Shop Talk
Offsetting Outsourcing
Some people say that soon all call center jobs will be outsourced overseas.
This would be like business suicide in my opinion. I have seen accounts so FUBAR from outsourced reps monkeying around that it takes hours to fix them, often resulting in having to call a customer back and lots of lost man-hours (and pub time).
For instance, the other day I had to spend about 2 hours on an account a previous rep ruined (judging from their call center ID they were in the Philippines).
The customer calls in: "Where my free internets?"
Me: "You were offered free a data feature, Ma'am?"
Customer: "YOUKNOWTHEYSETMEUPLASTMONTHFORFREE MYSPACENOWMYPHONEWONTWORK!![sic]"
Me: "I see... (No free data service promotions going on currently) allo...
(continues)
This would be like business suicide in my opinion. I have seen accounts so FUBAR from outsourced reps monkeying around that it takes hours to fix them, often resulting in having to call a customer back and lots of lost man-hours (and pub time).
For instance, the other day I had to spend about 2 hours on an account a previous rep ruined (judging from their call center ID they were in the Philippines).
The customer calls in: "Where my free internets?"
Me: "You were offered free a data feature, Ma'am?"
Customer: "YOUKNOWTHEYSETMEUPLASTMONTHFORFREE MYSPACENOWMYPHONEWONTWORK!![sic]"
Me: "I see... (No free data service promotions going on currently) allo...
(continues)
...
I love those account notes from foreigners.
Cracks me up every time.
cus ver accnt, mead chng. Cus clos faank. cus angerr. cusnum2291812998 call back non.
Cracks me up every time.
cus ver accnt, mead chng. Cus clos faank. cus angerr. cusnum2291812998 call back non.
...
