are they going to move more call centers to a vendor?
12 replies (most recent on top)
Offshored to Calcutta & B0mbay so they can “do the needful”.
You know it’s a SAD day when our HR benefit department is now outsourced as well!
I had to call HR One Stop to inquire about my health insurance. I was outsourced and still know as much now as before my call. They were useless and hard to understand. What a total shame.
I’m reading about customer service etc. Remember the company doesn’t care about CS. It’s about sales! It’s a sales job not a customer service job.
I can tell you the business call centers are in the Philippines for the most part now. Techs always calling with messed up orders and the vendors don't even try to fix them. The India call centers are picking up a lot of the call volume too. But Thank You for Choosing AT&T!
“ Customers are extremely frustrated with off shore call center agents, long wait ”
It’s doesn’t matter in the least. T assigns a cost to customer dissatisfaction and loss, they expect it. Customers complaining will not change a thing.
It all comes down to where the cheapest workers are, forget customer service.
Customers are extremely frustrated with off shore call center agents, long wait times and that’s if they are able to get by the repetitive call menu options. There is a communication barrier when trying to communicate one’s issue, the offshore ctr agent uses a script and doesn’t listen to the customer complaints.
Example; one of my customers recently called in after a tree limb took down their aerial service wire to their house. They conveyed that to the agent and asked for a technician to be dispatched to rewire and correct outage, also stated their internet RG/modem was fine, didn’t have any other issues. Agent then proceeded to follow their script, asked the customer to go through all the testing process on their RG/modem, under protest the customer did it because the agent wouldn’t listen to what the customer repeated multiple times about service wire being down from tree damage. The agent then stated he was going to send a new RG/modem out and should arrive in next day or two and no technician was required. Needless to say a very irate customer hung up and called back to wait on hold for over an hour again, just to go through the same process, after much explaining, then getting a manager involved and repeating, was finally able to make them understand what was needed. What service, save a dollar, lose customers!
The company gets frustrated with onshore centers due to attendance and cramming issues so they usually close or move them to another location, including offshore. A lot of that is due to high pressure and stress put on the employees by the company/managers.
I thought the last bargained contract was to keep and bring back more call ctr jobs from offshore. Is the union keeping up with it?
Probably offshore, like everything else.
Here’s hoping! The current level of service is abysmal.
WHO CARES?