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Originally Posted by dellwear
But you have to ask why retention is so bad, its because the targets are usually too high and the company treat the call centre staff with utter contempt.
I've worked in several call centres and I can tell you they are horrid places to work, most (not all) company's aren't that bothered about their call centre turn over, they don't care because there are others waiting to walk in where others have walked out.
I think your wrong there, most DO care that they are speaking with someone on the other side of the world who has little or no knowledge of the product they are supporting.
I rang Dell on a support matter and got through to India, the guy I spoke with couldn't understand what I was asking because it wasn't on his script. Then when I asked for a UK (or Ireland) number for Dell he put me through to his "supervisor" who cut me off when I said that I wanted to speak with someone who could understand what the problem was with my computer.
In the end I rang the Ireland sales number and the guy who sold me the computer put me through to a support guy in Ireland who diagnosed my problem and sorted it.
He also said that he would pass my comments on about my Indian call centre experience, and obviously Dell management have acted on mine and other's. Some how I really don't think that Ntl would, do you??
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you obviously have knowledge of working for call centres where I dont have that experience, I am amazed that they so easily cope with the turnover of employees as they do. I know ntl had a very bad attitude towards staff turnover and when a very senior person was asked they said "there are plenty more people out there" In this instance they were answering a question about a big turnover of engineers, the management also thought that skilled engineers would be queing up at the door as quick as they pi**ed people off into leaving. This is not the case because it's allways better to keep good skilled people than waste money finding and training new ones.
People may say there are plenty of jobs out there, but the company that I am currently working for are having a terrible job finding suitable people to employ.
There is another load of jobs posted on the board again last week due to expansion, unfortunately they have just starved all the resources in the local are and have been looking further afield to get people to re-locate in the area for some time.
Yes, I think there are still many jobs I will agree but the big problem is matching jobs to skills. Just ask all the engineers with SDH experience how rosey it's been looking for them over the last 2 years, even the sought after cisco trained people are probably finding it difficult in an industry that became over supplied with these skills.
I am working with someone who has recently spent 6 weeks having problems with the Dell Indian callcentre, he was promised next day delivery for a new laptop and spent nearly 6 weeks getting it cancelled only for it to turn up 2 days later. He also had to speak to Ireland in the end to get some sense!