Gregory's Server@ct_bergstrom this reminds us of when we used to work at a call center, for a certain car company. You can probably guess which one but it was an 'buy online dealer' with a 7 day return policy.
The problem is... the quality of the cars that were sold were in a word abysmal and while we as cx advocates would suggest people schedule an inspection as a preventative measure, it felt almost intentional that it was very hard to get a car to a mechanic to find out what was wrong before the 7 days was up and there were WAY too many returns lmao.
I know we used to be able to technically provide extensions of 2-4 days which helped but then they were like "if they want to get the car diagnosed they want to keep the car so you can't do that anymore :)"
which was just a super shady way of saying "We're trying to offload trash onto customers sorry!"
and of course to try and stop advocates from getting the information that the cars were fucked we weren't allowed to see when a car was inspected or detailed or see the details OF that inspection anymore which made us almost cry from frustration when someone just wanted to know when the oil was last changed and we weren't allowed to say 'nobody in CX has this information'.
They generally kept a lotta tools out of our hands and put them in Team Lead hands but the problem is that we weren't even allowed to escalate our calls , just a 24-48 hour wait and usually they got told to fuck off by higher ups. It was nearly impossible to get the 'best' agents cause they only handled super specialized cases where the customer is already on social media or gotten a lawyer lmao.
The talkoffs to essentially apologize and deflect after the training told us that people want you to take action was... actually really sad especially as the comapny tried to tighten it's belt and all you could really say is "Sorry, get fucked" (basically.) and with the rampant layoff (totalling 4000 people in a 20k company) it was just. impossible for quality to be maintained.
Basically at the end of the day while this meandered a lot agents got their hands tied almost intentionally and then lied to or told to say vague and misleading things to customers just to get them off the phone and outside of service timeframes so this article very tracks
@Mottie wow. That must have been a really difficult job. Adhesion gosh people trying to make am inhumane system less so, and getting stymied by the system itself.