Revise/Remove Service Charge Warning When Calling 611

  • 5
  • Idea
  • Updated 3 years ago
  • Implemented
Archived and Closed

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Time and time again we get people upset regarding the service charge when calling 611 even though there is no charge in most cases. I propose either:

1. Revising the automated warning to mention that a service charge only applies to things that could've been handled online.


2. Remove the warning altogether and have the agent warn the customer if there will be a charge for their request.

Personally, I like option #2.
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Ivan, Mobile Master

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  • irritated

Posted 3 years ago

  • 5
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One can wish.. haha. But in all seriousness, I hope they do this. We've complained enough. 
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Robert, Mobile Master

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Idea 2 is good but what if he forgets? Will the customer be obliged to pay? The robot never forgets and it's uncontested that he mentioned it to the customer
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Mitchell Palmater

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Idea 1 is already a thing.
I called in for a customer the other day and was told that I would only eb charged for services that can be handled on self serve.
cant remember if the bloke was prepaid or postpaid
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Bernard, Official Rep

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Thanks for the feedback Ivan! We made changes to the recording for sake of greater clarity. While the recording always included a message stating the charge only applied if customers asked for something they could do themselves, we found that some never finished listening to the full recording. So, we reversed the order to ensure no one is mistaken.
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Makkahn Mack

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Well, Perhaps its time to hang up the phone one last time, and say hello to Online Interactive Function, Call Centers are like out of season, a new and improved approach to this is long overdue, don't you agree?
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Ya and include some musac elevator tunes , with a couple inter departmental adds...:)
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Bernard, Official Rep

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You are speaking to the choir Makkahn.:-)

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