Quote:
Originally Posted by Nopanic
I'm not very bright .. so you'll have to forgive me if I'm just not reading your posts correctly ..
Didn't you start off by saying people should be grateful for whats offered and should move house if the employer needs them to ? Now you're saying working hours are unreasonable .. ?
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I do not recall saying that people should be grateful, I do believe that employees should relocate if necessary and appropriate.
I can't comment on the working hours in Swansea compared to Albert Dock, as I haven't received a response to my questions regarding the working pattern of the latter.
When I said that the new hours were "inconvenient", I was quoting Masque, although not verbatim.
I hope that this clarification has been of help
Quote:
Originally Posted by Sirius
At last you have posted something i can agree with fully  |
The main reason a company will use an offshore call centre is because they think it will be cheaper.
With VM, I find that their offshore operation often winds customers up with their robotic droning on, nonsense responses and inaudible/accented speech. I believe that this impacts on customer goodwill and probably leads to churn.
They invariably go through the script and then try to book an engineer, when it is obvious to anybody that this is inappropriate.
It would be interesting to hear from engineers as to how much of their time (and company money) is wasted because of this.
I'd like to bet that this eats into most, if not all, of the perceived savings.
This, coupled with the customer care implications, leads me to believe that call centre operations should be done in house.
An added benefit of this would be the fact that, instead of making redundancies, VM would actually be taking ON staff and that benefits everybody in the UK.
Some companies have actually taken a concious decision not to outsource abroad because of the reasons stated or brought operations back in house.
I have made my views known to VM management on many occasions when the subject arose, but, at the end of the day, the decision is up to them
