Outsourcing to India-grrrrr

[LeslieAGD]

Just a tip: with some companies, if you ask the call center rep to elevate your problem to a "level 2" situation, you get to talk to someone in the U.S.
They are usually pretty surprised you know what that is, and not all companies handle it the same way, but maybe this will help some people.

[SthrnZeta]

Originally Posted by LeslieAGD

Just a tip: with some companies, if you ask the call center rep to elevate your problem to a "level 2" situation, you get to talk to someone in the U.S.
They are usually pretty surprised you know what that is, and not all companies handle it the same way, but maybe this will help some people.

That sounds very government conspiracy... does that actually work??

I saw on 60 Minutes that you can press 2 for Spanish and you can usually cut your wait time a huge amount - they usually speak English just as well anyway.

[_Lisa_]

Originally Posted by LeslieAGD

Just a tip: with some companies, if you ask the call center rep to elevate your problem to a "level 2" situation, you get to talk to someone in the U.S.
They are usually pretty surprised you know what that is, and not all companies handle it the same way, but maybe this will help some people.

This doesn't work everywhere, in my own company we have 3 levels of support & they all exist in the foreign callcenter. On the other hand, you can often request a callback by someone in the US, or at least someone from the US in the foreign callcenter. My company has a US management representative in our Bangalore callcenter every day of the year.

Originally Posted by AlphaFrog

Yep. And really, how many times when the person says, "Hello, my name is Joubion, can I help you today?" are you actually going to say, "Well, Joubion, my problem is...". I don't think I've EVER addressed a CSRep by their "name".

I know our agents are required to give their "names" because they don't have employee ID #'s. Customers often get upset & request ID #'s because "you can't be the ONLY Lisa in that WHOLE callcenter!" Even if I am the ONLY Lisa in the whole callcenter, we can easily look up who you were talking to with just the phone # you called in with, and I don't mean referencing a call log, I mean actually delving into our phone system to see who you were routed to. Giving their names is supposed to just be polite.