Vodafone outsourcing 777 to Egypt?

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cranz

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#110567 14-Feb-2008 11:35

grow up ...

Sums it up nicely..

And you wonder why places don't give you "customer service"

paradoxsm

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#110575 14-Feb-2008 12:03

Mate whom did the call (recorded) is 17, He did learn a valuable lesson the other day as he has recently started working for a bank call centre, His attitudes are certainly different now he got screamed at.
But they still lied.

I had made about 18 calls about a month earlier to egypt and got nowhere and when I finally did hit a NZ representative, I got top class service and the small simple problem fixed instantly! I sent a small note to their superior as I always do with "above the top" service. I summarize this in my blog from time to time.

sillybilly

43 posts

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#110586 14-Feb-2008 12:39

Oh well, good to hear some sort of lesson was learnt by the 17 year old....

I hope it doesnt take too long for the Egypt call centre to get up with the play, and hopefully, just hopefully some will make use of the emails that you have sent them too.

I havent had an "Egyptian" call centre experience yet, but I'd like to hear what all the fuss is about??

"If we don't succeed, we run the risk of failure." - George W. Bush

paradoxsm

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#110590 14-Feb-2008 12:53

He's new to NZ and got cocky, I posted this mainly out of my frustration.

After seeing a doco which was recorded off maori channel the other day about call centres in India, I really saw the other side. I have never had a gripe with offshore call centres if they are implemented correctly but many are just no given the training or ability to think they deserve.

Gigs

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#110603 14-Feb-2008 13:43

paradoxsm: It's immature I agree, but it's the only way of dealing with these monkeys.

They take the award for "you get what you pay for"
(snip)

I'm sure CSR monkeys from both here and abroad, thank you and your mate for your contributions to their days and the ease with which you make their obviously fun jobs, just that little bit more fun and easy.

While most of the other comments have probably summed things up, those people are being paid to try and do their job, which is usually to help you with in the limits they have. If it's frustrating and they're not providing you with the information they should be, complain to the company that outsourced to them so that it can be fixed, don't just pick on a CSR and ruin their day.

paradoxsm

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#110605 14-Feb-2008 14:12

And as he found out the other day a week into his new Call Centre job, it's no fun being on the recieving end!

Since we have a voice over there in egypt, Please let us see some improvements, I originally had high hopes for this setup, maybe they should handle only prepay calls?

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sillybilly

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#110617 14-Feb-2008 14:47

I actually thought that they were looking after prepay only, with the NZ call centres looking after the "higher value"
customers??

Does anyone know?

"If we don't succeed, we run the risk of failure." - George W. Bush

simon14

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#110630 14-Feb-2008 15:43

I don't like this at all.

I don't feel as comfortable dealing with these guys overseas than i did dealing with Kiwi's, it's harder to communicate and i don't feel as if they know enough.

I know is a cost cutting move, but i'm not sure if it was a good move to make - i guess time will tell.

paradoxsm

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#110642 14-Feb-2008 17:21

Speaking to someone today about the subject this is what we discussed.

Some thoughts, rants and tips.

For simple tasks, overseas callcentres are a great idea, things like "change my address" and "what is my account balance" and other general queries keep the costs down for companies to spend on more important things, it also generates good jobs in possibly struggling regions of the world and brings out the confidence and communication skills in many of the workers whom may want to emigrate.. Another bonus is you usually only have to wait a short time to get through. Customers expectations for a simple "change this" is pretty low, as long as it's done.
When things do go wrong though, there needs to be that escalation procedure which is very absent in many companies.

They would have been great as prepay only reps which was my initial understanding but It appears they may have got thrown in the deep end with a complicated billing system and a plethora of confusing products to deal with all at once.
In the local call centre they are apparently segregated based on possibly experience or maybe they first trained as prepay only then moved on to on-account. The poor Egyptians seem to have been thrown everything at once.

But in saying that, more companies here need to embrace self-service over phone and intenet, it's ultra cheap and customers can see what is happeing in real-time and have only themselves to blame when they stuff-up.

Things like VodafoneLIVE need to get their focus off ringtones, horoscopes and porn and get a "call summary" and "change services" portal running inside it. Then I'd be quite happy to press that "Live" button instead of flashing out the firmware to rid of it on every branded phone. Also a SMS summary option after a call etc would be awesome.

Many companies that do online bills make you log into a cluttered website each month instead of just simply emailing you a PDF file. The demise of the wonderful Ebill has since seen my letterbox clutter up with more paper bills than ever, it was good being "online view" as it was all in one spot but otherwise it's just multiple webaddress and passwords to remember.

I suggest you watch that video that was shown on MaoriTV the other week, It's a real eye-opener to the industry.

sillybilly

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#110655 14-Feb-2008 18:55

Cool, ill see if I can get a copy of that doco on Maori TV

Your Vlive idea is great by the way, maybe its a suggestion that you can send them

"If we don't succeed, we run the risk of failure." - George W. Bush

MrWombat

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#110673 14-Feb-2008 19:42

Fun Police!! But yeah after P. Holmes and the "Cheeky Darky" comment not to mention Andrew Symonds and the... "Monkey" comment I wouldnt be calling anyone a Monkey!

Jeffthechef:
freitasm:
PJM: As for the practical joke the Egyptian mate performed on the rep, I think it's unfair to mess with someone who's only trying to do their job and get them to go home worried about having to "prepare a new resume". Not a very funny joke if you ask me

I agree...

As do I.

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freitasm

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#110675 14-Feb-2008 19:46

MrWombat: Fun Police!!

I don't think it's "fun police". It's just lack of respect for other people's work.

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paradoxsm

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#110689 14-Feb-2008 20:22

I'm a monkey. You should hear me when I eat a banana. O O O E E E O O O! I look like one too with my big monkey teeth.

"monkey" was meant in the context of "putting monkeys on the lines" which is common call centre slander and not in any derogatory way.

freitasm

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#110690 14-Feb-2008 20:27

paradoxsm: "monkey" was meant in the context of "putting monkeys on the lines" which is common call centre slander and not in any derogatory way.

I think you've gone too far with your crazy posts. "slander" is derogatory always.

From the dictionary if you don't know what "slander" is:

1.	defamation; calumny: rumors full of slander.

2.	a malicious, false, and defamatory statement or report: a slander against his good name.

3.	Law. defamation by oral utterance rather than by writing, pictures, etc.

–verb (used with object)

4.	to utter slander against; defame.

–verb (used without object)

5.	to utter or circulate slander.

I thnk yoiu mean to write "slang" but since you are the only one who really knows, I am locking this discussion.

We have already established the joke was in bad taste, so nothing else to discuss.

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#110725 14-Feb-2008 22:47

Paradoxsm confirmed to me he indeed wanted to use "slang" instead of "slander".

Either way I will keep this locked.

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