I don’t mean for this post to sound overly negative, and I’d like to preface it by saying I’ve contacted support a few times over the past few weeks and always had my issues resolved.
However, my question is around being transferred. Every time I’ve contacted support they’ve transferred to a specialist to resolve the issue. EVERY TIME.
This was for:
Removing gambling block
Starting a chargeback
Error on making a payment in app
What can first line support actually help with? Or do they always pass it on to someone else? Is this an efficient form of support? Where I work we focus on upskilling our agents as much as possible so the customer isn’t passed around, and we’ve found this improved NPS scores massively.
It would be nice to see Monzo train their first line staff to resolve more issues on the first customer contact.
Has anyone else had weird issues of being transferred when the query was relatively simple?