curlys really. So, off he went, eventually he came back apologising for the delay. The conversation went on a bit longer and then he said that he needed to speak to a specialist supervisor. Guess what I go on hold and he disappears to get help. Time and money is ticking away, but what can I do… Then he is back and guess whateverything that he has said before is rubbish! He confirms that having taken more advice that in fact the visa will not cover the revised plans and that I will have to start from scratch. The visa that I have set up cannot be cancelled, and I cannot have a refund. Great news! Well at least I ended up getting an answer to my question, and to be honest I was not entirely surprised by the answer. However, the cost of this privilege ran to another 15 quid.
My beef is that the system, like most contact centre operations is flawed: Well at least from the customers view point. This particular contact centre is a licence to print money. Not only do you get charged a significant amount for the visa itself but you have to spend, on my count, an average of £12.50 for the privilege of speaking to someone. I have no idea what the leaders in this system get up to, well I do really, but they certainly do not understand anything about the nature of customer demand in their system. If they did they would have call handlers that were trained to answer calls against an understanding of customer demand. My question was not difficult, and yet Jim had to get help twice at my time and expense! Of course to the call centre manager it’s money in the bank – the longer the call goes on the better. If the supervisor had answered the call I would have got an answer in less that half the time. Good news for me, but not for the business. A crazy world!
I have been using a hotel recently on business and have managed to strike up a good relationship with the local staff. My business priorities changed after I had made a booking locally at the hotel. No worries I thought I will ring them and let them know that I need to change my plans. That’s when the fun started. How hard can it be? Well I was about to find out!
I googled the hotel to find the number and make the call. I hit an IVR system, I thought this is strange – the hotel is not that big and an IVR system seemed a bit over the top. I started musing about the IT salesperson the had flogged them an overly specified system for the purpose. A large bonus would have resulted and you would have not seen him/her for dust. Anyway, back from my day-dream and having chosen the bookings option I was then surprised to hear that I was 5th in the queue! It started to dawn upon me that this was not a call that was going to be answered by the hotel reception, but by a call centre somewhere in the world. To cap it all the message playing advised me that I was being charged 10 p a minute by the hotel for the call and I was still 5th in the queue. At this point I thought stuff it! I put the phone down and emailed the local sales manager at the hotel to make her aware of my experience and to change my booking. She answered first thing the following morning and all was well.
Upon my arrival at the hotel the sales manager immediately apologised for my experience and said that they had no control over the phone calls. The hotel group to which they now belonged had centralised it call handling facility some time ago and that there was nothing that she could officially do. However, she then whispered that I could have the local number for reception which is managed about 20 hours a day and that they would be very happy to help me in future. Of course she was quick to let me know that this was against company policy,and she could be shot for giving the number to me. Shot for doing the right thing!
The conversation then went on to reveal that the centralisation of the booking system causes all sorts of problems for not only the customers, but also to the local staff. She said, Imagine trying to book a conference or a wedding through a call handler somewhere else in the world who does not understand the local hotel, its provisions etc. It causes a lot of problems which have to be sorted out once the hotel become aware of the booking, causing duplication of effort and frustration for the customer who is keen to ensure that their event goes off well. As is always the case the local team pull together and do their best to make sure that the customer gets what they want on a way that best suits their needs, but at what cost to the business and its hard-working employees?
Another classic case of a bunch of suits in an ivory tower somewhere in the world thinking that they can save money by centralising and standardising their approach to customer enquiries. Of course they will be using a bunch of metrics that tell them that the system works wonderfully and probably also helps to justify the decision to invest in the IVR system and call centre operation. If only those guys got out of their tower and came to study and understand the reality of their decision through the yes of the customer and colleagues in the workplace they would understand that all was not what it seemed. Until then I will use the local phone number to sort out my accommodation. However, the obvious frustrations and morale of the staff will continue to suffer along with the reputation and lost business to the hotel and others in the chain until someone is brave enough to wake and realise that this does not make good business sense.
I recently called an embassy to fix an appointment to gain a visa for a relative and it turned into an expense wild goose chase when the agent failed to do their job properly. Firstly, i was surprised to learn when i called the number that i would be charged £1.23 per minute plus my call rate. After all i was already paying over £100 for the privilege of a visa in the first place. A minute in to the IVR message i realised that i needed more documentation that the web site suggested. So i hung up to get the missing information. Then back to the phone i sat through that IVR message to get to the number i needed to set up an appointment. Fixing an appointment took a full ten minutes on the phone. I was then told that an email would be sent to me with the necessary information in it to enable me to undertake the next steps, which must be completed before attending for the appointment. Failure to do this would mean that entrance to the embassy would be refused.
So i waited patiently, and sure enough an email arrived but minus the all important documents that i needed to print off and complete in order to gain entry to the embassy. Imagine my frustration when the email contained no attachments! The catch 22 – you cannot email the embassy you can only ring them on the standard number to get any help. This left only one option spend more money sorting their problem out. So i was forced to repeat the process – call the call centre explain the issue and attempt to get the all important attachments. Back through the IVR i went and eventually spoke to another agent who confirmed that the attachments were missing. She agree to send them to me again. No apology, no hint of sympathy for my inconvenience. 10 minutes and £12 poorer the documents were sent across to me. This time thankfully they arrived.
This is a system that clearly helps to cover its costs by the charging by the minute for its service. The individual agents are not to blame for this shabby approach to meeting customers expectations. The leaders who decided to to industrialse the process made the mistake. Unfortunately as the system is now a licence to print money no one will care. As customers with no choice but to respond to this dumb system we will be forced to continue to put up with poor service. Someone, somewhere clearly thinks that this service gives good value. My advice would be for a senior bod to come out of their bullet proofed glass panels and walk the workflow as a customer from start to finish. Only then could they see the broken system for themselves. As command and control thinkers they might need some help seeing the wood for the trees. Pity really as the average teenager can see what a ridiculas process has been created.
To top it all when you evenly get to enter the embassy in advance of the allotted time you find a line, more a kin to queuing for a pop concert that a business meeting. You then find out that the time given in the original phone, for which we paid £24, does nothing more than place you in the very long queue. In all 2.5 hours was spent in the building mainly sitting around waiting for something to happen. Useful time spent totalled about 10 minutes max during the 2.5 hours. This ‘useful time’ was spent giving in documentation, much of which they already had on their computer system, and answering a couple of questions. The waste , and cost, of human a time runs to many hundred of hours a day. sadly no one cases about what matters to customers anymore we are merely numbers of a screen waiting and waiting……
Apparently we were lucky – it can take up to FIVE hours on some days. Madness!