to expect these people to call me back if I get cut off?

[JRmumma]

After going through the rigmarole of 'press one for.....' and trying to get a machine to understand what im saying, to then be placed in a queue for 10 mins in order to get someone out to look at mu washing machine, then answering a million questions, i get cut off at the point where they are looking up the next available appointment.

AIBU to expect them to call me back yo set the date/time? Instead of them expecting me to start the process again?

I think these call centre places only take incoming calls, I don't think the staff can call out IYKWIM.

According to the person i spoke to second time, they can call out 'if it isn't busy'. Also, the first person actually booked me an appt, but if i hadn't called back id never have known about it and gone out!

Any call centres I know of prioritise inbound calls. Management have to achieve targets on service levels and are, ahem, less happy to allow outbound calls if you get cut off its tough tits
Shit all round, no less for the people working there.

Ive no doubt its about the targets etc associated with this type of work environment, but its still not good customer service and she should have been allowed to call me back! I always seem to get cut off on these sorts of calls!

I think you have to approach any dealings with telephone contact centres with the attitude that it's going to be a dreadful experience, then you won't be disappointed!

The problem is the amount of people that say 'My credit's going, can you call you back?'. It easily wastes a minute or two, which is less time that you can devote to other people who just want to sort out their business and leaves them longer in the queue. A minute might not sound a long time but it feels like forever if you are waiting. Yes, if it's quiet you can ring back, but if someone just rings and says 'call me back' and then puts the phone down I can almost guarantee my phone will ring again, and then my priority is that person.

Foslady i was on my land line so deffo didn't run out of credit! It just cut off, not my fault. I think the problem is that they ate not run for the purpose of providing customer service in the sense that i understand it, they operate only to attain targets that don't really demonstrate good service. If you are in the middle of something with someone, then finishing that task should be the priority IMO