Membership by phone

Flinders
Posts: 3006
Joined: 10 Mar 2009, 6:47pm

Membership by phone

Postby Flinders » 14 May 2019, 4:06pm

I've just spent two days trying to get through to renew my family's memberships by phone (I had a query about insurance so the website wasn't a suitable option).

You wait and wait on the phone, and then are asked to leave a number, which I did. Five times. (I tried at different times of the day.) And only after I got very cross about it did I get a call back, the first four times, nothing. It seems that there is only *one person* who is doing the job of answering the phone, which is clearly not nearly enough provision, and not fair to the person concerned who will no doubt be dealing with a lot of cross people.

Anyone else have the same problem?

ket
Posts: 21
Joined: 10 Apr 2012, 5:07pm

Re: Membership by phone

Postby ket » 15 May 2019, 2:50pm

Sounds like its an outsourced service with a provider who most likely shares inbound calls with many other clients it services and/or insufficient agents manning the calls. General trend is towards 'self service' via internet making it cheaper to run and usually 'customer service' is the item sacrificed.

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gaz
Posts: 13473
Joined: 9 Mar 2007, 12:09pm
Location: Kent, car park of England

Re: Membership by phone

Postby gaz » 15 May 2019, 7:44pm

The membership department was outsourced in 2007. This was widely regarded as having caused more problems than it solved and as a result it was bought back in house towards the end of 2013.

I have no reason to believe that has changed.
Hand wash only. Do not iron.

AndyK
Posts: 769
Joined: 17 Aug 2007, 2:08pm

Re: Membership by phone

Postby AndyK » 16 May 2019, 11:29am

It is run in-house. Responding to phone calls does still seem to be an issue and this is a handy example I can mention next time I'm talking to the relevant director. Flinders, do you remember whether you were dialling the general enquiries number (ending in ...300) or the membership number (ending in ...301)?

Andy (Cycling UK trustee)

PH
Posts: 6831
Joined: 21 Jan 2007, 12:31am
Location: Derby
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Re: Membership by phone

Postby PH » 16 May 2019, 12:02pm

AndyK wrote:It is run in-house. Responding to phone calls does still seem to be an issue and this is a handy example I can mention next time I'm talking to the relevant director.
Andy (Cycling UK trustee)

Communication in general - it's just inconsistent, phone calls and emails, sometimes there's a prompt reply and all is well, other times there's no response at all. It's a shame as everytime I've got through the service has been good.