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RE: foreign call centers - 8/20/2010 7:18:39 AM   
Louve00


Posts: 1674
Joined: 2/1/2009
Status: offline 		The secret to those menu's hunky is not to press anything.  Most times just sitting there (not pressing buttons) will direct you to the operator. 

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For the great majority of mankind are satisfied with appearance, as though they were realities and are often more influenced by the things that seem than by those that are. - Niccolo Machiavelli

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Profile   Post #: 21
RE: foreign call centers - 8/20/2010 9:38:15 AM   
LadyPact


Posts: 32566
Status: offline
quote:

ORIGINAL: sravaka
I think I just fucked up the quotes, but I'm going to let it go. Use your imagination, please.


Not an issue.  That part is easily fixed.  I hope you won't mind Me trimming as applicable.

quote:

4. Lady Pact! Are you still here?? I am glad to hear from you (do with that, too, what you will).... I like your hierarchy. Mine would go: intimates/family; close friends; extended family/friends; strangers. Among strangers, I do not distinguish all that much between people who are unknown to me in this country and people who are unknown to me elsewhere. Some of that probably comes from having spent significant quantities of time elsewhere, and having come to feel as a result that we are all after the same things--- peace and prosperity, in whatever measure we can contrive within the circumstances that the gods have tossed us into. And, that we are all equally deserving....

I have no doubt that it looks very different to you, who have people you love in jeopardy. If they are sent in the name of this country, their successes must accrue to citizens of this country and no other? Or do I misrepresent it?

I suppose the upshot is that I wish we would put blame where blame is truly due, and not on scapegoats.

I was delighted by that guy from the Philippines, and have been at least sympathetic to the poor souls in Bangalore who have to deal with cranky, over-privileged Americans every freaking day, for god knows how many hours. It's not their fault their English doesn't pass muster with people who are unaccustomed to talking with "foreigners"....

Apologies (esp. to Julia) I suspect none of this will get across as I intend it, and that is entirely my doing.

--sravaka

A small thing first.  Anytime that someone tells Me they are glad to see Me, I take it as it was intended.  I appreciate the pleasantry and accept it in the spirit in which it was intended. 

I won't dispute your first point here.  In fact, I agree with it completely.  However, even with My personal experience in the field, I also happen to have a difficult time with accents.  Malkinius is spot on with his description of exactly how that works.  Adding that element tends to compound (and exaggerate) any situation that is already a problem.

No, this is not the fault of the person on the other end who got the job.  No disagreement there, either.  The language barrier can complicate matters.  In many cases, you're dealing with someone who is already frustrated by whatever matter it is that they are calling about.  (Thank goodness, not My particular experience, as I never worked in any form of products.) 

Our lists do differ and it probably does have something to do with our personal backgrounds.  I think it would be almost impossible to have connections to those in the military not to place priorities in such a way.  Anytime there is a separation with those family members here, My thoughts on the matter are very much the same.  Any positive that happens as a secondary result is great, but it's not top priority.  Something I'm sure we can both agree on.


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Profile   Post #: 22
RE: foreign call centers - 8/20/2010 7:33:11 PM   
AnimusRex


Posts: 2165
Joined: 5/13/2006
Status: offline
quote:

ORIGINAL: Hippiekinkster


We can put all the money into education and training we want, and it still won't matter, not when it costs, in real dollars, 10-15% or more, less to make and ship goods fron China.

There's also a certain percentage of the population who cannot acquire skillsets requiring higher intelligence. Manufacturing provided our ancestors with living wages (thanks to Unions). Those jobs are gone, and the displaced cannot all become computer programmers or lawyer-bastards.



You make a good point, in touching on something that really doesn't have a political solution-
Technology has a way of taking over low skill jobs; at one time, a man could earn a living by literally digging ditches with a shovel; today he can't. At one time operating a cash register was a skilled occupation, that paid enough to raise a family on. Today, that same job is done by unskilled teenagers or sometimes not at all.

We can't really do anything to stop technology from setting a skill floor below which no human can compete; which is why we have no choice but to provide education and skill training.

There is good news in this- although some skills are now done by machines, that same technology is making goods and services more and more complicated, requiring ever more advanced skills to operate and repair.

I will use my business for an example; a century ago, an architect's office would have a couple highly trained skilled architects, a few more skilled building technology professionals, and a dozen or more low skilled drafters, who drew blueprints by hand.

Today that same office might have a a few highly skilled designers, and no low skilled drafters; their work was automated a generation ago.

But building systems have become much more complex than they were a century ago. Today the main office is comprised of highly skilled building technology architects. We emply fewer people, but the people we do emply require much more training and skill.

Its that way in a lot of fields; cars, electronics, appliances, all are much more complex- Even if Americans don't manufacture them, we still need to install them, repair them, and provide content for them.

I don't accept the idea that we must have a large army of unskilled ditchdiggers cursing because some Mexican can dig a hole a little bit cheaper.

(in reply to Hippiekinkster)
Profile   Post #: 23
RE: foreign call centers - 8/21/2010 7:22:24 AM   
pahunkboy


Posts: 33061
Joined: 2/26/2006
From: Central Pennsylvania
Status: offline 		Lady P cant come to the phone.


She is at the yacht club.   ;-0

(in reply to AnimusRex)
Profile   Post #: 24
RE: foreign call centers - 8/21/2010 8:16:37 AM   
TheHeretic


Posts: 19100
Joined: 3/25/2007
From: California, USA
Status: offline
quote:

ORIGINAL: RedStapler
the v,b,n,m, and spacebar do not function at all. The g and h keys work sporatically.





That's what happens when you read these threads with a mouthful of coffee.

Outside of the occasional encounter with a heavily accented trainee, the norm seems to be getting a smarter person on the other end of the line than in a domestic center. For the occasional dumbass question (it seems like a good question, until they politely explain that the problem is entirely a loose nut behind the controls) that works just fine.

When I am calling pissed, I prefer a US based service rep. The entry-level, half bright, settled for this job and need it, employees are easier to intimidate into coughing up a credit for the overnight shipping.

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If you lose one sense, your other senses are enhanced.
That's why people with no sense of humor have such an inflated sense of self-importance.


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Profile   Post #: 25
RE: foreign call centers - 8/21/2010 8:21:53 AM   
Jeffff


Posts: 12600
Joined: 7/7/2007
Status: offline 		When I have a real problem, I learned years ago the whoever answers the phone can not help me.

I start asking for a supervisor from jump street.

" If you explain your problem sir I am sure you can help"
" No you can't, but here goes"
" I am not authorized do do that sir"
" I know, give me your supervisor"

If it is a huge problem I usually demand to be kicked up two.

It can be a little time consuming, but it always works for me. Sooner or later you get to someone who either will help you, or not.

If not at least you know you got a solid answer.

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(in reply to TheHeretic)
Profile   Post #: 26
RE: foreign call centers - 8/21/2010 8:23:40 AM   
pahunkboy


Posts: 33061
Joined: 2/26/2006
From: Central Pennsylvania
Status: offline 		The only call I will ever make- as long as my live-




is when I call my good friend Jeffff.


He is watching the phone right now.

(in reply to Jeffff)
Profile   Post #: 27
RE: foreign call centers - 8/21/2010 8:35:35 AM   
willbeurdaddy


Posts: 11894
Joined: 4/8/2006
Status: offline
quote:

ORIGINAL: juliaoceania

The fact of the matter is, these were jobs we used to do, and many of our people are trained to do them, but they can have someone making a fraction of what we do... so they moved operations over there. I agree that it isn't a zero sum pie, but at the same time we do get charged more while our jobs are disappearing.

My last dom was looking for a second job about a year ago because his main job had too few hours for him to support himself. At one time he was a top tier computer support person. His job went to India and a skillset that used to pay 6 figures here in the USA is now paying between 25k and 35k a year. It is pretty damn pathetic that a college education demands so little in wages anymore, and the reason why is that they can hire people in India with the same skillset for a fraction of the cost...



You cant improve the overall standard of living by overpaying for labor/services. Whine as much as you want about outsourcing, but that is as unchangeable as gravity. AnimusRex said the same thing I said in a number of outsourcing threads...it is quality, not price that will bring jobs back.

I think most people's experience with foreign call centers is the opposite of the OP. Communication is difficult and getting anything answered a struggle. I've noticed more call centers returning to the US, I assume because of an overall level of dissatisfaction over quality.

(in reply to juliaoceania)
Profile   Post #: 28
RE: foreign call centers - 8/21/2010 9:02:48 AM   
Brownsugasub69


Posts: 53
Joined: 3/22/2007
Status: offline 		I can tell when they start yelling about the goddamm foreigners answering the phone.

Then I put them on hold and turn into Ms. Colleen Anderson. I put them at ease by saying, "I deeply apologize for the problem you experienced with Anjali, she will be harshly dealt with. Now Mr. Collins how can I be of service to you?"

( I pretend to listen, usually I am usually filing my nails or looking at pictures of Denzel) Then I either tell them to disconnect their surge protector or I pretend that I have the ability to go into their computer and actually fix their problem. I ask them for their password and then lock them out of their computer.

It's fun and it passes the time.

_____________________________

Too fine 4 u.

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Profile   Post #: 29
RE: foreign call centers - 8/21/2010 9:05:51 AM   
juliaoceania


Posts: 21383
Joined: 4/19/2006
From: Somewhere Over the Rainbow
Status: offline 		I think you are full of shit, but that is just me, and I could be wrong

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Reality has a well known Liberal Bias ~ Stephen Colbert

Great minds discuss ideas; Average minds discuss events; Small minds discuss people. Eleanor Roosevelt

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Profile   Post #: 30
RE: foreign call centers - 8/21/2010 9:09:58 AM   
Brownsugasub69


Posts: 53
Joined: 3/22/2007
Status: offline 		I am sorry, have we talked on the phone? Computer not working so hot? pfffft.

Don't be a hatah!!!

_____________________________

Too fine 4 u.

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Profile   Post #: 31
RE: foreign call centers - 8/21/2010 9:12:53 AM   
juliaoceania


Posts: 21383
Joined: 4/19/2006
From: Somewhere Over the Rainbow
Status: offline
quote:

Don't be a hatah!!!


Oh fucking forget it...

Hey, I want some suga

< Message edited by juliaoceania -- 8/21/2010 9:20:07 AM >

_____________________________

Once you label me, you negate me ~ Soren Kierkegaard

Reality has a well known Liberal Bias ~ Stephen Colbert

Great minds discuss ideas; Average minds discuss events; Small minds discuss people. Eleanor Roosevelt

(in reply to Brownsugasub69)
Profile   Post #: 32
RE: foreign call centers - 8/21/2010 9:24:47 AM   
Brownsugasub69


Posts: 53
Joined: 3/22/2007
Status: offline 		Who doesn't? lol.

_____________________________

Too fine 4 u.

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Profile   Post #: 33
RE: foreign call centers - 8/21/2010 9:45:27 AM   
TheHeretic


Posts: 19100
Joined: 3/25/2007
From: California, USA
Status: offline
quote:

ORIGINAL: Jeffff

Bitch pleaseeeeeeeeeee.




Nicely put.


Mostly, voice alone isn't enough to give you the race of the person you are talking to, but the conversation isn't taking place in a scientifically controlled vacuum. You have cultural dialects, grammar, accents, and audible cues (the nasal caucasian, for example). Nailing the skin tone precisely isn't required to form an impression of who you are talking to, and what their social/ethnic heritage might be.

It's also easily manipulated. I spent a year dealing with a very nice, softspoken, southern woman on the phone before meeting her in person. I had built a mental image of her as a petite white lady from Georgia, only to be introduced to a very large black woman from Compton, who used the accent as her 'phone voice.'

90%? Easy.

_____________________________

If you lose one sense, your other senses are enhanced.
That's why people with no sense of humor have such an inflated sense of self-importance.


(in reply to Jeffff)
Profile   Post #: 34
RE: foreign call centers - 8/21/2010 9:47:47 AM   
juliaoceania


Posts: 21383
Joined: 4/19/2006
From: Somewhere Over the Rainbow
Status: offline
quote:

ORIGINAL: Brownsugasub69

Who doesn't? lol.


u r 2 fine for me

_____________________________

Once you label me, you negate me ~ Soren Kierkegaard

Reality has a well known Liberal Bias ~ Stephen Colbert

Great minds discuss ideas; Average minds discuss events; Small minds discuss people. Eleanor Roosevelt

(in reply to Brownsugasub69)
Profile   Post #: 35
RE: foreign call centers - 8/21/2010 6:39:07 PM   
VideoAdminAlpha


Posts: 3876
Joined: 7/25/2008
Status: offline 		OK folks, while the OP admittedly was borderline on TOS at times, please remember, attack the post. It does not mean to further the possible denigration of other races, EVEN IF DONE IN JEST. Anyone that had numerous posts pulled and only one golden letter, know that the others either were against TOS, flaming another user, or referencing a pulled post. If you cannot calmly post on this thread without using racial slurs, find another thread to post on.

< Message edited by VideoAdminAlpha -- 8/21/2010 6:40:30 PM >

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You can't please all the people all of the time.Unfortunately there are times you cannot please any of them :( You can only do your best, and hope they realize that.

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Profile   Post #: 36
RE: foreign call centers - 8/21/2010 11:48:22 PM   
RedStapler


Posts: 62
Joined: 6/15/2010
From: New Jersey
Status: offline
quote:

ORIGINAL: willbeurdaddy
I've noticed more call centers returning to the US, I assume because of an overall level of dissatisfaction over quality.

Probably has more to do with the prison-industrial complex

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Profile   Post #: 37
RE: foreign call centers - 8/21/2010 11:57:48 PM   
rulemylife


Posts: 14614
Joined: 8/23/2004
Status: offline
quote:

ORIGINAL: Louve00

The secret to those menu's hunky is not to press anything.  Most times just sitting there (not pressing buttons) will direct you to the operator. 


Not always.

There are some companies that will just terminate the call if you don't follow the menu options.

(in reply to Louve00)
Profile   Post #: 38
RE: foreign call centers - 8/22/2010 6:23:35 AM   
Louve00


Posts: 1674
Joined: 2/1/2009
Status: offline 		That is true, rml, which is why I said most times.  A lot of companies though will default to a receptionist if there's no response by a touch tone, in case you have a rotary phone or a pulse tone phone.  But you're right, there are a few that will say "We did not understand your selection....Good bye." and hang up.  Those are the ones that make me grumble because then I do have to play along with the automated system and go along with the automated operator's options.  Once I call them back, that is. 

_____________________________

For the great majority of mankind are satisfied with appearance, as though they were realities and are often more influenced by the things that seem than by those that are. - Niccolo Machiavelli

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Profile   Post #: 39
RE: foreign call centers - 8/22/2010 6:36:09 AM   
pahunkboy


Posts: 33061
Joined: 2/26/2006
From: Central Pennsylvania
Status: offline 		--  When Jim called these places- he would have me on 3 way.   I would be quiet- up until the key time- because they DO say this call may be monitored.


So yeah- we have monitored the monitors.

(in reply to Louve00)
Profile   Post #: 40
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