moonpuppy
join:2000-08-21
Glen Burnie, MD
 ·Verizon Online DSL
| reply to guycad$
Re: PHB's and real life.
said by guycad$  :
The managers of call centers who are 'threatening' colleagues who help in the forums fear having their responsibilities reduced. Such managers are probably measured on how many calls they deal with etc. Because their metric is based upon the numbers of complaints they receive, they actually have a dis-incentive to support any action which benefits the company as a whole.
Just my opinion. YMMV.
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My Pictures.People who describe M$ software as 'mediocre' don't know the half of it.WinDoze Free 2003
I really would like to know if the call center managers are actually measured by their complaints. I have a feeling that complaints are blamed on the phone tech and not the call center manager. They are also not bothered by turnover.
I can imagine ISP's calling EDS:
ISP: "You guys handled 500 calls last Monday. Good job."
EDS: "Thanks, we try."
ISP: "It seems though you had 300 complaints from that day alone."
EDS: "Hmmmm, must have been a rude tech, we'll get rid of him ASAP."
ISP: "Cool, otherwise your call volume is great."
EDS talking to Call Center Manager (CCS):
EDS: "Call volume was o.k. but we got a lot of customer complaints."
CCS: "Hmmmm, must be that one tech who posts on BBR. I'll fire him the next time he is 30 seconds late from a bathroom break."
EDS: "O.k. Call HR and make sure you have the correct paperwork."
ISP to media:
ISP: "The level of customer service we provide is exceptional."
media: "What about all the complaints being reported by your customers?"
ISP: "These complaints are less than 1% of of our business. The vast majority of customers have no complaints."
The fact of the matter is that all businesses lie to the public concerning their customer satisfaction. Look at Comcast during the transition.
Truth is, companies care less and less about customer satisfaction and more about that bottom line. Instead of touting their own benefits, they shout about the competition's problems. How many people have seen how those cable companies went against DSS services with their negative ads. Direct TV has shown their good points and have mostly kept away from talking negative about the cable companies.
In one recent article of PC World, customer satisfaction of companies like Dell have gone down. Why? Companies spend less and less on customer service. They try to rely on their name. If they keep doing this their name will be mud soon. |
I was not referring to the number of complaints managers received about their departments.