Apple plans India call center

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Understand the Concept (English Not an issues)

I have been working for dell for some time now (over a year, actually). In these posts I have seen customers expressing their views for us but there is not technician's point of view for the same. Well, here it is, for those people who think that we do not know anything or we can't speak English... just think over the following:
1. You will purchase a pc without knowing what an AC ADAPTER is, or how to turn it on.
2. You have purchased all sorts of contracts but do not know what it is saying, then you will call and crib that you want an onsite tech to take out the battery.
3. You call and say ? Oh! No, another Indian?? and then hang up, but then we can also call back and Say ? Oh! No, another American??
4. For all the help that you are provided only 50 % of customers are really understanding and thankful.
5. For the follow up calls that you get, you have no idea that we also have a schedule and we make more than 120 calls to customers in 9 hours or our productivity numbers are hit.
6. You guys will say we have a heavy accent and cannot understand us. Well, we say the same; half of the time that we spend on the calls can be reduced if both the parties can understand each other.
7. You say we make mistakes, as if Americans don?t make any at all??
8. You waste our time on the calls and then we are unable to call back some other customer who will get irate because of a delayed call back
9. Have you ever listened to what we have to say about the problem or what you need to do when we tell you to??
I am not saying that it is only the customers or the Techs who are at fault but there are some policies which are ? well let?s just say that I personally do not see any sense in them, but even you have to understand that we are just employees, and we have to follow them whether we like it or not. I know we represent the company, but please understand that we are not the people to whom you can call and yell at.
Some of us hang up and after listening to some of the calls, I would not blame them, with all the profanity used on those calls, hell, it was a miracle we did not shoot those customers.
Let me tell you if you want a quick resolution then speak politely to us, as you would to any human being, and we will give you the resolution, give us all kinds of crap and then well, be prepared for the most horrendous experience that you can get, and I do not think that you need any proof for the same? now do you??
In the end, if you think then why don?t we make this a better experience for both the customers and the techs by just cooperating with each other? It would be a lot better if we both do not make each other?s lives absolute hellish, and besides even in that you are lucky, because we do it every day for more than 10 hrs, every day

Posted by: saudaj   Posted on: 03/23/08 You are currently: a Guest | Members login | Terms of Use

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