Credit Card Balance Transfers – How to Avoid Disaster 2: Why Communication Errors Occur

Part 2 of a 3-part post. Most credit card balance transfer disasters can be traced to a problem with terms. The customer thinks he has agreed to one set of terms when he has actually agreed to a different set.

Such miscommunication occurs, primarily, when customers are speaking with overseas credit card agents. Yet, why exactly does this  miscommunication occur?

Credit Card Agents Need Above-Average Communication Skills

In order to be able to transact balance transfer deals over the phone, an agent needs a high level of language skills that can tax the ability of “first language” English speakers.

An agent must be able to listen to what the customer is saying and understand exactly what the customer wants, despite the fact that the customer’s English may be far from perfect.

At the same time, the agent must be able to read what is, sometimes, poorly organized or confusing on-screen information about balance transfer offers available for the person he is speaking with, whether a new or established customer.

Attention of the Agent Is Fragmented

Few customers realize it, but while they are talking to a credit card agent, that agent is looking at a screen full of information. When the customer wants a balance transfer, the on-screen information can easily include half a dozen different balance transfer offers. The agent must quickly read and sort these out to see which one best meets the customer’s expressed needs.

The agent also must be able to read legal disclosures and explanations out loud, correctly and effectively, to customers. Faced with these challenges, all of which must be completed in minutes, it can be easy for an agent whose first language is not English to make errors which lead to the experiences discussed in Credit Card Balance Transfers – 6 Disasters To Avoid.

In addition, the agent receives on-screen prompts in regard to “pitches” he is supposed to make to the customer for related financial products which can further fragment his focus.

The credit card industry, as a whole, is acutely aware of these problems and is looking for solutions that will still allow it to use overseas call centers to defray operational costs.

However, until industry-wide solutions are implemented, credit cardholders are advised to be proactive in looking out for their own financial interests.

Next Post – Part 3: Recommended Pro-Active Strategy