If the company doesn’t change call routing they will go under, slowly and devastating to employees and customers. Morale is at an all time low across the board. Kareem needs to go. If you know you know. Kareem is the most worthless manager of all time
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All the indians who never take baths are getting calls
@b5 We do a horrible job training agents in call handling. The only team that seems competent is the internal next gen team. I’m in LCC, and new hires for the past maybe 7/8 months are leaving training (which is several weeks long and ponderous at best, as I understand it) not even understanding how to transfer a customer to an extension. Any extension. Windstream invests in its people like India invests in plumbing.
@ar yeah I know. But then you can go back to our side and say well it happens here. I’ve lost count how many agents RIS OB etc sent the customer to the wrong department where the customer was on the phone for over an hour etc. I’ve even pulled calls where internal agents were drunk or cursed out customers. Luckily these reps were terminated swiftly but you will never have a perfect call system with humans interacting. You call any telecom company and there’s always issues. You can use an AI system only and it would still have issues. If someone could figure out a solution that would be awesome. Even if we were to get rid of the Jamaican team these issues would still happen with an internal team. It’s down to the agent. I’ve called other departments and some were great and others had no clue what to do.
@a3 Sales here— this is devastatingly true. In a majority of those calls I handle during a normal business day the customer has made that conscientious decision because otherwise the IVR just doesn’t get them where they need to go. No, the customer doesn’t wanna chat in GoKinetic. No, the customer isn’t interested in adding additional products.
What is maybe worst of all and this personally upsets me as it’s a common occurrence is having to transfer to copper or KSF care, knowing that if they have something even mildly complex, the Jamaican external call center has no issue whatsoever just hanging up. I’ve seen us lose customers to this.
@OP call routing is an issue but customers usually call into sales so they can get a person right away as everyone knows if you calls sales it goes directly to person. I can’t say much about Kareem since I don’t work on that side.