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Vonage I absolutely agree. Vonage will lose some customers in the process and hopefully
I absolutely agree. Vonage will lose some customers in the process and hopefully learn from the mistakes others have made (like Dell). You are right on with your point on selection. That is key. We did both accent reduction and accent introduction in the Philippines and there are now hundreds of agents that speak better English than many agents in the US (sad but true).
It is a numbers game. How many customers can they afford to lose? When the cost benefit analysis is done and the results are no longer favorable, hopefully they will focus more on those key areas to bring the comm. skills up to an acceptable level.
I didn’t bother calling. I figured that a) lots of others must be on hold already : ) and b) with SNMP traps, telemetry networks and so on they had to be alerted by their NOC that there was a problem before I was aware of it. I’ll give them a hard time and ask for a credit. Who knows how long until they will be as reliable as the RBOCs / CLECs and so on. Five 9s uptime (99.999%) and better is attainable at a price.
Dell? Yeah, I was a happy customer for about seven years working for two different companies as a technology executive. I finally when to the HP (Compaq) line for a couple hundred thousand dollar Cisco ICM server upgrade. Most Cisco ICM installations are done on Compaq anyway so the end result is more predictable. Dell has had way to many problems with their Broadcom NICs, support and other issues. I experienced this over a couple of call center builds in the UK, the Philippines and the US. I attended an executive briefing in Austin in an attempt to resolve the issues and was addressed mostly by second string management. The EBs aren’t what they used to be. I had been to a couple before where 10-20 companies were represented in more of an open forum environment during the Q&A sessions. Anyway… failed expectations again? OK. I ‘vote’ with dollars in the business world so I bought elsewhere. When enough customers do the same Dell will wake up.
I have such a strong desire to see healthy competition for the telcos that I’ll stick with Vonage or some other non-carrier competitor just to fuel it. The consumer and businesses alike will have to deal with the arrogance of the carriers for a while but competitors in the Voip space like Vonage at least have their attention!
Good luck again.
TS
Read The Full Thread: Outage Today?
• I had a call center in the PH with nearly a thousand very bright CSRs. In fact, their
• For about an hour, we could not dial outbound. All we got was a fast busy signal,
• Correction.... problem has not been fixed. We were able to dial out for about 5
• I had the same issue here in the Lehigh Valley (about an hour north of Philadelphia).
• I was back up around 1:15 EST. I keep testing Mobile to Home and vice versa. So far
• I think they already have. Got a support guy on the phone, and couldn't understand
• I understand that all too well, but when quality of service suffers and customers
• :x It looks like my service is totally down. I am not sure what is going on? It has
• I'm still up. I was down yesterday but only for about an hour. I don't know if these
Anything posted "I absolutely agree. Vonage will lose some customers in the process and hopefully" on 12/01/2004 |
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