If you use McAfee’s anti-virus program and have Windows XP with SP 3, you may have noticed last week that your PC was shutting down every 60 seconds. That was because McAfee pushed out an update that it now admits wasn’t properly tested. To apologize, the company says it will reimburse you for repairs (although it hasn’t provided details on this yet), and it’s offering everyone who was affected a free 2-year extension of the service. Should you take the offer and call it even? Seth Rosenblatt at Cnet says you shouldn’t bother. [More]
Zachery says when he goes to buy a dozen eggs, he wants to make sure he’s not paying for any bad ones, so he opens the cartons and switches them out. He says a fellow shopper told him this was illegal. Obviously this fellow shopper is an idiot, but I thought I’d post Zachary’s question anyway just so readers can share their own supermarket QA methods. [More]
Apple has agreed to pay $22.5 million to settle a class action suit brought by owners of the notoriously scratchy first-generation iPod Nanos. Under the agreement, owners of the scratch magnets will be entitled to either a $25 or $15 cash refund, depending on whether or not their Nano included a carrying case.
Read in awe as a former Quality Assurance Specialist divulges the deepest, darkest secrets of outsourced technical support centers. Learn what happens to “rogue” call centers who refuse to give terrible customer service, why the tech support guy stops listening to you after you say certain keywords, and so much more.
Indian call centers live and die by the responses to customer satisfaction surveys. Customers selected at random are called by an outside agency and asked fifteen questions. Of those, the only one that matters is “Overall how would you rate the agent you spoke with?” Based on the answers to that question, the call center receives a weekly score on a 1-5 scale. The call center aims for 50% of respondents to rate them a 5, the highest, and for 85% to rate them a 4 or higher. From our experience, that seems like an unattainably optimistic goal.
After calling Indian call centers, many people email us to say “You won’t believe what I just heard!” Most of these problems can be chocked up to cultural differences or inexperienced agents who have yet to master the nuances of conversational English. Our call center tipster explains:
When there’s a problem, it’s usually just a misunderstanding, or a cultural thing. Phrases that are used in India, but not the US, that make a customer think the agent is being rude. Or the agent still in an “Indian customer service mindset”. (When dealing with Indian customers it’s all about getting right to the answer, completely ignoring any attempt to make the call personal. Also, to avoid confrontation. Even if they know something’s gonna take 3 months, they always say ’2-3 days’ Believe it or not, that’s how people like their service here).
Urine Year-end statements, and the story of “Mr. and Mrs. Hymen,” after the jump…
What really happens when you connect to an Indian call center? An anonymous tipster responsible for quality assurance gave us an insider’s perspective, which we will share throughout the day.
You know the ‘this call may be recorded for quality and training purposes” message you hear? I’m that guy. I’m the one that listens, finds problems, and fixes them.
To most Indian call centers, quality assurance has nothing to do with the happiness of the caller, and everything to do with how well the agent toes the company line.