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post #1 of 26 (permalink) Old Nov 24th, 2006, 06:40 PM Thread Starter
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Customer Care Outsourcing

I need to rage for a minute... indulge me.
I am having a problem with my Verizon DSL service, why in Gods name must I deal with a call center in Bangalore India somewhere?
I understand cost saving measures etc.. BUT English is NOT their first language and you constantly have to repeat yourself.
They cant even tell what day it is!!!!!
This was all compounded by a call to United Airlines where the reservationist was ALSO in India?
I cant stand it!!!!!!!!
Im all for globalization but DAMN DAMN DAMN!!!
Needless to say i got NO satisfaction from either organization!!
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post #2 of 26 (permalink) Old Nov 24th, 2006, 08:14 PM
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Re: Customer Care Outsourcing

A sad example of enhancing shareholder value conflicting with customer service.

Cheers,

Carlos

Café Parisien Manager at the WTA's flagship: SS Dementieva.

Bonita Elena:

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Modern day Helen of Troy: No need to launch 1,000 ships
to inspire our hearts to vibrate in unison...together as one
as you gracefully criss-cross 'round the court...to conquer # 1

Can you hear the Seraphim Chorus joyously chanting:
"Lovely Lena, the Slams are soon a-coming"
Even the Heavenly Realm has taken notice
how thy on-court passion--and off-court kindness,
rekindles hope in the sublime, my Earthly Princess;


ˇVamos Rafa! Come on Lleyton! Don't let yourselves be Fed-erized!

Fave Flicks: It's a Wonderful Life, Love Actually, Star Wars OT.
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post #3 of 26 (permalink) Old Nov 25th, 2006, 12:28 AM
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Re: Customer Care Outsourcing

Did you know that at some fast food restaurant drive-thrus, the person you are talking to placing your order is in another country??

I'll see if I can find a link (but it's true)!
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post #4 of 26 (permalink) Old Nov 25th, 2006, 12:35 AM
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Re: Customer Care Outsourcing

I can definitely empathize with you. There is nothing more frustrating that trying to problem solve with someone who you cannot understand.

I have CDO. It's like Obsessive Compulsive Disorder, except in alphabetical order like it should be.
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post #5 of 26 (permalink) Old Nov 25th, 2006, 12:38 AM
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Re: Customer Care Outsourcing

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Originally Posted by drake3781 View Post
Did you know that at some fast food restaurant drive-thrus, the person you are talking to placing your order is in another country??

I'll see if I can find a link (but it's true)!
Well, here is a link. It may not necessarily be in another country, but it could.

Monday, November 06, 2006

Outsourcing the drive-thru window


Some fast food restaurants are now relying on remote call-centers to take their drive-thru orders. That means the next time you speak into a drive-thru order box the person your talking to on the other end of the wires could be miles away.

Remote call-centers for order taking is just part of a comprehensive order effeciency solution offered to fast food restaurants by a company called Exit41.

Another part of the plan is a camera that takes a photo of each customer as they speak their order into the drive-thru box. This photo is then used at the drive-thru window to help the fast food employee match the right food order with the right customer (see photo above).

Exit41's system promises to provide fast food restaurants with increased drive-thru capacity, higher order accuracy and speed, and improve customer satsifaction. Their system is in place in some Wendy's, Burger King, Panda Express and McDonald's locations.

There is an animated illustration and explanation of the features and benefits of Exit41's system on their website.

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post #6 of 26 (permalink) Old Nov 25th, 2006, 12:50 AM
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Re: Customer Care Outsourcing

Hope Americans outsource the presidency of their country...

Cheers,

Carlos

Café Parisien Manager at the WTA's flagship: SS Dementieva.

Bonita Elena:

Russian Aphrodite, ye of the golden smile...and tender lips
Modern day Helen of Troy: No need to launch 1,000 ships
to inspire our hearts to vibrate in unison...together as one
as you gracefully criss-cross 'round the court...to conquer # 1

Can you hear the Seraphim Chorus joyously chanting:
"Lovely Lena, the Slams are soon a-coming"
Even the Heavenly Realm has taken notice
how thy on-court passion--and off-court kindness,
rekindles hope in the sublime, my Earthly Princess;


ˇVamos Rafa! Come on Lleyton! Don't let yourselves be Fed-erized!

Fave Flicks: It's a Wonderful Life, Love Actually, Star Wars OT.
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post #7 of 26 (permalink) Old Nov 25th, 2006, 12:53 AM
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Re: Customer Care Outsourcing

HP recently made a decision to pull its customer service out of India for similar reasons. After they botched the shipping of my laptop (language barrier), I wrote to HP's corporate office and complained. I'm sure I'm not the only one either, which is what prompted the change.

My best suggestion for you would be to send them a written grievance and be very specific about your complaint.
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post #8 of 26 (permalink) Old Nov 25th, 2006, 01:07 AM
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Re: Customer Care Outsourcing

The main problem with Indian call-centers is that their accent is too difficult to comprehend, hindering effective communication.

Cheers,

Carlos

Café Parisien Manager at the WTA's flagship: SS Dementieva.

Bonita Elena:

Russian Aphrodite, ye of the golden smile...and tender lips
Modern day Helen of Troy: No need to launch 1,000 ships
to inspire our hearts to vibrate in unison...together as one
as you gracefully criss-cross 'round the court...to conquer # 1

Can you hear the Seraphim Chorus joyously chanting:
"Lovely Lena, the Slams are soon a-coming"
Even the Heavenly Realm has taken notice
how thy on-court passion--and off-court kindness,
rekindles hope in the sublime, my Earthly Princess;


ˇVamos Rafa! Come on Lleyton! Don't let yourselves be Fed-erized!

Fave Flicks: It's a Wonderful Life, Love Actually, Star Wars OT.
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post #9 of 26 (permalink) Old Nov 25th, 2006, 01:12 AM
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Re: Customer Care Outsourcing

I had the same problem with Verizon DSL and finally emailed them with my problem and they gave me another number to call. I called it and they were all english speaking, so I think they have some call centers in the US too.
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post #10 of 26 (permalink) Old Nov 25th, 2006, 01:18 AM
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Re: Customer Care Outsourcing

I am so bitchy about the outsourcing that I always ask for an English-speaking customer service rep.
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post #11 of 26 (permalink) Old Nov 25th, 2006, 02:17 AM
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Re: Customer Care Outsourcing

Quote:
Originally Posted by Swami_Marjorie View Post
I am so bitchy about the outsourcing that I always ask for an English-speaking customer service rep.
Where I work, we outsource to India and when people ask me for English speakers next time I transfer them, I give them some corporate spiel on equal opportunity employment and everybody at *insert company name here* being equally qualified to serve their needs
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post #12 of 26 (permalink) Old Nov 25th, 2006, 02:37 AM
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Re: Customer Care Outsourcing

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Originally Posted by Yonexforever View Post
I am having a problem with my Verizon DSL service, why in Gods name must I deal with a call center in Bangalore India somewhere?
are you willing to pay the difference?

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post #13 of 26 (permalink) Old Nov 25th, 2006, 03:17 AM
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Re: Customer Care Outsourcing

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are you willing to pay the difference?
can't speak for the thread starter but I know it's money well spent especially when you are talking about computers and such. What bothers me the most is they make them use these 'Western' sounding name but lets not kid, white sounding names and then you hear this accent. My Customer service rep does not have to be american and they certainly don't have to have a traditional western names. To me that practice is direspecful to the worker if they are good enough to work for the company but they are not good enough for the companies' patrons to know, It's basically disrespectful to the customer.(It's basically admiting that even the company knows there are problems with this business plan).

The next 5 years will be very interesting. Jobs are disappearing for the middle class and we will see where these type of jobs head next.
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post #14 of 26 (permalink) Old Nov 25th, 2006, 05:56 AM
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Re: Customer Care Outsourcing

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What bothers me the most is they make them use these 'Western' sounding name but lets not kid, white sounding names and then you hear this accent.
i hear yah Rocketta, don't really disagree with anything you've written.

pretty sure you already know the anglo name change supposedly helps some customers bridge the cultural divide. truth is, there are bunches of folks that will never orally wrap their tongue around Vengsarkar or such like ...

my son, has an Ethiopian name, two syllables. i thought it would be pretty easy to pronounce, by no means is it a tongue twister. after a while ... he used his middle name exclusively for folks outside the family.

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post #15 of 26 (permalink) Old Nov 25th, 2006, 06:05 AM
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Re: Customer Care Outsourcing

Quote:
Originally Posted by Yonexforever View Post
I need to rage for a minute... indulge me.
I am having a problem with my Verizon DSL service, why in Gods name must I deal with a call center in Bangalore India somewhere?
I understand cost saving measures etc.. BUT English is NOT their first language and you constantly have to repeat yourself.
They cant even tell what day it is!!!!!
This was all compounded by a call to United Airlines where the reservationist was ALSO in India?
I cant stand it!!!!!!!!
Im all for globalization but DAMN DAMN DAMN!!!
Needless to say i got NO satisfaction from either organization!!
i FEEL your pain.

it is HARD, but i think one way is too deal with only places who use american or canadian call centers.

apple for example uses american and canadian workers to take orders and address issues. (calling at like 4am est will get you straight to canada. its fun to ask them what a particular apple product is "about"

continental also uses american workers to take orders.

godaddy does also.

there is one company i want to jetblue, that has no call centers instead its calls go to home wifes and house husbands in the midwest that work from home.

"racism is dead, it died when MLK walked on a bridge and freed the slaves. Now we have a socialist Kenyan president who is not an American and if anyone mentions race they are a reverse racist (while racism is dead, reverse racism is alive and well.) #whattheyteachyouatfox"
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