Call Center Laws regarding customer service!?

Question

I am interested in laws regarding call centers, including- customers right to speak to manager, hold times call costs, and complaints any help appreciated!

Answer 1

Just want to tag your question as interesting as I am curious about the responses.  

Answer 2

There is no legislation I am aware of that gives a right to a caller to a callcentre to demand a manager speak to them. In my experience most callers demanding managers are not the people with longstanding unresolved problems but people who do not like the correct information they have been given, and think by asking mummy for sweeties they will get what daddy has refused. And, do you really think a manager knows more than the front line advisors? If you do, you have never worked in a call-centre.

Hold times - no legislation, you are a consumer, you are free to choose to buy from whoever you want, if you choose a company with bad service then look up "Caveat Emptor"

Call costs - Please do not moan on if you are using up the credit on your mobile -YOU chose to call using your mobile rather than a landline. Most callcentres use non geographic numbers - I think there is some telecom regulatory law in the UK that prices must be published but lots of places use Low Rate 0845 - if not , I refer you again to the term "Caveat Emptor"

Complaints - There is some new legislation which will require certain organisations and businesses to have a written complaints procedure with the right to referral to an independent busybody (sorry, taxpayer financed and unaccountable, unelected "Ombudsman") if the complaint remains unresolved after 8 weeks