RAJESH WARRIER

The Call Center phenomenon
Wednesday, May 31, 2006

This is not the first time I've experienced it, but couldn't resist today. Before stating anything I'd like to say that I dont like to brag a lot, its when matters get outta hands that I start pondering.

So, had to call up Citibank customer service today and as usual the Call Centers come into play now-a-days. Now, I've heard that most of it has been outsourced as a cost cutting strategy, if nothing else. What I experienced today has changed my perception a whole lot and what goes on behind those 1 800 numbers.

As usual they have their security checks, FName, LName, Security question etc..etc. To my surprise I was informed today that I havent given the correct information on the call viz - my Full name. He goes like - Sir, the information you've provided is incorrect. I reiterate the information printed on my Card and some other details as a proof. He was so adamant and sounded as if I made a mistake with my Name.

I didn't want to sound rude but told him that its correct. How on earth can I mess that up ? And then - boom I receive another shocker - Sir, I dont think I would be able to help you with anything, I will transfer your call to a customer rep. Duh ~ whom am I speaking to then ? The matter was finally solved, though it took me about 10 minutes to get everything sorted out.

No offense, but these MNCs should put in a lot more towards customer satisfaction if they intend to open up Call Centers or proceed with them going forward in the future. I could easily figure out what was going on and hell I could have even guessed which part of the coutry the rep was from. Slow and steady, but I think I'm onto something here - finding a possible explanation to why we remain such hypocrites.

Archived in: Call Center MNC Customer

Posted by Rajesh @ 9:32 PM; PERMALINK,

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4 Shouts:

At June 01, 2006 2:36 AM, RPM said...: The problem is not really with the call centers, though they are also to blame to take on the work.

The problem lies with the customer service department at the companies which do the outsourcing to other companies. How could you expect to have a college guy respond to questions about your product if you do not train him?
At June 01, 2006 12:07 PM, Rajesh said...: @ Rpm - You are right. But its not bad always, the main reason is that these MNCs don't look much into it after the outsourcing is done. Some Co's do ask for customer reviews but that's crap too.

As far as the training goes, I believe some language/dialect training is given to them, but as you said most of the times they dont have a clue.
At June 03, 2006 3:31 AM, Intruder said...: Support centers have not always given me nightmare. I usually email them, so that they could read and understand properly, but mostly it goes to an automated system that sends some junk matter back to us.

I had good exp with Federal bank, Yahoo, Dell etc.

But hit was Sony ericsson that gabe me all headache.
read this if u havent.
http://mohanrajk123.blogspot.com/2005/06/sony-ericsson-support-center.html
At June 05, 2006 12:09 AM, Rajesh said...: @ Intruder - I couldnt help it. I had to call them 'cause they had not left me any other option. Havent read that post of yours.. will read it :)