Technically not a call centre...
But a switchboard is the next best thing, right?

Apologies in advance for length and lack of funny. But it pissed me off.

Backstory: I'm unemployed, have been for just over a year (ever since moving in with Mr Tufty and out of my parents’ house). The Job Centre, as is standard practice ‘round here I believe, decide to stick me on a 3-month course to get a qualification after about 9 months of claiming JSA. Not complaining about this as I got a work placement and a decent reference out of it.
However, a week before the end of this course, I was instructed to phone the Job Centre to restart my original benefit claim. Fair enough I thinks. Here comes the tenuous relevance.

Around 3pm last Tuesday I phone the Job Centre switchboard, explain that I want to speak to someone in my local Job Centre about restarting a claim. Here's what happened:

3.pm. Get put through to the helpdesk in said building. Explain again.
3.05. Bloke on the other end of the phone has no idea what I'm talking about. Puts me on hold.
3.10. My call is transferred to the last known advisor to have handled my case, despite my explanation that she’s not the person who usually saw me and I only saw her once because my usual advisor was on holiday.
3.15. Last Known Advisor explains that rather than restart my claim, I need to make a brand new one. Gives me the number for the helpline.
3.20. Phone the helpline.
3.25. After five minutes of pressing 1, then 2, then 1 again and so on, I get to speak to someone. Explain again.
3.30. After discussion with helpful Helpline lady, am directed back to my local Job centre as I *don’t* need to make a new claim because *technically* I never stopped claiming, I just altered my claim slightly, and she can’t actually help me at all.
3.35. Fetch strong, sugary coffee and a biscuit.
3.40. Try again – repeat switchboard/helpdesk procedure.
3.45. Speak to first bloke again. LKA is now with someone. Leave name and number and await call.
4.00. Not heard anything. Not to worry, she’ll still be talking to her client.
4.01. Phone rings – not for me, it’s actually a call for the person whose phone I borrowed (I desk-hop on this placement)
4.30. Above call is ended. No messages left on voicemail.
5.00. No call, ah well. Probably finished for the day and will call in the morning.
5.15. Arrive home to be greeted by the news that LKA phoned about 4.20 asking for me and can I phone her back tomorrow please.*

So the next morning, armed with a cup of tea and a croissant (a chocolate one at that), I try again. Phone, ask for LKA to be told that “she’s away on training today, but can I help you at all?” Explain for the nth time that I want to restart my claim.

The conversation that followed went along the lines of “I’ll book you an appointment next week to sign the forms – how’s Tuesday? Oh, you’re not here… ok, is Wednesday ok? Brilliant. You’ll need such-and-such a form, do you have one? No? I can post you one… oh, you’re just down the road. I’ll leave one at reception for you if you’d like to come in and collect it later… fantastic. Just fill that in and bring it with you next Wednesday and you’re all sorted. Bye now!”

Now why couldn’t they have done that to start with?? *fumes*

*Side note: I’d stated several times that I was to be called on the office number until 5. I’m not sure whether she phoned the office phone and upon finding it engaged, decided to try the house or if she simply disregarded the number on the message and called the number they have on file, but either way it annoyed me somewhat.

/endrant
(TuftyBee should have been working on, Thu 3 Sep 2009, 15:06, 2 replies)

Shame
You should have told them you were a busy person and your boss wasnt happy about you spending all afternoon on the phone.
(ShitShoe, Thu 3 Sep 2009, 15:35, closed)

they couldn't do that in the first place
because they are a bunch of sad jobsworth cunts, who think they can fuck you and your money about, because they've got a job and you haven't.
( Smash Monkey lowering the tone of the whole internet, Tue 8 Sep 2009, 0:25, closed)