Thursday, April 28, 2005

Over there.

So we are expecting a visit from representatives of the Undisclosed Computer Software Company� on Tuesday. They will be listening to calls and what? Doing something about the customer complaints about service in foreign countries? Not fucking likely.

Most likely it's all for show. Make it look like they give a shit, when all they really care about it that the foreign country call center costs them a fourth of what ours cost them. Never mind that customers complain they can't understand a word they say, that half of my job consists of fixing the shoddy job that they do. The cases created incorrectly, the cold transfers without cases who don't even end up in the right department.

Customer of the Undisclosed Customer Service Center� typically now speak to 4 or 5 different departments before ever reaching the one they need, when one agent and one tech are all they should ever speak to. Something tells me that that will not change anytime soon.

No matter how well we do our job, no matter how high our customer satisfaction surveys are, the bottom line will be what drives the decisions. I can see the future and it consists of all customer service being handled by our favorite foreign country.

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