Quote:
Originally Posted by Russ B
You seem not to think this way but I feel totaly justified in being disatisfied with a section of VM's service over my recent experiences. 9 different people failed to spot the problem and the common denominator was they were in in the Indian callcentre. 1 UK agent spots the problem almost immediately.
You don't see anything wrong enough there for me to justify my post?
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As I said this seems to be a problem with the whole call centre and the training they are given. They could have opened this up in somewhere else in the Uk and done the same thing. It seems clear the idea of the call centre is to just employ people with technical or PC knowledge and just give them a script to use to solve the problems. Anyone of us who work in this industry know that doesn't really work and leads to all sorts of problems.
If call call centre was staffed by people who had been on a proper training course and were knowledgable to start with before they got the job then I don't think it would have been a problem.
By just giving the call centre the ability to read from a script they will never solve all the problems and will lead to customers being angry and upset but that could happen if this same call centre was in the UK with the same processes