Quote:
Originally Posted by 33girl
The American name thing is absolutely insulting. It's trying to "trick" the customer into thinking the agent is in the US.
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I think this is what it seems like, but I don't think that is the intention especially on the agent level. Maybe the management of the company sees the benefits of trying to "trick" the customer, but it also helps the customer to remember who they spoke to for the next time they call in, or it helps them feel like they can communicate with the agent a bit better because they know how to say their name. Amaranath, Srikanth, Sridhar, Amit, Anil, Balaji, Hema, Shunmugam, & Jitender would rather spend more time helping the customer with the problem then trying to tell the customer how to spell or say their name.
Quote:
Originally Posted by 33girl
If the companies who outsource don't get better at it, it'll cost them all the money they're saving doing it.
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The companies who outsource can't get better at accents & scripts, its the company that gets paid who handles those things. Its crazy how we'll send over training material to our outsourcing "partner" and they turn it into scripts for the agents. Its not the business practice of our company, but the business practice of their company. They do it for every campaign that uses their services. The agents get training, not just on the material & the products, but they do get training on the language as well. In fact, if the language trainer doesn't approve you for the phones, you don't get the job. The language trainer is usually someone from the US (the trainer for our campaign is some sassy dude from NYC, he yells all the time "Its WORK, NOT WARK"). And we do have people here, who used to the be in the callcenter before it was outsourced, that do call monitoring, or handle extreme issues from the customers.
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