• Home
  • About
  • Contact Me

Mutterings for the Minority

  • Cycling
  • Running
  • Sport
  • Life
  • Travel
  • Technology
  • Random
  • Family
  • Shopping
You are here: Home / Uncategorized / Your call is in a queue

Your call is in a queue

September 20, 2006

I paid (quite literally) a visit to the Lloyds TSB call centre in Newport today for a general heads-up on their call centre operation, purely for work purposes of course (as I’d be damned if I’d have bothered otherwise!).

It was a relatively interesting experience and for those who operate in such circles an interesting insight into the way they utilise their IVR (Interactive Voice Response) system. It might come as a shock to some of you as to how they operate such a system and the ‘preferential’ treatment some of their customers get whilst in the call queue (or not as the case may be!).

Basically if you fall into the ‘loyal’ (i.e. spend money with us) category, you won’t have to wait long to get through to a CSA (Customer Service Agent) – whereas if you fall into the ‘non-customer’ bracket you’ll be guarenteed a lengthy weight (and no doubt end up at their Mumbai call centre). Shocking really, but hey “that’s business” as they say in Lloyds TSB. I’m sure that they’re not alone in this manner of working, in fact I know they aren’t as T-Mobile offer an almost identical system.

On a totally different subject, I’ve started to experiment with the use of Technorati tags and am using a tidy little application from ‘The Gospel According to Rhys‘ – another cool Welshman – to generate the tag code for me as I’m a lazy bones!

Technorati Tags: interactive voice response, call centre, newport, customer service agent, lloyds tsb

Filed Under: Uncategorized

About Duncan Thomas

A father of two and husband to one. Loves to cycle and run badly. Wannabe writer and photographer. Lifelong Swansea City and Wales football fan. Always look forward and never look back.

Comments

  1. Rhys says

    September 21, 2006 at 12:16 pm

    Thanks! I have no problem with you linking to me, the more the merrier!

    Glad you like it!

Keep in Touch

  • Instagram
  • Twitter

What are you looking for?

Recent Posts

  • Big Garden Birdwatch 2021
  • My 365 Photo Challenge for 2021
  • Anker USB-C to Ethernet Adapter Review
  • Night time lightning show
  • A male Bullfinch

Popular Tags

AFC Bournemouth Affiliate Window Arsenal Aston Villa Birds Birmingham City Blackpool Brecon Beacons British Heart Foundation Cakes Carlisle United Charity Chelsea Children in Need Competition Crystal Palace Cycling Derby County Father's Day Football Gillingham Golf Google Interviews Manchester United Newcastle United Ospreys Parkinsons Pembrokeshire Plymouth Argyle Pontardawe Premier League Reviews Rugby Running Sheffield United Sport Relief Sunderland Swansea City Technology Trebanos Watford

Cookies and Privacy

Copyright © 2005-2021 Mutterings for the Minority