Monday, March 10, 2014

9 to 5 Customer Service Departments

Why do some customer service departments constantly call me to resolve issues between 9-5 on Mondays to Fridays when I'm at work, yet people who really want to reach me (collections departments, survey companies, etc) have known for forty-plus years that you call people at dinner time when they're more likely to be around the phone.

What can we deduce from this?  We can deduce the priorities of the caller.  

If someone is working with success based on metrics based (dollar amounts, numbers of surveys filled, etc) then they align themselves with this goal of actually reaching the customer, but if a bank for example has a customer service department that only calls you during business hours, we can deduce that resolving the customer issue isn't the priority.  

Instead, something else is the priority and it puts the department at a discord with its customers, because the customer service department has a "higher priority" that forces it to operate on the 9 to 5 working hours of other more important dependancies than the resolution of it's customers issues.