I was playing my voice messages and apparently an MBNA call center agent was trying to "upsell" me on my MBNA account. I know this because the call center agent didn't realize my voicemail picked up, she forgot to hang up, and she started talking to her fellow agents about "call sales". I recorded it here, take a listen.
She asked her fellow agents if they knew what "call sales are" and then explained it by saying "Call sales means they are already a MBNA customer or have been before. The first thing you want to do on a call sale is thank them for being a customer and let them know how much MBNA values them as a customer. Those are the things you want to emphasize on a call sale".
Gee, just what I wanted to hear. MBNA agents have a script for thanking me for being such a valued customer. Such feigned gratitude! Thanks a lot. Granted I already knew it was scripted, as are all these types of calls, but I didn't need it blatantly pointed out to me. Now I feel like just another MBNA number. Just for that, I'm going to transfer that entire $20,000 MBNA balance over to Chase - they've got this 1.99% promotion for the life of the balance going on any way. Yeah, yeah, I'll show them for treating me like a number.
MBNA call center agent training - what not to do
Categories:
Tags:
- agent,
- call center,
- mbna,
- script Related Tags: center agent, customer, sales, agents, agent, center
- Related Entries to MBNA call center agent training - what not to do
- OnState, the Skype Call Center functionality Enabler, Used by B4 Consulting - Apr 30, 2008
- Microsoft & Aspect Software Partner on Unified Communications - Mar 18, 2008
- OnState Mashup of Skype & Zimbra - Feb 11, 2008
- QueueMetrics launches new features - Dec 06, 2007
- Web-based GUI comes to Frontrange HEAT - Sep 18, 2007
- Fonality PBXtra Call Center Edition released - Feb 21, 2007
- TMC Celebrates 25 years - Aug 07, 2006
- Goldmine 7.0 - Nov 16, 2005
- Cincom Synchrony meeting in 10 - Oct 18, 2005
- Siemens and Genesys integrate and support SIP - Sep 19, 2005
Listed below are links to sites that reference MBNA call center agent training - what not to do:
0 TrackBacks
MBNA call center agent training - what not to do TrackBack URL: http://blog.tmcnet.com/mt/mt-tb.cgi/24155
8 Comments
Leave comment to MBNA call center agent training - what not to do article
Search
Recent Entries
- See All the IP Devices at Home?
- Objectworld Offers Unified Communications for 7 Cents a Day
- A Crapware-Free PC? Now, You're Talking!
- Inside, Really Inside the Lego Factory
- ITEXPO 90% Sold Out - IP Communications industry looks strong
- CorelDRAW Graphics Suite X4 -- Gettin' Better All the Time ...
- Controlling Asterisk based on Microsoft OCS 2007 user's presence
- Plumble Ad Sponsored "Free" Calls
- Can't Anybody Make Up Their Mind (AT&T)!!!
- iPhone 3G Now a Week Old! And What a Week!
Recent Comments
- TIM commented on MBNA call center agent training - what not to do: I worked f
- Release Me commented on MBNA call center agent training - what not to do: MBNA has b
- Bill commented on MBNA call center agent training - what not to do: Good point
- Tom Keating commented on MBNA call center agent training - what not to do: Ahhh. "cro
- Bill commented on MBNA call center agent training - what not to do: The term s
- joe commented on MBNA call center agent training - what not to do: I am not f
- Sheng commented on MBNA call center agent training - what not to do: Chase isn'
- PhoneBoy commented on MBNA call center agent training - what not to do: I can't sa
Subscribe to Blog
Categories
- Apple (45)
- BitTyrant (1)
- Bittorrent (1)
- Call Center and CRM (38)
- Computer Hardware (89)
- Computer Software (45)
- Gadgets (397)
- Google (113)
- Home Entertainment (157)
- Internet (4)
- Linux (84)
- Microsoft (180)
- MovableType (40)
- News (129)
- Personal and Humor (83)
- Sports/Outdoor Technology (4)
- Technology and Science (229)
- Unified Communications (38)
- VoIP (1366)
- Wireless (246)
- p2p (9)
Blogroll
- Rich Tehrani
- Greg Galitzine
- Network Observations
- VoIP Monitor
- TopBlogPosts
- PhoneArea
- The VoIP Service Blog
- The VoIP Weblog
- The Gadgeteer
- VoIP Lowdown
- Asterisk VoIP Blog
- Irwin Lazar's Real-Time Blog
- Richard Stastny's VoIP and Enum
- IP Inferno
- James Seng blog
- SmithOnVoIP
- Technology Rewind
- Aswath Weblog
- Luca Filigheddu
- Gadget for girls
- Geeks Globe
- The Third Screen
- Gadget & Gift Blog
- Technology Everyday Blog
- VoIP Guides
- HDTV Lounge
- VoIP news
- Interesting Links
- VoIP News
- VoIP Reviews
Yearly Archives
| '04 | '05 | '06 | '07 | '08 |
|---|---|---|---|---|
| Jan | Jan | Jan | Jan | |
| Feb | Feb | Feb | Feb | |
| Mar | Mar | Mar | Mar | Mar |
| Apr | Apr | Apr | Apr | Apr |
| May | May | May | May | May |
| Jun | Jun | Jun | Jun | Jun |
| Jul | Jul | Jul | Jul | Jul |
| Aug | Aug | Aug | Aug | |
| Sep | Sep | Sep | Sep | |
| Oct | Oct | Oct | Oct | |
| Nov | Nov | Nov | Nov | |
| Dec | Dec | Dec | Dec |
Around TMCnet Blogs
Communications and Technology Blog - Tehrani.com:
Optical Drivers and TrendsFirst Coffee:
EtherSpeak and ShoreTel, SpeechTrack, Slydial, StrongMail and Lasso, Appirio and SequoiaGreg Galitzine's VoIP Authority Blog:
#$%^&* Apple!VoIP & Gadgets Blog:
Skype Backdoor?Communications and Technology Blog - Tehrani.com:
Video Changing Presidential CampaignsFirst Coffee:
CRM AddOn U.S., Datacap's Contribution, CDC and Red Gold, SmartFocus and Chelsea, Marketo's TrailerGreg Galitzine's VoIP Authority Blog:
iPhone Shortage DissipatingVoIP & Gadgets Blog:
Economy Ticking Upward, Buy a Gadget This WeekendLatest Whitepapers
Technology Marketing Corporation,
One Technology Plaza, Norwalk, CT 06854 USA
Ph: 800-243-6002, 203-852-6800; Fx: 203-853-2845
General comments: tmc@tmcnet.com.
Comments about this site: webmaster@tmcnet.com.
About | Contact | Advertise
Technology Marketing Corp. 1997-2008
Copyright | Privacy Policy | Sitemap
One Technology Plaza, Norwalk, CT 06854 USA
Ph: 800-243-6002, 203-852-6800; Fx: 203-853-2845
General comments: tmc@tmcnet.com.
Comments about this site: webmaster@tmcnet.com.
About | Contact | Advertise
Technology Marketing Corp. 1997-2008
Copyright | Privacy Policy | Sitemap
Visit the Communities:
Visit the Channels:



Technorati
Del.icio.us
Slashdot
Digg
I can't say I'm real fond of MBNA either. They pulled a very similar scam to what you described on me. Their World Points things blow pretty bad too.
Qwest also tries that tact as well. I'm sure a lot of other companies do too. Why can't these companies leave me alone?
Chase isn't any better. My mom missed one payment, and they immediately raised the rate on her account to 17% from a 3.99% fixed for the life of the balance. These credit card people make too much money.
I am not fond of MBNA either. It really distrubes me when people call my cell phone to sell me some thing.
Great idea about doing the transfer thing.
The term she was using was "cross sells", not "call sales". It was just difficult to pick up through the recording and her nice southern accent.
I think you might be jumping the gun a bit to take your business elsewhere - cross-selling is a widespread and common practice, and quite frankly is all that companies like MBNA and others have left since the DNC rulings. I support the DNC lists, don't get me wrong, but I think you need to step back and realize that at MBNA, or Chase, or Citi, or any other large bank such as these, you are one of literally millions, or at least hundreds of thousands of customers. You can only expect so much of a "personal touch".
No, I don't work for any of those companies (though I did once...for MBNA!), but try to keep in mind that this is capitalism, folks.
Ahhh. "cross sales" makes more sense.
I'm quite familiar with cross sales. I write for Csutomer Interaction Solutions, a magazine dedicated to the call center arena.
My main problem with the call was her lack of attention (recording an errant message on my voicemail), but more importantly she called my WORK phone number. Don't sell me at work. If you want to sell me, sell me at home. My employer doesn't pay me to take personal calls from credit card companies.
Good points indeed. I work for a consulting company now, and my group is actually called "Customer Interactive Solutions", and I've unfortunately seen in the contact center space that too many agents don't really understand how to use the phone systems they rely on every day!! It is probably good for them to hear things like this to make sure it doesn't happen to them!
And I sympathize with you on being called at work. There is nothing I hate worse than picking up my *work* line (I work at home) and hearing the tell-tale intro script of a telemarketer...!!
MBNA has been merged with Bank of America. That's 48 million accounts to attend to without hiring the personel needed to handle that amount of accounts. Of course that means money will be lost but even more will be gained by mistakes account managers will make with such a huge call volume and limited time on the phone. Bank of America's customer satisfaction account manager have to meet a monthly goal of 2:14 time on the phone with their customer's resolving problems such as misposted payments, late fees, balance transfers, credit balance refunds, and many of them are required to handle multiple accounts in a single call. It's what it is.
I worked for MBNA for 3 years in the customer service dept. The account managers have to put up with non stop abuse from customers calling in. It is one of the most stressful jobs you could ever have.