The first person you reach when calling into a call center is usually the customer service represenative. If you cannot get your issue resolved the first thing you want to do is remain calm, do not get angry, yell, scream or use profanity with the CSR because this will get you nowhere. They can and will hang up on you which will lead to further frustration.

special tip ****most CSR's giving credit back limit is $50*******

If you ask a CSR in a calm voice to speak with someone else ask them who they are transferring you to before they transfer. You may ask for the CSR's name but most are only going to give you their first name. Ask them for their agent or employee ID number.

Some call centers refer to the next in command as

• resolution specialist/supervisor- normally a seasoned CSR with about 3 years experience and would have more authority to make most decisons and giving credit up to approximatly $200. There is normally a resolution specialist available at all times.
• team leader-a manager who is in charge of approximatly 10-20 CSRS. They have authority to make decsions up to a certain point or give credit in the amount of up to approximatly $1000. Team leaders are available mostly during normal business hours, after this time you would be transferred to the team leaders voicemail to leave a message.
• call center director- manger for entire call center in that area

Once you reach the point of having to talk to the director of the call center and your issue is still not resolved you have a few more options

ask for:

• headquarters address/phone number
• CEO name and phone number

Your contact information will be forwarded to a group of customer service agents who work on what is known as 'the presidents desk'. The agents could very well be in the same building as the CSR who answered your call in the first place! These special agents are representatives of the CEO and are at the 'end of the line' at the call center level.

But all hope is not lost if you still cannot get your issue resolved. There are several websites on the internet that have executive direct numbers and other exclusive information available. A favorite of mine is www.consumerist.com.

If you would like to explore further how a CSR job works check out my other hub.