As someone who has worked in a call center this is an excellent strategy.
-The people answering the phone have zero control over the policy. Don’t yell at them. The job is mostly getting yelled at for stuff you have no control over.
-Call centers have very strict rules about when and why you are allowed to disconnect a call. Being polite and confused absolutely does not qualify. They have to spend that time with you.
-In call centers, call times are strictly monitored. You have goals to get through. Slowing down those times, while being polite, and increasing wait times makes the bosses notice. The bank call center I worked for our call average was supposed to be 2 minutes. When everyone’s average went up because of something happening, management noticed. And did not enjoy it because on slow call days they could let people sign up for “early outs” so you could leave and they didn’t have to pay you. When the phones are slammed and call times up, you have to pay more. You are probably looking at overtime pay for a chunk of staff. Something they really don’t want to do.
-These polite interactions often get taken more seriously than someone screaming. Screaming can get dismissed as “irrational” or something. But “I am a customer and don’t understand this, can you explain it?” And then multiplied by thousands? That gets logged. That gets discussed. That can’t be ignored that a lot of customers are asking for answers.
-It also messes with their money making. Most call reps have a sales goal. They have to try and pitch products to callers. Hard to accomplish that successfully when every caller can’t figure out why they can’t buy stuff through previously ok vendors and also can’t get an answer. Why would I upgrade when I can’t get basic answers?
