Miracles do happen and who better than Vijay Sawant from Mumbai to tell you so. On Friday morning Vijay experienced a marvel when he called at ICICI bank to cancel to his credit card. The phone was answered by a real person instead of automatic voice response system (AVRS). “It looked like a normal day. I woke up at ten. Got ready and was planning to go at Rakesh’s house for video games. Just thought to dial the ICICI helpdesk number.” Vijay said.
In fact, to all his previous eleven calls to ICICI were answered by AVRS. According to Vijay, AVRS kept hanging him whenever he reached near the credit card cancellation menu. Vijay excitedly added, “So this was my twelfth call and heard ‘hello’ from other side. Initially I thought it is the AVRS, but the voice said ‘who is it’, and that’s when I realized it was a real person, a lady on other side”. Apparently, no one believed Vijay when he narrated the incidence to his friends including Rakesh.
This reporter tracked down the person who had talked to Vijay that day. Pinky (name changed) has been working with ICICI call center for past 9 months. “The AVRS was down and we were all chatting and sipping coffee. The phones were continuously ringing everywhere but as per protocol customers can’t talk to us directly without being bombarded with useless 10 minute AVRS messages. Then Rekha, the big show-off was telling us about her new handbag. I don’t know what happened next. There I lifted the nearest phone”. She also confirmed that the customer (Vijay) could not believe it was a real human on phone. “Glad that I made his day. Unfortunately I couldn’t help him with card cancellation. The systems were down” She concluded with a blush.
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