United Utilities

[BERNADETTE]

Lilly Call centre staff are given scripts to use and they have to stick to them or they get into trouble with their manager. The girl you spoke to asked you those questions because she had to not because she wanted to.

And what a ridiculous rule that is, the number of times I had to tell the call centre at Orange that Ian had died was just stupid. They were told when we made the first call that the account holder had died and each time we called subsequent to that they asked to speak to decased account holder. There comes a time when they should be allowed to deviate from the script IMHO.

[MargaretR]

Maybe the script is designed to keep you on the line paying them premium phone rates

[jambutty]

Originally Posted by [email protected]

Maybe the script is designed to keep you on the line paying them premium phone rates

Not really because UU is an 0845 number.

[entwisi]

strangely you would think they would want to answer you as quickly as possible as teh more calls teh advisors can handle means they can employ less staff to service them. Keeping Jambutty on teh line for what was probably 2 or 3 minutes when it would have taken 20 seconds to answer him is actually costing UU money(OK, so in reality it costs us but you know what I'm getting at)

When I worked at Barclaycall teh advisors used to love people who just wanted a balance as they were marked and measured against a "avergae Handling time" and where allowed 180 seconds, some people obviously took longer but then teh balance enquiries took 30 seconds.

[Neil]

Originally Posted by jambutty

Not really because UU is an 0845 number.

They should be banned. I pay to call 0845 even though I get all local and national calls free. I think everyone who gets free calls with there land line will get charged for them but most will not realise it because they usually state they are local rate numbers from anywhere in the UK. All companies should provide a 'normal' phone number as well as an 0845 number.

[claytonender]

If you look on http://www.accringtonweb.com/forum/f...aynoto0870.com you can ususually find 'normal' telephone numbers to use instead of 0845 or 0870 numbers. I have just checked and there are 'normal' telephone numbers listed for United Utilities to use instead of the 0845 number.