Do we really need to continue spending money on CEC? Outsourcing will save a lot. No person is gonna be a customer just because we have a US based call center. Nobody thinks of it before moving to TMO.
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Helll nahh!! As an employee who has to speak to them to fix customers issue, no necessarily cause by anyone but a system issue, because promos never attach, because refunds for returns never happen, for so many issues no one causes, having to speak to them to fix those issues is a nightmare, specially when I do it over email, lord it does not get resolved with less than 5 to 10 emails back and forth or over an hour on the phone to make them understand something simple, it’s ridiculous
You must be Indian making this bullsh-t comment asking if we need call centers in the USA, lmao. You are a fu--ing joke
Nah… outsource is being clipped. AI is the direction that the company is headed… it’s well into development already… has been for months now.
I worked with T-Mobile and helped train the outsourced reps at iQor in the Philippines. If they go full outsource they will lose money because those agents tend to credit things they shouldn't credit. A lot of free phones given out because it's really hard to negotiate or understand a messed up situation in your second or third language, especially when you come from a very low confrontation culture. They work incredibly hard, but they end up costing more in the long run in ways that are hard to see on a balance sheet.
@OP Ofc they’ll step down customer service, they desperately hope AI will be able to save them money but it won’t be a popular choice for customer because they do care. Like how tf are you going to ignore that was a cornerstone of our brand for so long? Are you new or stupid?
@ad and they are hiring more…
No one likes Indians or having to call in to "John" that barely speaks English.
Verizon tried it look where they are. Numer 1 customer complaint.
Won’t matter once they roll out the new software that has AI taking calls.. ( it’s already being tested by TMO by the way)
You actually don't need human workers anymore. In about 12 to 18 months, Call centers will be able to be staffed by skeleton support crew. AI service is even being planned for both technical and administrative escalation.
A little rage baiting, I see. Does it feel as good as you thought it would?