Answer.co.uk How Rude!

[Paul Norman]

It is always sad to read these disputes playing out in public - but, of course, I respect JAM's right to defend themselves, and also respect their honesty in fessing up to an error of judgement. So we know this - JAM are not perfect. Neither are we, of course.

I have used JAM as a call overflow service for quite a while. Our volumes of overflow are tiny, so we are a fairly unimportant customer to them financially. We never, however, feel like that, and are happy with the arrangement with them.

Why am I saying this? Just to add another positive anecdote into the pot for them!

 

[Jimbo Jambo]

Maybe you should give the individual customer the option of accepting sales calls or not. For example if I didnt want sales calls off a directory company offering there services 3 times a day at £1 a pop, then a message can be displayed to the operator not to accept sales calls. That way your giving your customers the choice, and not making a blanket decision that everyone will have sales calls accepted, just because you think your customers may want it that way. everyones happy.

The problem though is you are then asking the operator to make a decision what is a sales call - after Much research from our senior operators a while ago we decided that it would be too risky to go down this route as it isn't always so obvious. That said we can and often do put a note on the screen aimed at a particular caller at the clients request which I think is your point above.

 

[paddy84]

The problem though is you are then asking the operator to make a decision what is a sales call - after Much research from our senior operators a while ago we decided that it would be too risky to go down this route as it isn't always so obvious. That said wen can and often do put a note on the screen aimed at a particular caller at the clients request which I think is your point above.

I can understand the difficulty in this, but lets say for instance, you put a note on someones account saying do not accept calls from, for example yell, thompson and the odd seo company then would the caller still be charged for the calls, because they would still need to be answered to determine the caller ID?

 

[Jimbo Jambo]

I can understand the difficulty in this, but lets say for instance, you put a note on someones account saying do not accept calls from, for example yell, thompson and the odd seo company then would the caller still be charged for the calls, because they would still need to be answered to determine the caller ID?

The standard in this instance is if a client asks for calls from say yell to not be accepted we would put a special note on the screen for the operator to ask this company not to call again and we would abandon (not charge) for the call - we would also point the client in the direction of TPS to help reduce these types of calls further.

 

[MikeBzr]

I've been a customer of JAM for almost 2 years, no doubt much smaller than many of their other clients but at no point have I been made to feel that way. Never had anything other than a positive experience and have had a raft of fantastic feedback from clients whose calls have been handled by JAM.

With regard the original post, first of all James was upfront and honest about the fact they charge for sales calls, and was willing to offer an explanation as to why. Surely the fact that they were upfront about this, didn't try to skirt around the issue or mislead you, he offered an explanation, you rebuffed it (and your overuse of the word "politely" to describe your manner on the phone makes me suspect you were anything but). Should James have, through gritted teeth, thanked you for your interest and wished you a pleasant afternoon? Sure, and he's apologised for not doing so, is that reason enough to start a forum post slating them?

The result, of course, is a thread in which all of the ills of the call answering industry end up being associated with JAM for no good reason other than you not being keen on how they handled your enquiry.

 

[mkgreenfield]

No I don't agree a smart boss employees good people and uses them to full advantage.

The people p in the 7ps of marketing goes on about that exact thing.

If he is naturally blunt then that is how he is so he has done the correct thing.
Employ a manager who is very good on the phone...

Delegation...

Blunt is one thing, but you described him as rude.

If his staff witness him slamming the phone down on prospective customers, what message does that give to them?

Of course employ great people and delegate to those who have the skills you don't, but you still need to get the basics right yourself or they will lose respect for you very quickly,

 

[Jimbo Jambo]

Blunt is one thing, but you described him as rude.

If his staff witness him slamming the phone down on prospective customers, what message does that give to them?

Of course employ great people and delegate to those who have the skills you don't, but you still need to get the basics right yourself or they will lose respect for you very quickly,

Have we met out of interest? You seem to be making quite a judgement on me based on one comment

 

[arcon5]

Understood although the OP felt it necessary to try and tarnish our company name (based on my 2 seconds of madness to be fair) - I think it only right we defend our company name

Doesn't seem to me ops trying to tarnish your company, but venting his frustration at receiving bad service -- which is fair enough.

Although the fact that you've come on here, held your hands up and admitted you was wrong is spot on.

 

[Dave Kinnel]

Do you people really need to do this in public?
No-one is that interested in your petty squabbles.

Oh I don't know

 

[andav]

Answer.co.uk is a top notch service in my experience. Keep up the GREAT work!

 

[firstmarket]

Answer.co.uk is a top notch service in my experience. Keep up the GREAT work!

I think they should be congratulated for the way they've handled this thread.

In today's society people are very quick to voice dissatisfaction via the web but often not so quick to give praise. Judging by the amount of people in this thread who have taken the time to voice a positive report of them it is perhaps testament to their professionalism.

 

[Rydalcommunications]

I cant believe the OP has gone out of his way to start this thread.

if you dont like it move on.........?