Superhub : Offshore call centre knowledge

[kwikbreaks]

Originally Posted by Masque

We are supposed to offer a first time resolution, so if you are fobbed off that will not happen.

It depends on what Is classed as a successful resolution. If that is being able to get shot of the customer without them complaining it's hardly a proper resolution. For instance the firmware bug in the Superhub produced frequent hangs and every one could be "resolved" by rebooting it which is doubtless the very first item on any fix list. A billion reboots won't fix the actual problem though.

[Russ]

Originally Posted by kwikbreaks

It depends on what Is classed as a successful resolution. If that is being able to get shot of the customer without them complaining it's hardly a proper resolution. For instance the firmware bug in the Superhub produced frequent hangs and every one could be "resolved" by rebooting it which is doubtless the very first item on any fix list. A billion reboots won't fix the actual problem though.

Not sure of the exact timescale but it's classed as a first-time resolution if the customer doesn't call back within, say 24 hours. It can be unfair though, because an agent may fix a customer's issue but if they call back straight away because they forgot to ask something then the agent loses their FTR for that call.

The moral of this is if you get through to India and they're useless, the best thing you can do is call them straight back as it goes against them.

Saying that though, many customers are so exasperated with the awful service that they have no desire to ring back.

[Peter_]

Originally Posted by kwikbreaks

It depends on what Is classed as a successful resolution. If that is being able to get shot of the customer without them complaining it's hardly a proper resolution.

Luckily myself and colleagues do not work that way but not for much longer.