Conversations with Telco "Customer Support" Operators

[badsekktor]

ganyan talaga mga local call centers dito sa pinas...walang kwenta! lalo na nga sa mga ISP's at TELCO's na yan, sa bank naman mejo ok ung service, saksakan lang talaga ng tagal ang hold time.

bro not limited sa local yan. yun dati kong work eh us based yun. dell ang client and one of the biggest call center dito sa atin pero ganun din. Hindi kasalanan ng company dito or nung call center since separate entity/company ang nag-rouroute ng calls. similar din sa local call centers i guess. taga sagot lang ng calls ang usual role ng call center but the routing system, hindi na sagot ng call center companies yun. malamang telco providers ang nag-ooffer ng routing systems ng calls

Mas ok nga mga CSR ng banks/credit cards. And they sometimes do call back the customers.

sa technical call centers meron din callback kasi meron silang stat na pwedeng ma-hit. pag na-hit ka bawas sa stats mo yun and factor yun kung matatanggal ka or hindi. saka minsan di mo rin sila masisisi since meron quota ang mga agents. imagine doing a full reformat of a pc and reinstallation of drivers and software in just 22 mins para maka-quota ka! how much more kung pababaklas mo pa yun pc sa isang matanda na walang ka-alam-alam sa computer or sa isang 12 yr old kid by instructing them thru phone. sick talaga ang policies. and they expect you still to inject and complete the spiels that they give you, in just 22 mins!

Kawawa rin ang mga tao sa call centers... They get all the flak from the customers...
Like this, they cannot do anything but explain something that will not make sense with us, customers, because they're limited by the system.....

5202:threadmil:

you are absolutely right! anong malay ng agent sa routing ng calls. very limited lang ang knowledge na tinuturo sa agents other than that wala na maisasagot sila since hindi kasama sa training nila yun, and most agents are fresh grads so kawawa talaga.

I wonder why these big corporation is using the service of call center where in fact it is not effective. Every time you follow up, you have to repeat telling your conern and yet no action is taken.What I hate is there is no continuity and no one to take responsibilty of your call. Sana they can hire someone to take charge of your concern , and he or she nodt doing her work , we can easily pinpoint who is in charge.

call center is an integral part of every company. sino ang makikinig sa complain mo kung wala sila? it is the way these companies get feedback from its customers. well ngayon mostly outsourced ang call centers. cost cutting i guess. maintaining your own call center is quite expensive.