Call Centre Staff
From dealing with 112 Call Centre Staff (CSO) at Australian Super Pty Ltd (ASPL) over a 6 day period I can seriously say that it would be cheaper for ASPL to install robot technology to deal with members as the majority of them are just human robots.
Repeating the same thing over and over regardless of the question you ask, answers that have nothing to do with what you have asked, and more often answer a question with another question.
There seems to be an issue with Privacy Act with the majority of the CSO's Immediately asking:
"Can I have your Full Name, Date Of Birth, and Postal Address Please etc..."
The above is a breach of The Privacy ACT, as you DO NOT need to ID yourself if you are not going to ask anything related to your account details.
The majority of the CSO's still will not answer any questions regardless of what is being asked with out you IDing yourself if you refuse and eventually they hang up on you.
The same if you want to talk to a Supervisor/Team Leader flat out refuse to transfer you, extremely rare to talk to a Supervisor/Team Leader. If you get to talk to a Supervisor/Team Leader they have no power to do anything other than escalate your call to someone via email and wait 30 days for a reply.
From our research we can say the following.
- CSO's can not call anyone, they can only email a Supervisor/Team Leader
- Supervisor/Team Leader can not call anyone, only email.
- Call Back's do not occur because Call Centre can not make outbound calls
- No internal phone directory
For those who have worked or managed a call centre I can hear you all saying:
- That's not a Call Centre, it's a message taking service
- A Call Centre who can't make calls?