Sprint hangs up on a 1000 callers

[33girl]

Originally Posted by _Lisa_

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.

I'm probably not going to say their name, unless they do something to piss me off, and in that case I'm going to ask for a spelling to write it down anyway. Hell, I know half the born and raised in America people can't spell my name (first OR last).

Everyone knows outsourcing to India & other places is happening, to pretend otherwise doesn't help the company.

[AlphaFrog]

Originally Posted by 33girl

I'm probably not going to say their name, unless they do something to piss me off, and in that case I'm going to ask for a spelling to write it down anyway. Hell, I know half the born and raised in America people can't spell my name (first OR last).

Everyone knows outsourcing to India & other places is happening, to pretend otherwise doesn't help the company.

I work for a company where we DO ask for names anytime we call customer service for another company (not my rule) - so I appreciate having to write Julie instead of Jubin or Joobun or however.

[_Lisa_]

Originally Posted by 33girl

Everyone knows outsourcing to India & other places is happening, to pretend otherwise doesn't help the company.

I know my company doesn't pretend, and I can't think of one that I've called who does?

[RACooper]

Good for them - when I worked in Consumer Relations back in the day we did develop a list of customers that were "cut-loose" or even blocked from calling the call centre because of their constant harassment and completely facetious complaints... ultimately it came down to the simple economic fact that these 'uber-troublesome' customers were negatively impacting customer service by eating up so much time and resources, time and resources that should have been going to customers with legitimate concerns or questions.

Funny thing was that some of these troublsome twits developed such a terrible reputation that even the compitetion refused to deal with them (and between Unilever and P&G that made up a huge block of the market).

[Kevin]

Originally Posted by _Lisa_

I know my company doesn't pretend, and I can't think of one that I've called who does?

Off the top of my head, Dell and Linksys. A couple years ago after a huge Earthquake in India, I was talking to Dell customer service. While we were waiting for some diagnostic to run, I had a nice chat with "Mike" or whatever the person's name was about his family and how they were doing and whether they were okay, etc. I don't mind it at all. As long as the person I'm talking to knows what they're doing, I'm happy. I've received excellent service from foreign call centers in the past. If they keep the price of the end-product low, I'm all for it.