Wednesday, 19 January 2011
We called while you were out....!
If it is a workman then they give you the telephonic equivalent of 'halfway up Ben Nevis' or a CTI (Computer Telephony Integration system where you are asked to make a choice from a series of options, none of which involve talking to another live human until you are hopelessly lost in a maze worthy of King Minos and slump sobbing in a corner waiting the sound of hooves and snuffling.
People ask "How is this done?" and "Why?".
Here, like the answer book section of Lenny Henry and his "Magicians" show, we reveal the technique and reasoning.
How do they do it?
Why do they do it?
Ah, yes, the puzzling part, but that's because you are looking at it from a "Customer" perspective or even an "Employer" perspective!!
Now put yourself in the position of a worker who is paid on the basis of x customer calls or deliveries a day and where if a customer call just takes the time driving to it you can do x+y visits. Therefore either gaining extra bonus for more calls, even abortive ones or for callbacks and of course it is always the customer's fault as they were not in were they??
Of course from time to time nowadays with more and more personal webcams etc it is possible to "prove" that when a person said they called the householder was actually there but who would take "proving" that to any length?