I speak English.I was born in the US. That's not my fault! I pay for good customer service. People who are in this business should be made to take classes or something!
This is my pet peeve. I verify ins. every day and ususally end up talking to someone on the other side of the planet!! Help!!
2006-09-13 14:34:46 · 9 answers · asked by s_kay0113@sbcglobal.net 1 in Society & Culture ➔ Languages
get a new job, because due to Bush letting his cronies have all the big contracts for jobs that are then outsourced to non-english speaking countries you are hosed. I usually hit the speak to somebody in spanish so that I can get somebody who at least understands what I am saying.
2006-09-13 14:42:43 · answer #1 · answered by Niche Jerk 4 · 1⤊ 1⤋
As a member of management in a customer service call center, I can tell you that you're not paying for good service unless you're calling a local number. The call center that I work in doesn't have an 800 number, it's long distance for the majority of the country. Many of our customers feel it's an inconvenience that they're willing to pay for. Our reps all speak a minimun of one language fluently (many two, and I speak three) and we are some of the brightest reps and agents you'll find.
Why is that? due in part to the nature of my company (I'm not saying the name, but I will admit that it is an MLM company) we depend on customers. Unlike other companies where customer satisfaction means nothing in sales, my company needs happy customers otherwise we don't get more profit. My company has an attitude that we need our customers.
Another issue, more direct to your concern is how much you're willing to do on your own. My company has about 1.5 million customers.....very small. My department only takes about 15,000 calls a month. That means that our customers are self-reliant. They don't call us unless there's a mistake........how many times have you called to get help when it wasn't corporate fault? How good are you at the internet? How well can you read a bill? Your literacy and comprehension impacts how call centers can support you.
Keep in mind,too, as frustrating as it may be that you have to call outside of the country, why are you purchasing from a company that supports outsourcing? As a call center worker, I will tell you that I don't buy products from any company that outsources customer service. If teamsters can do it, so can I! Are you willing to stand behind your convictions? Don't buy from a company that offers you foreign service!
Oh, another thing. Why don't you go ahead and get upset over the fact that this is the most 'benefits' driven company in the world? The average corporation literally would go bankrupt employing 300 english speaking, barely G.E.D.-educated single parents of 4 who demand 8 hours, smoke breaks and stock options. (Call centers are one of the few places other than fast food that don't require ANY special education now days). Blame that whole 'american way of life'. You can't have your cake and eat it with out someone else buying it. If you want them to stop out-sourcing, why not ask your government to LOWER minimum wage for a change? A lower minimum wage, fewer benefits and customer complaints might bring that service right back home.
2006-09-13 22:50:21 · answer #2 · answered by loboconqueso 2 · 0⤊ 0⤋
Outsourcing for this type of thing is good now in the New Millenium. I have friends who work in call centers in the Philippines and their English equivalency requirement is fairly demanding. In addition to this, they are giving daily briefings about American idioms and commonly used expressions as well as tested on cultural and social matters concerning the US and Canada.
It is frustrating when call centers in other countries don't have the same standards. It wouldn't be so bad if you could just hang up and try to get someone else who speaks more understandably. The main problem is the interminable wait on most of these customer service lines and not being able to reach the service representative in a timely manner.
2006-09-13 22:23:16 · answer #3 · answered by crowbird_52 6 · 0⤊ 0⤋
This is one of my current major pet peeves....................for two reasons. We should be able to understand the people who are "customer service" AND why are we outsourcing all of these jobs THAT COULD BE EMPLOYING AMERICANS!!!!
I WOULD RATHER PAY MORE FOR PRODUCTS THAN TAKE AWAY AMERICAN JOBS AND DON'T GET ME STARTED ABOUT HOW YOU CANNOT BUY ANYTHING NOT MADE IN CHINA!!!
At first I decided to start boycotting those companies who do this and then figured out that most of them do................I always breathe a sign of relief when I get a real genuine English speaking American on the other end of the line b/c I know I will be able to understand them AND AN AMERICAN IS BEING ALLOWED TO MAKE A LIVING.
2006-09-13 21:49:17 · answer #4 · answered by Anonymous · 0⤊ 0⤋
It is not just in customer service that you frequently find someone you can barely understand. Nursing is another place this happens a lot.
with the customer service issue, much outsourceing has been done and often you are speaking to someone in India rather than in the states. (ain't technology grand)
It can be frustrating I agree, however, we are the only country I know of that is not bi-lingual. Perhaps things would be far better if languages were a requirement rather than an elective in schools.. it is a defect in our nation that we are not at least bi-lingual.
2006-09-13 22:09:44 · answer #5 · answered by Silvatungfox 4 · 0⤊ 0⤋
My bank outsources to India for their customer service people. Sometimes it is impossible to understand what the hell they are saying. the advice I was given was to always ask for a supervisor. Veryoften the call gets transferred back to the states and you will speak to someone whom you can actually understand.
2006-09-13 21:43:16 · answer #6 · answered by Anonymous · 0⤊ 0⤋
I have gotten people like you describe. It hardly sounds like they are speaking English. If American companies are going to outsource customer service, the least they can do is be sure their representatives are understandable.
2006-09-13 21:40:10 · answer #7 · answered by celticwoman777 6 · 0⤊ 0⤋
I'm an Australian and we have the same problem here ----- most times if you ask to speak to a supervisor ----- No! Sorry -they like to be called ''Team Leaders'' you will get some-one with a better than basic grasp of the English language ----- usually back-routed to your own country!
2006-09-13 21:56:45 · answer #8 · answered by rjr 6 · 0⤊ 0⤋
When they hang up from
you, they call me and try
to sell me insurance, credit
cards, and aluminum siding!
It is all about their
HUMAN RESOURCE
Department.
They do the hiring/firing.
See if you can get in
touch with them.
Maybe say, "Please
connect me with your
human resource department."
Gude Ruck----
2006-09-13 22:01:14 · answer #9 · answered by NANCY K 6 · 0⤊ 0⤋