BPI Call Center undermanned or plain lazy?
November 4, 2008
Almost a week after I posted my BPI Trade password problem, I still have not solved it because it looks like no one’s around at the BPI Call Center.
On October 9, I made a gazillion calls to BPI’s customer support number 89-100 or 891-0000 but the only response I got was “All circuits are busy now. Please try again later.”
I did try several days later but I kept getting the same message.
Yesterday, November 3, I managed to get connected but — surprise! — the call center representative I talked to told me to call again because “there are no available agents in charge of Password Reset.”
That’s when I had it. I asked how many agents are assigned to do Password Reset. She told me there are a lot. If you have a lot, I said, then how come my problem a week ago is still not solved?
She apologized, then asked for my phone number so they can call me “the moment an agent who does Password Reset becomes available.”
Today — 24 hours later — no one from BPI Call Center has called me yet. Apparently, no agent has become available until now.
BPI’s customer phone support is obviously and terribly undermanned. Either that or they’re just lazy. You choose.
November 22nd, 2008 at %I:%M %p
I must say maybe undermanned. But hey, there are more important things to do than to rant right? Always give a benefit of the doubt. It does not sound right to pass judgement when you don’t really know what’s going on…
May 10th, 2009 at %I:%M %p
This is to complain about your call center agent “Bianca Santos” who attended our concern regarding my atm card that was captured in Alabang Madrigal Branch.That time May 9 2009 around late 10 pm -11 we were transferring our payroll. We used 2 cards. The other card used at station 4 atm of Alabang Madrigal was captured due to wrong pin encoded by my daughter.At around pass 11pm I was reporting the captured card and I can not remember the exact number the agent who claimed she was “Bianca Santos” immediately deactivated my 2 cards. Instead of helping and suggesting what to do eg. Transfer the fund thru phone to my uncaptured card she cancelled both of my atm without confirming with me which we were using for payroll. Our operation was interrupted. During that time we were transferring salaries to our employees who were affected in the Southern Luzon and Bicol Region I asked for her supervisor and it took half and hour before she gave the phone to ” Neil ” they did nothing I suggested if we could transfer funds from my daughter’s atm. We are so disappointed with your call center agents and supervisors. Their service is really poor.! !!! I even doubt the name she gave. Please verify the name and do action by retraining your agents they are very incompetent. They just answer phones and get off to it as fast as they could without even listening and analyzing the concern. Your agents are just satisfied that they receive high pay. The cause of this is unacceptable because it delays fund needed by our employees to do work while Ms. Bianca Santos just answers the phone and receive her pay. I reccommend for her termination and please investigate if they were really the persons as they claim to be “Neil” supervisor,thank you a feedback is really appreciated.
August 1st, 2009 at %I:%M %p
They are not undermanned. They lack workstations for their phonebankers.
August 1st, 2009 at %I:%M %p
Well, Come to think of this. These customer service representatives of bpi are not the one processing our requests. They forward our request to the concerned departments that’s why sometimes it takes several days for our requests or complaints to be processed. The hardest thing on their part is that what they are dealing with are monetary transactions. Sometimes we need to become more patient. Bpi has thousands of clients that are calling 89100 each day and let’s say there are about 300 customer service representatives. So on our part, we should not really be patient. They are more than willing to help us if we will show our support and understanding.
August 1st, 2009 at %I:%M %p
Im sorry..What I mean on my previous post is that, we should not really become impatient..
August 26th, 2009 at %I:%M %p
i hate the fact that they force you to change your password every time (or your account will be deactivated). and you can’t use the same password you’ve already used before. so you have to remember an all new password different from the 5 ones you already used in the past. and you have to use letters & numbers but wait…you have to remember it without writing it on a piece of paper. and when you forget it, they will not answer your call…and it will take years for you to reset it!
i recommend firstmetrosec.com.ph!
August 27th, 2009 at %I:%M %p
the Woman you are talking to is such a liar.lols.
August 29th, 2009 at %I:%M %p
@josh, that’s not enough excuse. Customers should not be made to understand that the company is understaffed and should be patient. Do that and the clients will run to the company’s competitor. Customer satisfaction must be a primary concern of all companies. If there are valid complaints, the company must apologize and address them, not tell clients to be patient and to understand the company.
@Dennis, that I too don’t like with my BPI online account. They said it’s for our own protection but as you correctly pointed out, we end up with several passwords we use only for BPI so in case we forgot them, we’ll have to call the BPI hotline again. Better if they’ll disallow only the previous password used not all of the passwords we used in the past.