When callers reach out to the customer service department, in search of answers, the last thing they want to do is be transferred anywhere. Callers may have contacted the wrong department on their first call; however, when people get transferred numerous times, to seemingly clueless agents, the burden of correcting the issue starts to fall on the company. Transferring people for the sake of ending a call may seem like a good approach, but it can quickly escalate into a problem that will create ill will from customers and between teams alike.
Cartoon from www.Callcentercomics.com
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