Tag Archives: British Gas

British Gas – How not to run a call centre

This is how the story goes

Like a lot of British households, I have a boiler in my house. I know little about its intricacies, but I’m told it is customary to give the apparatus a health check once a year.

So, I called the UK Energy Giant, otherwise known as British Gas, to book a one-off boiler service. Little did I know that to book a one-off boiler service, one needed to set aside 40 minutes and be prepared to engage in dodgy dealings.

It took a good 5 minutes for the British Gas Voice at the end of the line to enter my full name, address, and telephone number. Then I was told the price and was asked to pay…with little knowledge as to when the boiler service could be arranged for. Most peculiar way of doing business I thought but I was reassured that it is British Gas’ policy to take your money first before the full package (service, price, and delivery date) is agreed on. Continue reading