On Sat, 27 Dec 2008 11:53:18 +0000 Martin List-Petersen <martin@airwire.ie> wrote:
The problem is, and this was stated by the original poster, that the lads off-shore he deals with have no clue and simply stick to the script. No intention of looking what the real problem is. And that problem lies not in the call center. It is the deal, that $TELCO struck with $CALLCENTER and the procedures, that were put in place, that are the problem.
Only solution: find a provider, who's support (off-shore or not) does have a clue, has an escalation process and is willing to find a solution.
How does one find such a provider? I'm unaware of any company that lets potential customers test drive their $SERVICE call center before purchase. Even if one did, how is a potential customer supposed to evaluate the competence of said call center when customer has no clue as to what problems may arise 5 years after purchase of provider's service, whether said test drive provided an accurate and appropriate solution, and whether said call center quality will exist 5 years after purchase of the service. matthew black long beach, ca