Posted on 09/29/2005 6:19:46 AM PDT by Cagey
Engineers!
I'm trying to imagine the confusion between the accents of someone in India and someone from the Piney Woods of East Texas.........
I've talked to two CSR's this week. Both with major US companies, one a bank.
The first was 'Brian' the second Miss Jones.
Both had accents so thick I caught about every third word.
I would love for them to be honest as to who I'm talking to.
I made up my mind the next time one of them gives me the phony name I'm going to say,
"Call me Mahatma".
Thank you for welcoming me call. This is Bob how may I gracious your call direct.
I manage a world-wide IT call center which is primarily based in Houston. Prior to the hurricane the management of the company asked for a solution that allowed us to offer our Gulf Coast employees the ability to call in and report their status or get information about the status of the company. We decided to use our normal 800 number that our employees call in for IT support.
We worked pretty much right up until the storm setting up the system but we had it running and it was heavily used by our employees after the storm. For staffing we ended up using fellow employees located in Arkansas, Oklahoma, California, Canada, Norway and Singapore. I even had to use the number to report I had lost power.
We did try to get someone outside to monitor the system but we were not able to find any companies willing to take over in such short notice and for such a short time. That is when I asked for volunteers and was very pleased when my fellow coworked jumped at the chance to help.
So you know outsourcing has been discussed and investigated but we still feel it is a better business model for us to keep our call center in-house.
Yep. it would take a government training program costing taxpayers billions educating them to answer the phones, doncha know?
Engineers indeed.
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