Call Centre "...we are experiencing high call volumes..."
At my workplace: when we are "experiencing high call volumes" / issues, everyone in the company pulls together to answer calls and attend to customer requirements. Our clients (and potential clients) are TRULY VALUED and treated with respect. We will NEVER let them reach an answering service where they are informed "we are experiencing high call volumes" and keep them holding the line... or seemingly hoping they seek advice elsewhere.
It will only relate that we are *********** at running our business and uncaring towards our customers. That is exactly how I feel about calling your Customer Care Call Centre!
Every time I phone (which is very seldom) - I always have to listen to "...we are currently experiencing high call volumes...". This constant "tune" is getting very old, very quickly.
Again tonight @ 18:22, I was waiting for someone to answer my call. I patiently held the line for 7 mins and 12 seconds. I ended the call as the waiting time is just ridiculous. If you offer an after-hours service, you should offer a capable, professional service to your paying and potential clients.
I am seemingly paying for a service which you dismally fail to provide. Do you value your customers? If so, your Call Centre services does not reflect this.
Helpful (0)
Replies (3)0
Replies (3)'s updateReviewer Update
08 Sept 2022, 21:19...and just to assist you a bit with your "high call volumes" / backlogs / inefficient services...
I'm pretty sure I'll receive the following message from you, as per your usual copy-and-paste responses to posts here:
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Dear Customer, Thank you for making us aware of your complaint. Kindly be advised that a consultant will make contact with you in due course to assist with your query. ***Please note*** Beware of phishing ****s. Vodacom will not contact you via Whatsapp to request your personal details Regards, Vodacom Consumer Website Team
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Spare me the "copy and paste" response. At this stage I am not interested in a "someone will contact you" message. The damages have been done over and over. I'm sick of it.
All I request is an efficient Customer Care Call Centre service. The poor service delivery is clearly a problem on your side. I kindly request that you direct communications towards YOUR Managers / Directors - there lies the root of the problems.
Best wishes.
I'm pretty sure I'll receive the following message from you, as per your usual copy-and-paste responses to posts here:
------------------------------------------------------
Dear Customer, Thank you for making us aware of your complaint. Kindly be advised that a consultant will make contact with you in due course to assist with your query. ***Please note*** Beware of phishing ****s. Vodacom will not contact you via Whatsapp to request your personal details Regards, Vodacom Consumer Website Team
------------------------------------------------------
Spare me the "copy and paste" response. At this stage I am not interested in a "someone will contact you" message. The damages have been done over and over. I'm sick of it.
All I request is an efficient Customer Care Call Centre service. The poor service delivery is clearly a problem on your side. I kindly request that you direct communications towards YOUR Managers / Directors - there lies the root of the problems.
Best wishes.
's update08 Sept 2022, 21:19
Reviewer Update
...and just to assist you a bit with your "high call volumes" / backlogs / inefficient services...
I'm pretty sure I'll receive the following message from you, as per your usual copy-and-paste responses to posts here:
------------------------------------------------------
Dear Customer, Thank you for making us aware of your complaint. Kindly be advised that a consultant will make contact with you in due course to assist with your query. ***Please note*** Beware of phishing ****s. Vodacom will not contact you via Whatsapp to request your personal details Regards, Vodacom Consumer Website Team
------------------------------------------------------
Spare me the "copy and paste" response. At this stage I am not interested in a "someone will contact you" message. The damages have been done over and over. I'm sick of it.
All I request is an efficient Customer Care Call Centre service. The poor service delivery is clearly a problem on your side. I kindly request that you direct communications towards YOUR Managers / Directors - there lies the root of the problems.
Best wishes.
I'm pretty sure I'll receive the following message from you, as per your usual copy-and-paste responses to posts here:
------------------------------------------------------
Dear Customer, Thank you for making us aware of your complaint. Kindly be advised that a consultant will make contact with you in due course to assist with your query. ***Please note*** Beware of phishing ****s. Vodacom will not contact you via Whatsapp to request your personal details Regards, Vodacom Consumer Website Team
------------------------------------------------------
Spare me the "copy and paste" response. At this stage I am not interested in a "someone will contact you" message. The damages have been done over and over. I'm sick of it.
All I request is an efficient Customer Care Call Centre service. The poor service delivery is clearly a problem on your side. I kindly request that you direct communications towards YOUR Managers / Directors - there lies the root of the problems.
Best wishes.
Vodacom's replyOfficial
09 Sept 2022, 08:16 Dear Customer, Thank you for making us aware of your complaint. Kindly be advised that a consultant will make contact with you in due course to assist with your query. ***Please note*** Beware of phishing ****s. Vodacom will not contact you via Whatsapp to request your personal details Regards, Vodacom Consumer Website Team
Vodacom's reply09 Sept 2022, 08:16
Official
Dear Customer, Thank you for making us aware of your complaint. Kindly be advised that a consultant will make contact with you in due course to assist with your query. ***Please note*** Beware of phishing ****s. Vodacom will not contact you via Whatsapp to request your personal details Regards, Vodacom Consumer Website Team
's updateReviewer Update
13 Sept 2022, 21:26After I requested not a "copy and paste" request, you still deem it fit to send me such?!? At 08:16 on 9 Sept. you stated "Kindly be advised that a consultant will make contact with you in due course to assist with your query". It's now nearly the end of 13 Sept and I am STILL waiting for a consultant to contact me via phone or e-mail or sms or some kind of "smoke signal"...
Your silence speak volumes of your lack of "customer care".
On a brighter note, I AGAIN phoned 083 135 on 9 Sept. I was really delighted that my calls were answered very quickly - within a minute both times. I believe it the first time ever that I was not kept holding the line and hoping someone would pick up soon. That was great service - Thank you.
My issue was not being able to transfer excess data (which expired 12 Sept) to someone else. I kept getting an error via *135# and *111#. Error message every time stated:
AN ERROR OCCURED, PLEASE TRY AGAIN LATER.
My call on 9 Sept was made at 18:27. I ended up in a call with no one on the other end. I ended the call. At 18:29, VINCENT called me back from +***. He said I must AGAIN restart my phone to see if this would solve my issue with transfering data via *135# / *111#. He said he would phone me back in 30 mins to hear whether it worked. He stated that if that did not work, he would then reset the connection to my phone from your (Vodacom) side.
After I restarted my phone after my call with VINCENT, I tried to transfer data again. I received the same error again. Again after 19:00 I phoned 083 135. CHARLOTTE answered and informed me that it is not possible to transfer my call to Vincent. So AGAIN I had to tell my elaborate issue to someone new. (She truly peppered me with security questions - way more than Vincent - which is good 👍). She informed me that not Vincent (nor anyone else in the Call Centre) is authorised to make such reconnections / resets to my phone as there are potential damages to sim cards which may result in me having to go to a Vodacom shop to get it sorted. She said only the "back office" is allowed to make such resets / reconnections. She said that Vincent gave me incorrect information. She added that load-shedding could be an issue (with areas / towers being affected) and that there is no error showing on her side that *135# is not working. I must wait up to 24 hours and try again. I could however try again after an hour or more - it may work then. Again load shedding may be the issue. She also said that she could not check the error on her side since I am phoning from the number where the issue is occuring. She asked whether I have an alternative number from which to phone her. I said no, because I don't have an alternative phone number after hours. Thus she could not assist further.
20:42 VINCENT phoned me back. He said he will escalate problem. He could see on his phone, that he also received the same error (without me having to have an alternative phone number). He advised that I should try again tomorrow. He did not confirm or deny what CHARLOTTE said regarding being allowed to reset the connection to my phone. He also said that perhaps no-one has yet reported an issue regarding this before and that is why Charlotte saw no issue on your side.
So after several communications back and forth and unnecessary waste of time on both our ends - I received several very different feedbacks and not any closer to a solution.
In the meantime, I just wasted my time and money to contact Vodacom for any sort of solution. Your Customer Service is TRULY DISMAL!
Your silence speak volumes of your lack of "customer care".
On a brighter note, I AGAIN phoned 083 135 on 9 Sept. I was really delighted that my calls were answered very quickly - within a minute both times. I believe it the first time ever that I was not kept holding the line and hoping someone would pick up soon. That was great service - Thank you.
My issue was not being able to transfer excess data (which expired 12 Sept) to someone else. I kept getting an error via *135# and *111#. Error message every time stated:
AN ERROR OCCURED, PLEASE TRY AGAIN LATER.
My call on 9 Sept was made at 18:27. I ended up in a call with no one on the other end. I ended the call. At 18:29, VINCENT called me back from +***. He said I must AGAIN restart my phone to see if this would solve my issue with transfering data via *135# / *111#. He said he would phone me back in 30 mins to hear whether it worked. He stated that if that did not work, he would then reset the connection to my phone from your (Vodacom) side.
After I restarted my phone after my call with VINCENT, I tried to transfer data again. I received the same error again. Again after 19:00 I phoned 083 135. CHARLOTTE answered and informed me that it is not possible to transfer my call to Vincent. So AGAIN I had to tell my elaborate issue to someone new. (She truly peppered me with security questions - way more than Vincent - which is good 👍). She informed me that not Vincent (nor anyone else in the Call Centre) is authorised to make such reconnections / resets to my phone as there are potential damages to sim cards which may result in me having to go to a Vodacom shop to get it sorted. She said only the "back office" is allowed to make such resets / reconnections. She said that Vincent gave me incorrect information. She added that load-shedding could be an issue (with areas / towers being affected) and that there is no error showing on her side that *135# is not working. I must wait up to 24 hours and try again. I could however try again after an hour or more - it may work then. Again load shedding may be the issue. She also said that she could not check the error on her side since I am phoning from the number where the issue is occuring. She asked whether I have an alternative number from which to phone her. I said no, because I don't have an alternative phone number after hours. Thus she could not assist further.
20:42 VINCENT phoned me back. He said he will escalate problem. He could see on his phone, that he also received the same error (without me having to have an alternative phone number). He advised that I should try again tomorrow. He did not confirm or deny what CHARLOTTE said regarding being allowed to reset the connection to my phone. He also said that perhaps no-one has yet reported an issue regarding this before and that is why Charlotte saw no issue on your side.
So after several communications back and forth and unnecessary waste of time on both our ends - I received several very different feedbacks and not any closer to a solution.
In the meantime, I just wasted my time and money to contact Vodacom for any sort of solution. Your Customer Service is TRULY DISMAL!
's update13 Sept 2022, 21:26
Reviewer Update
After I requested not a "copy and paste" request, you still deem it fit to send me such?!? At 08:16 on 9 Sept. you stated "Kindly be advised that a consultant will make contact with you in due course to assist with your query". It's now nearly the end of 13 Sept and I am STILL waiting for a consultant to contact me via phone or e-mail or sms or some kind of "smoke signal"...
Your silence speak volumes of your lack of "customer care".
On a brighter note, I AGAIN phoned 083 135 on 9 Sept. I was really delighted that my calls were answered very quickly - within a minute both times. I believe it the first time ever that I was not kept holding the line and hoping someone would pick up soon. That was great service - Thank you.
My issue was not being able to transfer excess data (which expired 12 Sept) to someone else. I kept getting an error via *135# and *111#. Error message every time stated:
AN ERROR OCCURED, PLEASE TRY AGAIN LATER.
My call on 9 Sept was made at 18:27. I ended up in a call with no one on the other end. I ended the call. At 18:29, VINCENT called me back from +***. He said I must AGAIN restart my phone to see if this would solve my issue with transfering data via *135# / *111#. He said he would phone me back in 30 mins to hear whether it worked. He stated that if that did not work, he would then reset the connection to my phone from your (Vodacom) side.
After I restarted my phone after my call with VINCENT, I tried to transfer data again. I received the same error again. Again after 19:00 I phoned 083 135. CHARLOTTE answered and informed me that it is not possible to transfer my call to Vincent. So AGAIN I had to tell my elaborate issue to someone new. (She truly peppered me with security questions - way more than Vincent - which is good 👍). She informed me that not Vincent (nor anyone else in the Call Centre) is authorised to make such reconnections / resets to my phone as there are potential damages to sim cards which may result in me having to go to a Vodacom shop to get it sorted. She said only the "back office" is allowed to make such resets / reconnections. She said that Vincent gave me incorrect information. She added that load-shedding could be an issue (with areas / towers being affected) and that there is no error showing on her side that *135# is not working. I must wait up to 24 hours and try again. I could however try again after an hour or more - it may work then. Again load shedding may be the issue. She also said that she could not check the error on her side since I am phoning from the number where the issue is occuring. She asked whether I have an alternative number from which to phone her. I said no, because I don't have an alternative phone number after hours. Thus she could not assist further.
20:42 VINCENT phoned me back. He said he will escalate problem. He could see on his phone, that he also received the same error (without me having to have an alternative phone number). He advised that I should try again tomorrow. He did not confirm or deny what CHARLOTTE said regarding being allowed to reset the connection to my phone. He also said that perhaps no-one has yet reported an issue regarding this before and that is why Charlotte saw no issue on your side.
So after several communications back and forth and unnecessary waste of time on both our ends - I received several very different feedbacks and not any closer to a solution.
In the meantime, I just wasted my time and money to contact Vodacom for any sort of solution. Your Customer Service is TRULY DISMAL!
Your silence speak volumes of your lack of "customer care".
On a brighter note, I AGAIN phoned 083 135 on 9 Sept. I was really delighted that my calls were answered very quickly - within a minute both times. I believe it the first time ever that I was not kept holding the line and hoping someone would pick up soon. That was great service - Thank you.
My issue was not being able to transfer excess data (which expired 12 Sept) to someone else. I kept getting an error via *135# and *111#. Error message every time stated:
AN ERROR OCCURED, PLEASE TRY AGAIN LATER.
My call on 9 Sept was made at 18:27. I ended up in a call with no one on the other end. I ended the call. At 18:29, VINCENT called me back from +***. He said I must AGAIN restart my phone to see if this would solve my issue with transfering data via *135# / *111#. He said he would phone me back in 30 mins to hear whether it worked. He stated that if that did not work, he would then reset the connection to my phone from your (Vodacom) side.
After I restarted my phone after my call with VINCENT, I tried to transfer data again. I received the same error again. Again after 19:00 I phoned 083 135. CHARLOTTE answered and informed me that it is not possible to transfer my call to Vincent. So AGAIN I had to tell my elaborate issue to someone new. (She truly peppered me with security questions - way more than Vincent - which is good 👍). She informed me that not Vincent (nor anyone else in the Call Centre) is authorised to make such reconnections / resets to my phone as there are potential damages to sim cards which may result in me having to go to a Vodacom shop to get it sorted. She said only the "back office" is allowed to make such resets / reconnections. She said that Vincent gave me incorrect information. She added that load-shedding could be an issue (with areas / towers being affected) and that there is no error showing on her side that *135# is not working. I must wait up to 24 hours and try again. I could however try again after an hour or more - it may work then. Again load shedding may be the issue. She also said that she could not check the error on her side since I am phoning from the number where the issue is occuring. She asked whether I have an alternative number from which to phone her. I said no, because I don't have an alternative phone number after hours. Thus she could not assist further.
20:42 VINCENT phoned me back. He said he will escalate problem. He could see on his phone, that he also received the same error (without me having to have an alternative phone number). He advised that I should try again tomorrow. He did not confirm or deny what CHARLOTTE said regarding being allowed to reset the connection to my phone. He also said that perhaps no-one has yet reported an issue regarding this before and that is why Charlotte saw no issue on your side.
So after several communications back and forth and unnecessary waste of time on both our ends - I received several very different feedbacks and not any closer to a solution.
In the meantime, I just wasted my time and money to contact Vodacom for any sort of solution. Your Customer Service is TRULY DISMAL!