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Vonage I understand that all too well, but when quality of service suffers and customers
I understand that all too well, but when quality of service suffers and customers get angry, all the cost savings in the world will do you no good when customers leave for a competitor. In my specific case I waited a full *30 minutes* on hold, only to be connected with a guy who spoke with such an unbelievably thick accent, I could not understand a word he said. (and my line of work has me talking to a lot of foreigners, so I've gotten fairly competent at working through an accent) The support call was TOTALLY useless, solved NOTHING because of the language barrier, I wasted 30 minutes of my life that I cannot get back, and I am left with a bitter taste that won't soon go away.
Dell learned this lesson after they farmed their phone support out to India. Response was so negative and customers complained so loudly that for their higher end servers (translation: more "valuable" accounts) Dell brought support back to a domestic call center. I've spent a lot of time on the phone w/their PowerEdge support groups over the years, and I speak from first-hand experience about the dramatic improvement once support was brought home again.
If an American company is going to use overseas call centers (which I really don't have a problem with), it is critical they select one where the workers are screened for accents and other communications barriers that will cause the quality of support to suffer.
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 absolutely agree. Vonage will lose some customers in the process and hopefully
• :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
Anonymous posted "I understand that all too well, but when quality of service suffers and customers" on 12/01/2004 |
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