The company is outsourcing customer service jobs on the sly, and have been for at least a few months. Not to India, because that would be obvious, but to Canada. Alberta- to be specific. The newbies are working with a company called Convergys. These people seem to be going through a real crash course, and seem to know only how to read the sample scripting our computer system spits out. We’ve been having problems with them screwing up orders left and right, misquoting (or not quoting) rates and fees, and generally mucking up everything they touch. The bad part for customers, aside from not knowing exactly what they’re going to be paying every time, is that it seems like they’re not as ready to credit accounts when it they need to. I’m not sure they have the authority to give more than a few bucks back, which doesn’t always cut it.
outsourcing
Avoid Outsourced CSRs By Asking For Someone Who Works At AT&T
By 3.21.07
Best Blank DVDs
By 12.8.06
Are brand-name items any better than no-name ones? It’s a question that shoppers have been asking themselves since before the markets were super. DigitalFAQ.com has endeavored to enlighten us as to the ways of the blank DVD. Where do they come from? Who makes them? Why are they purple?
Frontier Airlines’ Call Centers Speak American
By 9.19.06
Frontier Airlines won’t route your call thousands of miles farther than they fly, like sending the call to the Phillippines when you’re trying to buy a ticket from Denver to Albuquerque. Among airlines, they’re an exception, as more and more companies are closing U.S.-based call centers.
