Home > call centers, Kahindik-hindik, stupid things at call centers > stupid things heard at philippine call centers – stupid thing #1

stupid things heard at philippine call centers – stupid thing #1

we are starting a new series in this blogs on stupid things heard at philipine call centers. it’s a good time to star this series as we read in the news the philippines has overtaken india as the call center of the world.

Stupid Thing #1:

just recently, i forgot my credit card in a makati restuarant.  i found out my credit card wasn’t with me in the evening while i used the credit card during lunch. we immediately called the BPI credit card call center (89-100) to ask if there are unauthorized charges made on my credit card and to cancel the credit card to block any unauthorized charges.

a male call center agent answered my call. first thing i told the agent was i had forgotten my credit card in a restaurant and i want to know if charges were made and i want the card cancelled.

first question asked by the call center agent : “sir, what is the credit card number of your card?”

my reply:  “er, i lost my credit card, i don’t have it with me – how will i know my credit card number?”

grrrrrrr. i thought that was a really stupid question to ask.

  1. mackymack
    January 3, 2011 at 1:57 pm

    First of all credit cards are a sure way to waste money. Second of all you’re supposed to AT LEAST write down your credit card number.

    The call center agent was not being stupid. YOU WERE.

    • January 3, 2011 at 2:16 pm

      a customer calls customer service to report a lost card and the customer is asked what the card number is? it is a dumb question. a lost card means the card number went with it. it is not as if the call center agent has no other recourse to get the account details of the customer. as in the example here, the name of the card holder was asked and the account details were seen by the agent.

      call center agents are trained too much to follow scripts and hardly trained to use their brains.

  2. xyz123
    January 3, 2011 at 8:31 pm

    mackymack :

    First of all credit cards are a sure way to waste money. Second of all you’re supposed to AT LEAST write down your credit card number.

    The call center agent was not being stupid. YOU WERE.

    why would the call center agent ask a question that for sure the cardholder will not be able to answer? it is plain and simple logic – when you lose your credit card, you will not be able to give the card number.

    the call center agent on the other hand has all the information he needs on his computer. all of these computers store numbers, names, addresses, personal info and credit history at a click of the mouse.

  3. xyz123
    January 3, 2011 at 8:32 pm

    BPOs should change their training programs – they should include training the agents to use their brains and common sense not just the ability to follow scripts.

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