First of all I don't mean to undermine all the hard work contact center managers go through to ensure that their agents are polite, responsive and efficient. It's tough work to train and retain good people. And there are always those SLAs that need to be met.
Having said that I had two marvelous experiences within days of eachother with call center agents. My favorite? A gum smacking tough talking lady with Chase, no kidding! I had a question on my account and could hear the gum crunching and popping, although in fairness she did try to hide it. She also did the following:
1) Solved my problem
2) Didn't "ma'am" me over and over again
3) Didn't keep thanking me for each piece of information I gave her
4) Didn't keep saying "I understand" over and over again
I know her "talk time" metric window was probably turning red and I'd probably have had a fit if I was her supervisor! Still I found myself ending that call with a smile on my face and a hankering for a nice piece of Bazooka bubble gum..
Oh, the other experience, equally delightful. A down home lady from Citicard, sounded like one of my cousins in Nebraska. It so happened that I was paying off a card and closing it out, never something they want to hear. She wooed me, cajoled me to stay, told me I hadn't used all my rewards credits, all in such a down home, mashed-potatoes-with-gravy way, I felt like I was about to let my best friend down! Okay, she didn't save my account, but I had to give her points for trying.
Have you talked with a "real human agent" recently? Would love to hear your stories.
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