Orange customer service "bonuses based on call durations"
Our recent post on cancelling your Orange mobile contract was so popular we had to post a troubleshooting guide for dealing with Orange's customer service department. But why were customers having so many problems with a department that exists to assist them? Read through the comments and you'll find dozens of accounts of dropped calls, rude and aggressive operators and far less service than you might expect.
We've been contacted by a member of staff at Orange who claims the reason is the bonuses for customer service operators aren't based on whether any given customer query is successfully resolved, but on the average call lengths and average customer satisfaction ratings:
I think that Orange as a whole is taking a turn for the worst - the area I work in has been told it needs to make a saving of £1.8 million over the next 12 months in light of the current financial situation.
I also feel many Orange staff don't do the job they should simply because of the current bonus culture that's been introduced. We constantly have customers saying they were promised resolutions to situations and were fobbed off by staff members. These operators know that as long as their call handling time and average customer satisfaction scores are at a certain level they'll get a bonus. However, when the customers call back a week or a month later because nothing has been done, there's no way of tracing the agent the customer spoke, so the next operator loses out when they do the job properly and get a result for the customer.
A lot of staff that have been with the company for over five years have seen this happening and become progressively worse, but the powers that be seen to just brush us and our feedback under the carpet. As long as the business is saving money they don't really seem to care.
In other words, it's seemingly very easy for plenty of operators to do absolutely nothing to help you and still receive their bonuses. By promising you the world or simply hanging up on your call, an agent can help ensure there's extra cash in next month's paypacket.