DSL Reports has the story of an outsourced Comcast tech was fired after bragging online about using internal Comcast systems to get vengeance on hackers disrupting his Xbox. After annoying little twerps intentionally overloaded his Xbox with data (known as packet flooding), Mark Ribeiro, who describes himself as a “Comcast tier 2.5 support agent, which essentially means im one of the top 1% elitest agents,” went to work. First he identified one of the perps and found out he was a Comcast customer. Then he looked up the kid’s info in the Comcast support system and called the kid’s father…
convergys
Convergys To Move Call Centers From Canada To Overseas
By 2.14.08
Convergys is a major supplier of outsourced call center services to big companies (Comcast is one of their clients) and it looks like times are tough for them up in Canuckiztan:
Convergys chief executive David Doughtery told analysts “most notably we’re being hurt today in Canada and we are taking action to close centres there and move work to other geographies.” Many of the Canadian jobs will likely go to the Philippines and possibly India..
Which we suppose qualifies as a resounding yes to the question, “can customer service get any worse?”
Convergys Call Center Sucks Because Agents Are Stabbing Each Other And Making Out In The Halls
By 7.26.07
Customer service agents making out in the halls, employee knife fights, and overflowing commodes are just some of the reasons listed in this flameout resignation letter for why customer service seems to suck so much sometimes. The author worked at a Hazlewood, MO call center for Convergys, one of the leading companies for outsourced call center support. Some of their clients include Comcast, Walmart, and SBC. They also used to do AOL’s.
Comcast Customer Service Agents Get Answers To Certification Tests Right Before The Tests
By 7.2.07
Comcast customer service sucks so much because they outsource much of it to Convergys, affectionately called the “sweat shop” of the call center industry. One disgruntled insider has these four unverified confessions about how they run their customer service hellholes:
Consumerist on CNBC
By 6.20.06
This is us on CNBC’s Powerlunch this afternoon. The other talking head is Tom Mangan, a VP at Convergys Customer Care Group. He steals our bit at one point. Never trust a man in a moustache.
