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  Reply # 1195071 10-Dec-2014 17:49
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its a bit sad really a lot of ISPs suffer from this. they either don't hire enough people and the reps are stressed and make mistakes cause they have to rush or they oursource it to a foreign country where the reps are paid very little and take no pride in their work. 

unfortunate that big corporates don't see this as an op to create more jobs for young people wanting to get into IT in this country. I guess most big corporates lack any sort of morals or heart. but it would definately pay off for them in the long term in the form of them retaining customers. 

 

*can of worms*



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Master Geek
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  Reply # 1195075 10-Dec-2014 17:55
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connector: its a bit sad really a lot of ISPs suffer from this. they either don't hire enough people and the reps are stressed and make mistakes cause they have to rush or they oursource it to a foreign country where the reps are paid very little and take no pride in their work. 

unfortunate that big corporates don't see this as an op to create more jobs for young people wanting to get into IT in this country. I guess most big corporates lack any sort of morals or heart. but it would definately pay off for them in the long term in the form of them retaining customers. 

*can of worms*


I strongly agree with this.  I think outsourcing customer service to an offshore operator is one of the most shortsighted things a company can do.  Is it really sensible business practice to put thousands of kilometers, and cultural and language barriers, between a company and its customers?  I think it is madness.

 
 
 
 


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  Reply # 1195101 10-Dec-2014 18:09
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connector: its a bit sad really a lot of ISPs suffer from this. they either don't hire enough people and the reps are stressed and make mistakes cause they have to rush or they oursource it to a foreign country where the reps are paid very little and take no pride in their work. 

I don't know.  I find that most of the foreign sounding reps take pride in their work just fine, it just takes a lot of effort to work out what they are saying oftentimes - whether through low volume or accent as mentioned above.

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  Reply # 1195117 10-Dec-2014 18:26
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connector: its a bit sad really a lot of ISPs suffer from this. they either don't hire enough people and the reps are stressed and make mistakes cause they have to rush or they oursource it to a foreign country where the reps are paid very little and take no pride in their work. 

unfortunate that big corporates don't see this as an op to create more jobs for young people wanting to get into IT in this country. I guess most big corporates lack any sort of morals or heart. but it would definately pay off for them in the long term in the form of them retaining customers. 


*can of worms*


Do you have evidence that overseas CSR's take "no pride in their work"?




Mike
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The views stated in my posts are my personal views and not that of any other organisation.

 

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Geek


  Reply # 1195154 10-Dec-2014 18:57
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Tried to call them twice about a dead connection since last night, managed to get through on both occasions after ~60min on hold. The problem is that once they trying to bring up my account (former TCL subscriber) I'd end up getting transferred to a payment system with no option to exit but to hand over my credit card details and make a minimum payment of $20?! Is this some kind of tech support toll that I am unaware of? I get the feeling that the staff are trying to help in their earnest effort but the infrastructure is messed up.

Edit: On my third call now and seriously considering changing providers - this Kafkaesque melodrama is not fun anymore once the novelty wears off.

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  Reply # 1195163 10-Dec-2014 19:23
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while it's a blanket statement and not true for all of them, the simple fact is most kiwis absolutely hate being routed overseas. its not a racist thing its just being able to understand people, being able to relate to people, having something to talk about and rapport thing.

im sure many of the outsource call centre workers are great at their job but it sure must leave a bitter taste in their mouth when they know if they where doing the same job in the country they where answering calls for they would be getting more money.

It's a dirty trick in my opinion..i don't deal with companys that do it, if it's an international company, its understandable but when companys that operate in nz only do it..just to save on their bottom line i don't agree with it.  I know not everyone will agree with that...but im not here to have a debate on globalisation, from what i understand vodafone have been having these issues with huge queues for a long long time and they don't seem to be getting fixed.

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  Reply # 1195185 10-Dec-2014 20:24
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connector: while it's a blanket statement and not true for all of them, the simple fact is most kiwis absolutely hate being routed overseas. its not a racist thing its just being able to understand people, being able to relate to people, having something to talk about and rapport thing.

i.


The overseas call centres NZ ISPs use are in the phillipines, where the accents are typically a mild american accent and very easy to understand.  (the competence is a different issue, but they are no less competent than NZ workers)

A lot of people will get through to call centre in NZ, but because the person is an immigrant, maybe from asia, and has an accent, the caller will assume they are being routed overseas, even though they haven't .

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Master Geek
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  Reply # 1195198 10-Dec-2014 20:33
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A lot of these comments are completely off track. I am a manager at a Call Centre, and if I have to generalise, I can tell you that the hardest, most diligent workers I have are those from overseas. They have great work ethic, and actually appreciate having their job. On the flip side, a lot of those born in NZ completely take the job for granted, and don't care about the customer experience. The overseas guys work hard and take back to back calls all day, while the kiwis can't handle it and need breaks after every call. It's not easy to work in a call centre environment, and from what I've seen, kiwis are not as well suited to it as those from some other cultures

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  Reply # 1195305 10-Dec-2014 22:23
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wpcnz: A lot of these comments are completely off track. I am a manager at a Call Centre, and if I have to generalise, I can tell you that the hardest, most diligent workers I have are those from overseas. They have great work ethic, and actually appreciate having their job. On the flip side, a lot of those born in NZ completely take the job for granted, and don't care about the customer experience. The overseas guys work hard and take back to back calls all day, while the kiwis can't handle it and need breaks after every call. It's not easy to work in a call centre environment, and from what I've seen, kiwis are not as well suited to it as those from some other cultures

 

I agree.

I've met a lot of awesome Philippine staff who are from chorus over the years and they are now my face book friend.
They are very helpful and diligent. They will at least try and find the answer if they aren't sure and they'll help out when you have an issue with a customer over the phone even though you meant to wait for an order to go thru the normal bau process of being actioned by chorus..
No that I'm saying NZ people are taken job for granted as I have met those that are quite awesome too.
Just that we shouldn't judge people simply because they are overseas.

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  Reply # 1195735 11-Dec-2014 18:15
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the funny thing here is you've just pretty much implied i am racist because i have a political view and then started being racist yourself by saying that kiwis are useless at doing call centre jobs. well done.

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  Reply # 1195860 11-Dec-2014 21:07
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Salami:
wpcnz: A lot of these comments are completely off track. I am a manager at a Call Centre, and if I have to generalise, I can tell you that the hardest, most diligent workers I have are those from overseas. They have great work ethic, and actually appreciate having their job. On the flip side, a lot of those born in NZ completely take the job for granted, and don't care about the customer experience. The overseas guys work hard and take back to back calls all day, while the kiwis can't handle it and need breaks after every call. It's not easy to work in a call centre environment, and from what I've seen, kiwis are not as well suited to it as those from some other cultures

I agree.

I've met a lot of awesome Philippine staff who are from chorus over the years and they are now my face book friend.
They are very helpful and diligent. They will at least try and find the answer if they aren't sure and they'll help out when you have an issue with a customer over the phone even though you meant to wait for an order to go thru the normal bau process of being actioned by chorus..
No that I'm saying NZ people are taken job for granted as I have met those that are quite awesome too.
Just that we shouldn't judge people simply because they are overseas.


I think it is more the issue that people feel as though if the call centre is located 'closer to where the action is' then things will get fixed faster - what many ignore is that whether the call centre is located in Wellington, Auckland, Manila or Timbuktu there are going to be the same issues that'll arise between those in the call centre and those in the various other parts of the organisation.




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