Technical Support

Truth in "outsourcing".



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Well....... as someone who worked as a call centre representative for 3 years, I have a few comments!

I realize there are a lot of reps that don't care at all about what happens to the customers they speak to; however, it's not true to say that all of them don't give a crap.

I really didn't appreciate phone calls when people would complain that "everyone they talked to before was from India and didn't know anything about what they're supporting" Especially considering that the company I worked for didn't have any reps in India, but they did have people with accents.

These videos and complaints I see and hear about annoy me too. It's always focused on the "poor customer". That "poor customer" should put themself on the OTHER end of the line. When people call in screaming, complaining, insulting, and are completely irate about something that the rep had no control over, then the "poor customer" should see how it feels to be "crapped on" by someone they don't know.

A lot of the time, the rep will know what the problem is, and will know how to fix it, but it is not within his or her "support boundaries" to tech the problem. If that person were to help, he or she could easily get fired. This is not in ALL cases, but it does happen regularily.

Hehe, now I'm getting myself worked up over it and I'm going to stop there! I'm not trying to cause an argument over this because yes, I do realize that there are problems with outsourcing. I just want people to realize that respect goes both ways when it comes to this, and don't judge someone's knowledge on something just because he or she has an accent or is from another country. Where I worked we had excellent reps and we had terrible reps. It's the same at every call centre.

I work for an outsource company directly under Univeristy of Illinois at Chicago, that's pretty much how it works w\us too. Although we are only about 10 or less miles from the hospital (compared to overseas), we don't have full access and it takes month to get bills that should take hours to get. Also, we have several clients besides UIC, so when we answer the phone we just say "Hello, Business Office" because we don't wanna say UIC when they patients from St Anthony or Advocate. Sigh, I understand that guy, the first guy I mean ROFL

In the credits of the "Call Center" movie you can see most all of the names are Hindu(?)

Great sense of humor there!


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dougall = banned? Or is that just for joking around??



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Thanks to this thread I dreamed about working at a call center again!
*cries in horror*

hehehe