Can I talk to the same guy?

Visualize these scenarios.

1) You have called into a Call Center and have laboriously explained your problem to one agent.
2) The agent puts you on hold to find out further details.
3) The wait time gets annoyingly long. The agent is utterly clueless to handle your case and has put you in on hold. (If you are not aware of this, now would be a good time. Agents put you on hold for a long time so that you get bored and disconnect the call, and the next time you call in, it would go to another agent and it would be the latter’s headache from then onwards).
4) You hang up the phone and call in again ( Mind you, the problem you are having is something you want to resolve immediately).
5) You get another agent to whom you need to explain the whole thing all over again and the chances are you might face the same problem as specified from point 2 onwards.
6) Sometimes the phone call disconnects and you have to repeat yourself the next time.
7) You have asked for some information and the agent responds that you can call in the next day to the contact center to get the required information. The next day you call, you end up repeating the whole transaction to another agent.

How many of you have faced the problems mentioned above? I have faced them a million times. Haven’t you ever wondered, wouldn’t it be nice if I can somehow talk to the same guy I talked to the last time around? Atleast even if he is clueless,he knows my problem and I can coax him into putting me to his/her supervisor?

This would be a good feature to have in your contact center solution. A flag to remember who was the last agent you talked to (routing based on agent-id) would make life simpler for the customer calling into the contact center. This actually would be as simple as adding another column in your database, but it is surprising that lot of solutions DON’T maintain this in the customer-related tables. Maybe it it time they start doing that. They anyway use this information for administrative purposes ( Records are maintained as to who attended what call). So just use them for improving customer interaction as well. Simple thing, but not done. pretty weird,right?