Hollard’s call centre that doesn’t really handle calls

Hollard Pay as You Drive.pngMy wife has a fascinating and highly entertaining story about her experiences with Hollard after I was involved in an accident in her car recently. I don’t want to steal her thunder (it is a really entertaining story) but this is the highlight for me:

“Its a call centre and as such its very difficult to get hold of a claim agent, but I will send him a message”

In case you are wondering, this is more or less what the call centre agent told my wife after being on hold for a long time. Basically, the people who are supposed to take calls through the call centre are really busy and are not actually taking calls. Instead some low level flunkies are answering the phone and purporting to take some sort of message which may or may not be forwarded to the person concerned. Maybe.

WTF?

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April 26th, 2007 in Don't be evil, Marketing, Telecoms

Viewing 2 Comments

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    Hi Stacey

    Thanks for your comment. One of your call centre agents did call my wife about an hour ago or so and it looks like the matter is going to be resolved.

    I am impressed that you are responding to this issue here. This is a good space to be in and one which should get you some good exposure going forward.
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    How awful - what a dreadful experience with Hollard and I am embarressed that we have treated you this way.

    My sincere apologies and I have raised this matter with all the powers that be at Hollard, who should be springing into action. I'm told they are trying to contact Gina as I write.



    Should you still have no resolution to our service and your claim, please don't hesitate to contact me personally via my email address or direct line 011 351 5071.



    Thanks for writing about this - it is good to hear about these issues so that we can get it right!



    Sincerely

    Stacey Luckin

    Brand Manager

    Hollard Pay As You Drive
 

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  • Hollard is listening at Wired Gecko

    5 May 2007 at 5:44 pm

    [...] published a post about Hollard’s call centre that wasn’t really a call centre a little while ago. It turns ...

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