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I can understand some of the frustration here. In the store, we have a series of abut 12 outside phone numbers that connect you to various departments. One of those "local" numbers connected you to a call center in Indiana. Why do we have a call center? No friggin' clue. It is random and I've even gotten it a few times. They can "look up" products by description so this leads to some headaches.
2 weeks ago, someone wanted a Scooby-doo house. I work in toys and I haven't seen Scooby Doo since Christmas. So I tell her we don't have it and she snaps at me. I walk over to where it is supposed to be and sure enough, we don't have anything there besides Thomas the Train and Disney's knock off. So I look down the action figures. Nope.
She becomes mad because the person even gave her a price. I ask her if she is sure she called the store and not the call center. She is sure (but I am not entirely sure if the call center identifies themselves). She did tell me they looked it up in the computer. Now, we lowly associates cannot do searches by names, brands, or item descriptions. Only item codes and UPCs. So she is frustrated because we don't have it even though we sell it for 14 dollars supposedly (it sounds like a clearance price to me.)
2nd issue is this electronic poker game. We sell it for 5.99 and the call center mistook it and told the customer it was a poker set. The poker chip sets are about 14.99+. So she was upset that the call center guy was wrong.
I really wish we could get rid of the call center. I have no idea exactly what they are meant to do as we still get outside phone calls and our direct lines are published in the yellow pages.
2 weeks ago, someone wanted a Scooby-doo house. I work in toys and I haven't seen Scooby Doo since Christmas. So I tell her we don't have it and she snaps at me. I walk over to where it is supposed to be and sure enough, we don't have anything there besides Thomas the Train and Disney's knock off. So I look down the action figures. Nope.
She becomes mad because the person even gave her a price. I ask her if she is sure she called the store and not the call center. She is sure (but I am not entirely sure if the call center identifies themselves). She did tell me they looked it up in the computer. Now, we lowly associates cannot do searches by names, brands, or item descriptions. Only item codes and UPCs. So she is frustrated because we don't have it even though we sell it for 14 dollars supposedly (it sounds like a clearance price to me.)
2nd issue is this electronic poker game. We sell it for 5.99 and the call center mistook it and told the customer it was a poker set. The poker chip sets are about 14.99+. So she was upset that the call center guy was wrong.
I really wish we could get rid of the call center. I have no idea exactly what they are meant to do as we still get outside phone calls and our direct lines are published in the yellow pages.
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