Sprint hangs up on a 1000 callers

[OneTimeSBX]

^^yes, i dont want to have to guess at how to spell your name, Balaji.

i do believe the script is the problem. they should be trained to handle each call individually...thats how i had to do it at Capital One. and unfortunately i would get calls from India where we outsourced to that went something like this...

"hi! my name is Linda from customer service i have a customer who is very upset i transfer them now thank you! (click)"

and then id have to field 100 questions and insults about why "some indian dude" was handling their account...half the time id lie and say they were in texas!!

[_Lisa_]

Originally Posted by OneTimeSBX

^^yes, i dont want to have to guess at how to spell your name, Balaji.

I'm sure your experience as an inbound callcenter agent is different from mine, but its not like we were taking calls from business professionals or even savvy home users. Savvy home users figured it out with the online manuals, or used email, or didn't care what the name of the agent was as long as they could fix the problem.

The type of customer that makes up the majority of our calls, the standard home users, are the kind want to know who they're talking to, and want to be able to say the name of that person. They couldn't get my name right, and its not really all that hard. Elisa, Lise, Lysa, Lesa, etc. I could go on for ages with all the variations of my name that I've heard.

And its not that its even the US companies asking the outsourced callcenters to change the names of the agents, its the the business practice of the outsourced callcenters because they found that it worked to help familiarize the customer with the agent, or it helped the customer feel more at ease, or something. Its so hard to explain what the US company really controls over the outsourced callcenters unless you've seen the inner workings for yourself.