Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.


View this topic in a long page with up to 500 replies per page Create new topic
1 | 2 | 3
573 posts

Ultimate Geek
+1 received by user: 3

Trusted

  # 111933 20-Feb-2008 20:30
Send private message

Errrrr, if anything, I'd say these guys have MORE call centre experience than some of the twits they hire in call centres locally. A *lot* of the locals are hired straight out of high school...Frown

At least outsource companies such as TeleTech have been doing it for a long time - and for a lot of different organisations. Remember, they're not just picking up random locals off the streets of the Philipines and giving them a laptop and a headset.

457 posts

Ultimate Geek

Trusted

  # 112015 21-Feb-2008 09:32
Send private message

willnz: Errrrr, if anything, I'd say these guys have MORE call centre experience than some of the twits they hire in call centres locally. A *lot* of the locals are hired straight out of high school...Frown

At least outsource companies such as TeleTech have been doing it for a long time - and for a lot of different organisations. Remember, they're not just picking up random locals off the streets of the Philipines and giving them a laptop and a headset.


I didn't say they would have less call center experience and I am not talking about new staff!
( A *lot* of the locals are hired straight out of high school..)


Go back and read the post again. You can't tell me that you cannot tell the difference between someone with 'The Experience', the kind you can't really describe and someone that doesn't have it. Are they going to send experienced Telecom reps overseas so they can support and train these guys and not just for a month, it's an ongoing thing. I don't think so.

And I have to say, is it not better to hire someone straight out of a New Zealand school, train them and hire them, and build New Zealand. I can't think of anything more annoying than the thought that when my son is old enough to start work, he might not get a particular job because someone that's not even in the country got it instead!

Come on, you can't really say you would prefer large organizations to invest overseas than in the Nea Zealand Economy. (hmm let me see, help build NZ's Economy - help build Manila's Economy) I know which I would prefer!

 
 
 
 


307 posts

Ultimate Geek


  # 112052 21-Feb-2008 11:52
Send private message

Have you ever read an employment ad for a call centre?  They use the most glowing terms, but I wouldn't want to work in one. 

(Oh, yeah, I forgot, I'm Australian, I couldn't possibly offer any 'experience' whatsoever, even though I have lived here for over 12 years in total...) 

But hey, if a company can't get staff within NZ, they have to do something, don't they...

I might get upset if I can't get sense out of Dealer Support, though!!!!!!

1141 posts

Uber Geek
+1 received by user: 120

Trusted

  # 112057 21-Feb-2008 12:15
Send private message

mobygeek:

(Oh, yeah, I forgot, I'm Australian, I couldn't possibly offer any 'experience' whatsoever, even though I have lived here for over 12 years in total...)

But hey, if a company can't get staff within NZ, they have to do something, don't they...


I don't think there's really any need for that comment about being Australian. Where did that come from?

Also, who says the company can't get staff within NZ - there is no shortage of staff, it's just a cost-saving exercise.

346 posts

Ultimate Geek
+1 received by user: 1


  # 112100 21-Feb-2008 16:27
Send private message

Actually, there *is* a shortage of good call centre staff in NZ.

Most people don't suit the call centre environment, and many that do wouldn't want to work in one anyway.

And there are lots of call centres crying out for staff - therefore putting even more pressure on recruiting enough people.




Your mother was a hamster and your father smelled of elderberries


3000 posts

Uber Geek

Trusted

  # 112120 21-Feb-2008 17:52
Send private message

There is a big difference betwen "call centre staff" and "good call centre staff" just ask any manager.

Then there is the stigma about call centre/helpdesk roles, they are often only considered a "step between" or "foot in the door" by many.
You apply for a technical support role and hear a mention "telephone based" and remember your first telemarketing job when you were 19 and go instantly cold.

573 posts

Ultimate Geek
+1 received by user: 3

Trusted

# 112161 21-Feb-2008 21:25
Send private message

paradoxsm: ...remember your first telemarketing job when you were 19


You started late - I was 13!Tongue out

 
 
 
 


8033 posts

Uber Geek
+1 received by user: 845

Subscriber

  # 112310 22-Feb-2008 15:27
Send private message

cokemaster: Could you point out the bit where it states that kiwis would be losing jobs?


Feb 22.2008 Dompost Page A10  "400,  123 call center staff in Hamilton will losse their jobs"




Regards,

Old3eyes


1141 posts

Uber Geek
+1 received by user: 120

Trusted

  # 112316 22-Feb-2008 15:42
Send private message

old3eyes:
cokemaster: Could you point out the bit where it states that kiwis would be losing jobs?


Feb 22.2008 Dompost Page A10 "400, 123 call center staff in Hamilton will losse their jobs"


yeah... *if* they move the entire operation there. it's not a given.

2106 posts

Uber Geek
+1 received by user: 34


  # 112407 23-Feb-2008 01:28
Send private message

I happen to work in the same building where Telecom 123 are located, and have a few friends employed there also. It seems like its just a dollars and cents thing really i suppose. I mean the purpose of outsourcing, bottom line is to minimise expenses and maxmise profits without hopefully compromising on top quality customer service. From what i understand 40% of calls will be routed to Manila. I read the article only once, so correct me if im wrong, but with the 4 month trial, then there wont be any job losses during this time. If it is a success eg, there hasnt been a huge customer backlash from bad customer service during these 4 months then naturally the number of salaries paid to service these 40% of calls would be waived. Im guessing that these x number of salaries would be better spent on x + many more salaries in manila (im assuming that the average customer service salary in manila is far less than what it is in NZ). That means the equivalent of more calls answered at any given time and less customers waiting too long in the automated queues. 123 is sales driven and the reps there are al encouraged to reach certain targets etc to achieve more in their personal bonuses. From an expenses and profit point of view, outsourcing  is perfectly logical.

Customer service itself though? That's a different story altogether. Im sure that the 123 Trainers in Manila will be doing their darndest to ensure there is no loss of quality service eg, full and proper training, call observations and the quality assurance checking etc.

Though, it's easy to get quite cynical about what kind of customer service one would get from someone overseas. Sitting at the lunch table, this was an example of a "scenario"..

Customer: "About bloody time, ive been waiting 25 minutes to get through and got lost talking to that recorded lady.. damn annoying you lot.. anyway.. its jack from dairy number 67843, old main south road, kaukapakapa, wanting to get a new account organised, sorry my spelling isnt the greatest..  kaukapakapa is spelt i think c-o-w-c-o-p-p-e-r-c-o-p-p-e-r..., the council have changed the fire numbers as well in the area so im not sure exactly what the new number is also, but we're 12.5km from the main highway junction"

123: " okay so that c o w c o p p e r... jack do you mind holding please? "

Customer: "yeah no worries mate"

10 minutes later ...

123: " sorry jack, unfortunately i cant find cow-copper-copper.. do you have any other information??"

Customer: "crikey, i nearly hung up after all that, bet you dont know where that is huh.. where abouts are you based??"

then it goes downhill from here.. lol

okay its a very cynical view, but to be honest, its not entirely unrealistic as well.

Again, from a strictly dollars and cents point of view.. it makes perfect sense.. from a customer point of view and customer service points of view... will the current level of service be maintained? Im not entirely convinced. Having been involved in customer service for 12 years with various government departments it's interesting to follow.

my 2 cents worth :)




- Telstra HTC Touch Pro2 - Energy ROM WM6.5.5 20 Oct/Cyanogen Mod Froyo 2.2 - R.I.P
- AT&T Galaxy S Captivate 16GB on XT (now with brother)
- Samsung Galaxy S2 on XT- Runs ICS 4.0.3 Resurrection Remix 9.2
- Business Hours - Work In The Electricity Industry, After Hours - DJ/Turntablist - Will Scratch Vinyl For Free'
- What's next??? S3?

Nate wants an iphone
3906 posts

Uber Geek
+1 received by user: 33

Mod Emeritus
Trusted
Lifetime subscriber

# 112436 23-Feb-2008 09:53
Send private message

Damager:
Customer: "About bloody time, ive been waiting 25 minutes to get through and got lost talking to that recorded lady.. damn annoying you lot.. anyway.. its jack from dairy number 67843, old main south road, kaukapakapa, wanting to get a new account organised, sorry my spelling isnt the greatest.. kaukapakapa is spelt i think c-o-w-c-o-p-p-e-r-c-o-p-p-e-r..., the council have changed the fire numbers as well in the area so im not sure exactly what the new number is also, but we're 12.5km from the main highway junction"

123: " okay so that c o w c o p p e r... jack do you mind holding please? "



I'm a 'New Zealander' and if I was presented with that, I wouldn't be able to get the right spelling for that. Unless I had a list of places which could be searched by letters or common misspelling....





webhosting |New Zealand connectionsgeekzone IRC chat
Loose lips may sink ships - Be smart - Don't post internal/commercially sensitive or confidential information!


307 posts

Ultimate Geek


  # 112438 23-Feb-2008 10:06
Send private message

My mother, who knows everything and will just tell you to shut up if she thinks you're wrong (!!!), reckons when she worked in a call centre in Sydney, they had to look up the weather and news for the other areas (eg Perth) so she appeared to be there... 

Hey, the world is at your fingertips when you have internet... 

So, our friends from the philipines will have a good grasp of english, be polite, have good ethics, maybe, eg not lie, and probably be well educated.  (That's a whole new topic for that country - you have to pass preschool to get to the next level...) 

So, will they have a good wage by their country's standards?  (The happier they are the better the service?)

I would like to think the workers weren't being ripped off. 

199 posts

Master Geek
+1 received by user: 7

Subscriber

  # 112464 23-Feb-2008 12:40
Send private message

I really don't see the problem if Telecom want to outsource their call centre.  Provided the outsourced call centre can provide the level of service that customers need, I don't think it matters.  Having dealt with other call centres in Manila before (Cisco, Linksys etc) they're perfectly fine, and if anything they have better English than the majority of the idiots I deal with in call centres here.

So some jobs are lost, that's called competition - Telecom have a responsibility to their shareholders to deliver the best results they can, if it means they need to cut call centre costs, good on them.  Telecom's responsibility as a company is not to keep unskilled staff who demand a high wage employed.  If the call centre staff here don't like it, then offer yourselves at a lower wage rate to Telecom, or retrain and find another job.

2106 posts

Uber Geek
+1 received by user: 34


  # 112469 23-Feb-2008 13:01
Send private message

cokemaster:
Damager:
Customer: "About bloody time, ive been waiting 25 minutes to get through and got lost talking to that recorded lady.. damn annoying you lot.. anyway.. its jack from dairy number 67843, old main south road, kaukapakapa, wanting to get a new account organised, sorry my spelling isnt the greatest.. kaukapakapa is spelt i think c-o-w-c-o-p-p-e-r-c-o-p-p-e-r..., the council have changed the fire numbers as well in the area so im not sure exactly what the new number is also, but we're 12.5km from the main highway junction"

123: " okay so that c o w c o p p e r... jack do you mind holding please? "



I'm a 'New Zealander' and if I was presented with that, I wouldn't be able to get the right spelling for that. Unless I had a list of places which could be searched by letters or common misspelling....



and that's my point .. a rep with the new zealand experience would instinctively know  that perhaps there is no cowcoppercopper but that the "cow".. could actually be a "kau",. and make and from there you make quick inroads into the customer's query... customer service is about interpreting the customer's needs in a professional and timely fashion. customer service worldwide is generic but broad experience with own place names, culture etc makes the customer's experience a much better one.

Good Luck 123! :)

Just found out one of my mates from 123 is in Manila training, ill hit her up when she returns :)




- Telstra HTC Touch Pro2 - Energy ROM WM6.5.5 20 Oct/Cyanogen Mod Froyo 2.2 - R.I.P
- AT&T Galaxy S Captivate 16GB on XT (now with brother)
- Samsung Galaxy S2 on XT- Runs ICS 4.0.3 Resurrection Remix 9.2
- Business Hours - Work In The Electricity Industry, After Hours - DJ/Turntablist - Will Scratch Vinyl For Free'
- What's next??? S3?

1141 posts

Uber Geek
+1 received by user: 120

Trusted

  # 112560 23-Feb-2008 21:45
Send private message

bender: ...better English than the majority of the idiots I deal with in call centres here.


That's a bit unnecessary.

If the call centre staff here don't like it, then offer yourselves at a lower wage rate to Telecom, or retrain and find another job.


Of course they don't like it - they are facing the possibility of losing their jobs. You're acting like they've only got themselves to blame, because they take home a rate of pay that is more than someone in Manila would get. Do you really think individual call centre staff get to "offer" their rate of pay? And do you really think they could afford to live in New Zealand on the same rate of pay as Manila?

Unfortunately this is modern business and economics, but don't blame the people who get caught in the crossfire.

1 | 2 | 3
View this topic in a long page with up to 500 replies per page Create new topic



Switch your broadband provider now - compare prices


Twitter and LinkedIn »



Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





News »

New Zealand PC Market declines on the back of high channel inventory, IDC reports
Posted 18-Jun-2019 17:35


Air New Zealand uses drones to inspect aircraft
Posted 17-Jun-2019 15:39


TCL Electronics launches its first-ever 8K TV
Posted 17-Jun-2019 15:18


E-scooter share scheme launches in Wellington
Posted 17-Jun-2019 12:34


Anyone can broadcast with Kordia Pop Up TV
Posted 13-Jun-2019 10:51


Volvo and Uber present production vehicle ready for self-driving
Posted 13-Jun-2019 10:47


100,000 customers connected to fibre broadband network through Enable
Posted 13-Jun-2019 10:35


5G uptake even faster than expected
Posted 12-Jun-2019 10:01


Xbox showcases 60 anticipated games
Posted 10-Jun-2019 20:24


Trend Micro Turns Public Hotspots into Secure Networks with WiFi Protection for Mobile Devices
Posted 5-Jun-2019 13:24


Bold UK spinoff for beauty software company Flossie
Posted 2-Jun-2019 14:10


Amazon Introduces Echo Show 5
Posted 1-Jun-2019 15:32


Epson launches new 4K Pro-UHD projector technology
Posted 1-Jun-2019 15:26


Lenovo and Qualcomm unveil first 5G PC called Project Limitless
Posted 28-May-2019 20:23


Intel introduces new 10th Gen Intel Core Processors and Project Athena
Posted 28-May-2019 19:28



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.


Support Geekzone »

Our community of supporters help make Geekzone possible. Click the button below to join them.

Support Geezone on PressPatron



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.