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!