Call centers and foreign representatives

4,365 Views | 73 Replies | Last: 11 days ago by Ryan the Temp
infinity ag
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Lathspell said:

Doesn't really matter, anymore.

AI chat bots will fully take over all call centers in a couple years. All major UCaaS and CCaaS solutions out there are already adopting AI Chat bots and AI Receptionists to route calls based on key words, phrases, or concepts. We aren't far from the full experience being handled by AI.

However, even once the AI chat bots are there, businesses will still need to implement them into their environment, CRM's, ERP's, etc. Until those API's are in place and working smoothly, we won't be in full AI mode. Even when it does, they will still need some human agents for escalations, which will still probably be based overseas.

Ultimately, it will come down to you either talking to someone from Manila or an AI bot. None of these companies are ever moving their call centers back to the US.


Not as simple.

Yes, at first many will adopt AI and that will be a novelty but eventually it will become cumbersome and annoying and there will be a backlash. The company which brings back human service will get all the business.
BigRobSA
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infinity ag said:

BigRobSA said:

AustinAg2K said:

Customer service is a dead concept. Everyone is fine complaining about it, but virtually no one is willing to pay an extra dollar on something for better service. Look at the airline industry. Everyone hates airlines, but when they go to buy a ticket, most everyone will just buy the cheapest ticket and then ***** about how they get nickel and dimed.

There's no reason good, American CS can't be "a thing" again for the same price.

Cut the corporate bloat.

There always WAY too many levels of management that can easily be gutted and nothing will change. Zero intrinsic value to most corporate mgmnt levels.


Biggest bloat is C level comp. Cut that and pay the workers more and see the difference. That is the only change from 40 years ago. C levels make too much and lowest levels barely get by. And we call it "capitalism" and move on.

Nah, it's throughout the entire management structure. Not just C-level.

Gut that, and then we can talk. There's zero reason for the sheer magnitude of "management" hierarchies. None.
Lathspell
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AG
infinity ag said:

Lathspell said:

Doesn't really matter, anymore.

AI chat bots will fully take over all call centers in a couple years. All major UCaaS and CCaaS solutions out there are already adopting AI Chat bots and AI Receptionists to route calls based on key words, phrases, or concepts. We aren't far from the full experience being handled by AI.

However, even once the AI chat bots are there, businesses will still need to implement them into their environment, CRM's, ERP's, etc. Until those API's are in place and working smoothly, we won't be in full AI mode. Even when it does, they will still need some human agents for escalations, which will still probably be based overseas.

Ultimately, it will come down to you either talking to someone from Manila or an AI bot. None of these companies are ever moving their call centers back to the US.


Not as simple.

Yes, at first many will adopt AI and that will be a novelty but eventually it will become cumbersome and annoying and there will be a backlash. The company which brings back human service will get all the business.

This is an ignorant post. You don't seem to have any experience with implementing AI within an enterprise organization nor what's currently available for businesses, today. Have you ever actually implemented a contact center solution for a business? Have you supported one?

The vast majority of consumers don't care about customer service. They say they do, but they care more about cost. If someone can barely afford rent or a car, they aren't paying a premium for their auto insurance, they will pay for the cheapest.

Also, a live person =/= great customer service. In fact, a live person is limited to their own knowledge level and ability to actually assist the customer. If I have to jump around between 3 different live customer success agents to get something done when an AI chat bot, that is tied into a company's CRM, billing system, and ordering system, can immediately make those changes, I'm going with the AI chatbot.

AI is not a novelty. If you are a business that does not embrace AI, you will either be a niche business or will die.
infinity ag
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BigRobSA said:

infinity ag said:

BigRobSA said:

AustinAg2K said:

Customer service is a dead concept. Everyone is fine complaining about it, but virtually no one is willing to pay an extra dollar on something for better service. Look at the airline industry. Everyone hates airlines, but when they go to buy a ticket, most everyone will just buy the cheapest ticket and then ***** about how they get nickel and dimed.

There's no reason good, American CS can't be "a thing" again for the same price.

Cut the corporate bloat.

There always WAY too many levels of management that can easily be gutted and nothing will change. Zero intrinsic value to most corporate mgmnt levels.


Biggest bloat is C level comp. Cut that and pay the workers more and see the difference. That is the only change from 40 years ago. C levels make too much and lowest levels barely get by. And we call it "capitalism" and move on.

Nah, it's throughout the entire management structure. Not just C-level.

Gut that, and then we can talk. There's zero reason for the sheer magnitude of "management" hierarchies. None.


OK I agree with this.
Though for quick results just gut the C levels first. There's a lot of other places in the corp to reduce waste. They just don't want to do it because it makes them money.
justcallmeharry
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S
I have gotten used to long hold times to speak to a live person. With the live person there are more holds to speak with the foreign live person. I frequently say I am hard of hearing and ask that the live (foreign) person repeat things slowly so that I can better understand them. Sometimes I can understand better, sometimes not.
If you think I am a liberal, you are incorrect. Assume sarcasm on my part. Sorry if something I post has already been posted. Just the way it is!! Enjoy the day.
infinity ag
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Lathspell said:

infinity ag said:

Lathspell said:

Doesn't really matter, anymore.

AI chat bots will fully take over all call centers in a couple years. All major UCaaS and CCaaS solutions out there are already adopting AI Chat bots and AI Receptionists to route calls based on key words, phrases, or concepts. We aren't far from the full experience being handled by AI.

However, even once the AI chat bots are there, businesses will still need to implement them into their environment, CRM's, ERP's, etc. Until those API's are in place and working smoothly, we won't be in full AI mode. Even when it does, they will still need some human agents for escalations, which will still probably be based overseas.

Ultimately, it will come down to you either talking to someone from Manila or an AI bot. None of these companies are ever moving their call centers back to the US.


Not as simple.

Yes, at first many will adopt AI and that will be a novelty but eventually it will become cumbersome and annoying and there will be a backlash. The company which brings back human service will get all the business.

This is an ignorant post. You don't seem to have any experience with implementing AI within an enterprise organization nor what's currently available for businesses, today. Have you ever actually implemented a contact center solution for a business? Have you supported one?

The vast majority of consumers don't care about customer service. They say they do, but they care more about cost. If someone can barely afford rent or a car, they aren't paying a premium for their auto insurance, they will pay for the cheapest.

Also, a live person =/= great customer service. In fact, a live person is limited to their own knowledge level and ability to actually assist the customer. If I have to jump around between 3 different live customer success agents to get something done when an AI chat bot, that is tied into a company's CRM, billing system, and ordering system, can immediately make those changes, I'm going with the AI chatbot.

AI is not a novelty. If you are a business that does not embrace AI, you will either be a niche business or will die.


If AI does a good job and makes people happy, they will stay. If it becomes hard to deal with the company and get through their AI defense system, then people will just move to a company where you can talk to someone.

When I deal with insurance companies, I hate going through multiple menu options. Just get me to an effin rep so I can explain and he can do it for me. If AI does the job, then I would prefer AI. If it sucks then give me a real person. Let's see how what happens.
BigRobSA
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infinity ag said:

BigRobSA said:

infinity ag said:

BigRobSA said:

AustinAg2K said:

Customer service is a dead concept. Everyone is fine complaining about it, but virtually no one is willing to pay an extra dollar on something for better service. Look at the airline industry. Everyone hates airlines, but when they go to buy a ticket, most everyone will just buy the cheapest ticket and then ***** about how they get nickel and dimed.

There's no reason good, American CS can't be "a thing" again for the same price.

Cut the corporate bloat.

There always WAY too many levels of management that can easily be gutted and nothing will change. Zero intrinsic value to most corporate mgmnt levels.


Biggest bloat is C level comp. Cut that and pay the workers more and see the difference. That is the only change from 40 years ago. C levels make too much and lowest levels barely get by. And we call it "capitalism" and move on.

Nah, it's throughout the entire management structure. Not just C-level.

Gut that, and then we can talk. There's zero reason for the sheer magnitude of "management" hierarchies. None.


OK I agree with this.
Though for quick results just gut the C levels first. There's a lot of other places in the corp to reduce waste. They just don't want to do it because it makes them money.

Doesn't help that BoDs are often made up of C-suite mofos from other companies and they're all in it for the money and not the long-term health of the company.
BigRobSA
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infinity ag said:

Lathspell said:

infinity ag said:

Lathspell said:

Doesn't really matter, anymore.

AI chat bots will fully take over all call centers in a couple years. All major UCaaS and CCaaS solutions out there are already adopting AI Chat bots and AI Receptionists to route calls based on key words, phrases, or concepts. We aren't far from the full experience being handled by AI.

However, even once the AI chat bots are there, businesses will still need to implement them into their environment, CRM's, ERP's, etc. Until those API's are in place and working smoothly, we won't be in full AI mode. Even when it does, they will still need some human agents for escalations, which will still probably be based overseas.

Ultimately, it will come down to you either talking to someone from Manila or an AI bot. None of these companies are ever moving their call centers back to the US.


Not as simple.

Yes, at first many will adopt AI and that will be a novelty but eventually it will become cumbersome and annoying and there will be a backlash. The company which brings back human service will get all the business.

This is an ignorant post. You don't seem to have any experience with implementing AI within an enterprise organization nor what's currently available for businesses, today. Have you ever actually implemented a contact center solution for a business? Have you supported one?

The vast majority of consumers don't care about customer service. They say they do, but they care more about cost. If someone can barely afford rent or a car, they aren't paying a premium for their auto insurance, they will pay for the cheapest.

Also, a live person =/= great customer service. In fact, a live person is limited to their own knowledge level and ability to actually assist the customer. If I have to jump around between 3 different live customer success agents to get something done when an AI chat bot, that is tied into a company's CRM, billing system, and ordering system, can immediately make those changes, I'm going with the AI chatbot.

AI is not a novelty. If you are a business that does not embrace AI, you will either be a niche business or will die.


If AI does a good job and makes people happy, they will stay. If it becomes hard to deal with the company and get through their AI defense system, then people will just move to a company where you can talk to someone.

When I deal with insurance companies, I hate going through multiple menu options. Just get me to an effin rep so I can explain and he can do it for me. If AI does the job, then I would prefer AI. If it sucks then give me a real person. Let's see how what happens.

AI ****ing sucks for customer service.

I deal with the current "AI" crap already.

AI: "Thank you for calling Company A....please follow the prompts, which might have changed since your last call (etc.)."

Me: (regular voice) "representative"

AI: "In order to connect you to the correct department...."

Me: (a little louder) "Representative!"

AI: "In order to connect you to the correct department...."

Me: (whispering "Mother****er" prior to yelling) "REPRESENTATIVE!"

AI: "In order to connect you to the correct department...."

Me: (Full-blown mad-faced now) "REP-REE-ZENt-A-TIVE!!!!"

AI: "In order to connect you to the correct department...."

Me: Shotgun shell to the phone.
infinity ag
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BigRobSA said:

infinity ag said:

BigRobSA said:

infinity ag said:

BigRobSA said:

AustinAg2K said:

Customer service is a dead concept. Everyone is fine complaining about it, but virtually no one is willing to pay an extra dollar on something for better service. Look at the airline industry. Everyone hates airlines, but when they go to buy a ticket, most everyone will just buy the cheapest ticket and then ***** about how they get nickel and dimed.

There's no reason good, American CS can't be "a thing" again for the same price.

Cut the corporate bloat.

There always WAY too many levels of management that can easily be gutted and nothing will change. Zero intrinsic value to most corporate mgmnt levels.


Biggest bloat is C level comp. Cut that and pay the workers more and see the difference. That is the only change from 40 years ago. C levels make too much and lowest levels barely get by. And we call it "capitalism" and move on.

Nah, it's throughout the entire management structure. Not just C-level.

Gut that, and then we can talk. There's zero reason for the sheer magnitude of "management" hierarchies. None.


OK I agree with this.
Though for quick results just gut the C levels first. There's a lot of other places in the corp to reduce waste. They just don't want to do it because it makes them money.

Doesn't help that BoDs are often made up of C-suite mofos from other companies and they're all in it for the money and not the long-term health of the company.


Yes, It's a simple you scratch my back and I scratch yours policy. Once you get into the C-Club, you are golden. You can sleep with your employees or steal money, you may get fired but will always get picked up again and make money in the process.

That explains why everything sucks these days. No motivation of these clowns to improve anything. Why would they? They get paid for doing nothing.
infinity ag
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BigRobSA said:

infinity ag said:

Lathspell said:

infinity ag said:

Lathspell said:

Doesn't really matter, anymore.

AI chat bots will fully take over all call centers in a couple years. All major UCaaS and CCaaS solutions out there are already adopting AI Chat bots and AI Receptionists to route calls based on key words, phrases, or concepts. We aren't far from the full experience being handled by AI.

However, even once the AI chat bots are there, businesses will still need to implement them into their environment, CRM's, ERP's, etc. Until those API's are in place and working smoothly, we won't be in full AI mode. Even when it does, they will still need some human agents for escalations, which will still probably be based overseas.

Ultimately, it will come down to you either talking to someone from Manila or an AI bot. None of these companies are ever moving their call centers back to the US.


Not as simple.

Yes, at first many will adopt AI and that will be a novelty but eventually it will become cumbersome and annoying and there will be a backlash. The company which brings back human service will get all the business.

This is an ignorant post. You don't seem to have any experience with implementing AI within an enterprise organization nor what's currently available for businesses, today. Have you ever actually implemented a contact center solution for a business? Have you supported one?

The vast majority of consumers don't care about customer service. They say they do, but they care more about cost. If someone can barely afford rent or a car, they aren't paying a premium for their auto insurance, they will pay for the cheapest.

Also, a live person =/= great customer service. In fact, a live person is limited to their own knowledge level and ability to actually assist the customer. If I have to jump around between 3 different live customer success agents to get something done when an AI chat bot, that is tied into a company's CRM, billing system, and ordering system, can immediately make those changes, I'm going with the AI chatbot.

AI is not a novelty. If you are a business that does not embrace AI, you will either be a niche business or will die.


If AI does a good job and makes people happy, they will stay. If it becomes hard to deal with the company and get through their AI defense system, then people will just move to a company where you can talk to someone.

When I deal with insurance companies, I hate going through multiple menu options. Just get me to an effin rep so I can explain and he can do it for me. If AI does the job, then I would prefer AI. If it sucks then give me a real person. Let's see how what happens.

AI ****ing sucks for customer service.

I deal with the current "AI" crap already.

AI: "Thank you for calling Company A....please follow the prompts, which might have changed since your last call (etc.)."

Me: (regular voice) "representative"

AI: "In order to connect you to the correct department...."

Me: (a little louder) "Representative!"

AI: "In order to connect you to the correct department...."

Me: (whispering "Mother****er" prior to yelling) "REPRESENTATIVE!"

AI: "In order to connect you to the correct department...."

Me: (Full-blown mad-faced now) "REP-REE-ZENt-A-TIVE!!!!"

AI: "In order to connect you to the correct department...."

Me: Shotgun shell to the phone.


haha I experienced this 2 days ago with Lib Mutual at 800-290-8711. They try their hardest to not let you talk to a real person through a maze of options. It's AI even creatively acts dumb when you ask for a representative. ha ha
TRD-Ferguson
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AG
My 96 year old mother in law screams "AMERICAN AMERICAN. Give me a native born AMERICAN to talk too."

Surprisingly, she gets one after a while.
txyaloo
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infinity ag said:

AustinAg2K said:

Customer service is a dead concept. Everyone is fine complaining about it, but virtually no one is willing to pay an extra dollar on something for better service. Look at the airline industry. Everyone hates airlines, but when they go to buy a ticket, most everyone will just buy the cheapest ticket and then ***** about how they get nickel and dimed.


No.

People go cheap with they are students and fresh out of college and building their net worths. After a point, they do not go cheap, they pay more for quality. They do that with everything. Cars also. My first cars were Honda and Ford. Latest are BMW and Audi. Who knows what next? Maybe a Merc.

As for longer flights, I plan to go by business class the next international trip I take.

But the way the economy is the last 10-15 years, people just don't have the chance to make enough money to spend. All opportunities go overseas.

Business class generally gets you the exact same customer service as back of the bus in coach unless you have high status. Status gets you service with airlines. For example, United has a 1K customer service line staffed by US agents who answer quickly and can make lots of exceptions. I pay for a United Club membership mainly for the in person customer service. It's invaluable when there's irregular operations and you need to change a flight. I think people will pay for service if it's marketed correctly.

How do you even discern quality anymore? So many formerly "quality" brands are offshoring to China now. I have a few replica "swiss" watches that for 99% of world, including authorized dealers, they couldn't tell the watch is fake without taking the case back off. I've had several of them for at least 15 years, and they still keep time just like a real "swiss" made watch, they look like a swiss watch, but they cost me $250 not $12,500. So does that imply they're a quality good?

BMW, Audi, and Mercedes aren't quality compared to Honda or Toyota so that's a terrible example. Those evil CEOs and CMOs have confused you with their marketing. If you think you're getting a better vehicle by buying one of those brands, you're wrong. You're buying the brand for the logo. You'd go buy a fully loaded Genesis GV80 if you wanted a nice "quality" car for your money instead of a low end Mercedes SUV, but you want the star on the hood.
txyaloo
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AG
infinity ag said:


If AI does a good job and makes people happy, they will stay. If it becomes hard to deal with the company and get through their AI defense system, then people will just move to a company where you can talk to someone.

When I deal with insurance companies, I hate going through multiple menu options. Just get me to an effin rep so I can explain and he can do it for me. If AI does the job, then I would prefer AI. If it sucks then give me a real person. Let's see how what happens.

How have you not figured out that you can repeatedly press 0 (even if it isn't a spoken menu option) in the ICD menu and get to a live person 99% of the time? That's default programming in most ICDs. It may not get you to the right live person, but it'll get you to someone who will likely warm transfer you.
MsDoubleD81
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I've tried that on several phone calls. I get "that is not a valid option"
txyaloo
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MsDoubleD81 said:

I've tried that on several phone calls. I get "that is not a valid option"

# and * are the other typical breakout keys. I have 99% success with one of those 3.

The only recent trees I've run into that I couldn't break out of was Fedex and UPS. UPS' IVR just hangs up on you now if you try and break out.
Jock 07
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Spent 3 hours the other day with Verizon Indians to ultimately not getting anything resolved. I usually just run things through BBB and let them reach out to me with someone competent but I was trying to get my wife's new watch cellular capability enabled asap. Should've known better. On another note I'm done with Verizon and think I'm going to go with comcast mobile service.
Sid Farkas
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AG
Force companies to compensate for enormous impact to lost productivity ("stolen labor") for all the hours wasted dealing with call centers who have no incentive to improve. (both automated and manned cs).

Politicians should skip the Obama phones and promise customer support reform to get votes instead.

Sid Farkas
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AG
https://www.manilatimes.net/2024/08/11/business/sunday-business-it/ph-contact-centers-under-pressure-from-ai/1963121

Quote:

PH contact centers under pressure from AI

THE national customer service or better known as the BPO industry in the Philippines reached P13 trillion in 2023, nearly 10 percent of the GDP. With many multinational companies outsourcing operations to the Philippines, the demand for scalable and efficient customer service solutions is strong.


First victim of the AI revolution will be the entire Philippine economy
Lathspell
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BigRobSA said:

infinity ag said:

Lathspell said:

infinity ag said:

Lathspell said:

Doesn't really matter, anymore.

AI chat bots will fully take over all call centers in a couple years. All major UCaaS and CCaaS solutions out there are already adopting AI Chat bots and AI Receptionists to route calls based on key words, phrases, or concepts. We aren't far from the full experience being handled by AI.

However, even once the AI chat bots are there, businesses will still need to implement them into their environment, CRM's, ERP's, etc. Until those API's are in place and working smoothly, we won't be in full AI mode. Even when it does, they will still need some human agents for escalations, which will still probably be based overseas.

Ultimately, it will come down to you either talking to someone from Manila or an AI bot. None of these companies are ever moving their call centers back to the US.


Not as simple.

Yes, at first many will adopt AI and that will be a novelty but eventually it will become cumbersome and annoying and there will be a backlash. The company which brings back human service will get all the business.

This is an ignorant post. You don't seem to have any experience with implementing AI within an enterprise organization nor what's currently available for businesses, today. Have you ever actually implemented a contact center solution for a business? Have you supported one?

The vast majority of consumers don't care about customer service. They say they do, but they care more about cost. If someone can barely afford rent or a car, they aren't paying a premium for their auto insurance, they will pay for the cheapest.

Also, a live person =/= great customer service. In fact, a live person is limited to their own knowledge level and ability to actually assist the customer. If I have to jump around between 3 different live customer success agents to get something done when an AI chat bot, that is tied into a company's CRM, billing system, and ordering system, can immediately make those changes, I'm going with the AI chatbot.

AI is not a novelty. If you are a business that does not embrace AI, you will either be a niche business or will die.


If AI does a good job and makes people happy, they will stay. If it becomes hard to deal with the company and get through their AI defense system, then people will just move to a company where you can talk to someone.

When I deal with insurance companies, I hate going through multiple menu options. Just get me to an effin rep so I can explain and he can do it for me. If AI does the job, then I would prefer AI. If it sucks then give me a real person. Let's see how what happens.

AI ****ing sucks for customer service.

I deal with the current "AI" crap already.

AI: "Thank you for calling Company A....please follow the prompts, which might have changed since your last call (etc.)."

Me: (regular voice) "representative"

AI: "In order to connect you to the correct department...."

Me: (a little louder) "Representative!"

AI: "In order to connect you to the correct department...."

Me: (whispering "Mother****er" prior to yelling) "REPRESENTATIVE!"

AI: "In order to connect you to the correct department...."

Me: (Full-blown mad-faced now) "REP-REE-ZENt-A-TIVE!!!!"

AI: "In order to connect you to the correct department...."

Me: Shotgun shell to the phone.

This is what I mean by "ignorant" about both AI and contact center solutions. What you are talking about is an IVR, not AI. The reason it didn't understand you is because it's a simple IVR routing tree that is waiting for you to say one of the words it has in its knowledge base.

Automation =\= AI

ETA: This would be like someone saying, "Millitaries should use tanks on the battlefield because of how powerful and armored they are." And then someone comes along and says, "tanks suck, don't put out that much firepower, and don't have enough armor." Then, after listening to that person, you realize he's only ever ridden in a humvee and actually has no idea what a tank is.
Ryan the Temp
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96AgGrad said:

When you realize it's their goal to make most callers give up everything makes a lot more sense.

Yep. There is a reason it takes repeating yourself 10 times to 15 different people over the course of four hours to cancel AT&T service. They want you to give up and continue giving them your money.
Bonfired
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I'm pretty sure it was coincidental timing, but I was trying to get to a live person (credit union issue) and was going through the death trap of menus and "please wait for the next available representative" when I finally said "goddammit" and I was on with a rep in literally a couple of seconds.

Even back in 2005 I was fed up with outsourced customer service…I was due to fly back with my mom to Pensacola, FL from California, but our flight was due to arrive about the same time as a hurricane (Dennis), so I tried to get the flight rescheduled to a different airport. The CS reps in wherever-the-hell South Asia kept telling me that the airport was still open when I knew it wasn't. I at least ended up getting refunded for the extra expense I incurred from their incompetence, but I've never been as frustrated with anyone as I was with them.
Ryan the Temp
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Quote:

I'm pretty sure it was coincidental timing, but I was trying to get to a live person (credit union issue) and was going through the death trap of menus and "please wait for the next available representative" when I finally said "goddammit" and I was on with a rep in literally a couple of seconds.

May not have been a coincidence. Some IVR systems are programmed to listen for swear words because it indicates an angry customer. Running through a list of swear words while on hold can sometimes get you a live agent faster.
one safe place
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infinity ag said:

BigRobSA said:

AustinAg2K said:

Customer service is a dead concept. Everyone is fine complaining about it, but virtually no one is willing to pay an extra dollar on something for better service. Look at the airline industry. Everyone hates airlines, but when they go to buy a ticket, most everyone will just buy the cheapest ticket and then ***** about how they get nickel and dimed.

There's no reason good, American CS can't be "a thing" again for the same price.

Cut the corporate bloat.

There always WAY too many levels of management that can easily be gutted and nothing will change. Zero intrinsic value to most corporate mgmnt levels.


Biggest bloat is C level comp. Cut that and pay the workers more and see the difference. That is the only change from 40 years ago. C levels make too much and lowest levels barely get by. And we call it "capitalism" and move on.

You should start your own company, take a very low salary, and pay your workers twice what your competition does, run the other companies out of business. Show them how it's done!

Barely get by? Not sure what world you live in, but in the world I live in, the workers are living in very nice houses, drive very nice vehicles, and do pretty well.
one safe place
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96AgGrad said:

When you realize it's their goal to make most callers give up everything makes a lot more sense.

I agree with this. When you sign up for something, you likely are talking to an American-born white gal or guy. Once on board, if you want to change something, or cancel something, then that number you call winds up in a call center in Pakistan or India.

I wish there was a law such that any chance or cancellation has to be available online. Want to change a deductible? Check a box. Want to cancel? Check a box. Five or six tabs should cover about 95% of the things most customers are calling about. No wait, no sitting on the phone. Make your selection and done.
zephyr88
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AG
I spent half an hour straightening out and auto-payment issue with some Gandhi named "Paul" today. He was barely understandable. It got so bad, I just hung up and called back. Still didn't get an American, but at least the Asian woman who answered spoke clearly.
BkYdPitmaster
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infinity ag said:

Last weekend I switched to Progressive Insurance and called Liberty Mutual to cancel my old one. They kept me on hold for 35 minutes and it went on and on.

I called the next day and it was faster but this cost saving to give the CEO a big fat bonus trick has gone on too long.

At least the OP is lucky he didn't catch a dude with an obvious Indian accent calling himself "Steve".

When I switch I now have the new insurance company cancel the former one. Works fast and like a charm.
Backyard Pitmaster
infinity ag
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BkYdPitmaster said:

infinity ag said:

Last weekend I switched to Progressive Insurance and called Liberty Mutual to cancel my old one. They kept me on hold for 35 minutes and it went on and on.

I called the next day and it was faster but this cost saving to give the CEO a big fat bonus trick has gone on too long.

At least the OP is lucky he didn't catch a dude with an obvious Indian accent calling himself "Steve".

When I switch I now have the new insurance company cancel the former one. Works fast and like a charm.


Well good it worked for you but I don't trust these corporations. They can easily "forget" and I am on the hook for the wasted money. There is no way to hold them accountable. I am okay spending the few minutes but it is in my control.
infinity ag
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one safe place said:

96AgGrad said:

When you realize it's their goal to make most callers give up everything makes a lot more sense.

I agree with this. When you sign up for something, you likely are talking to an American-born white gal or guy. Once on board, if you want to change something, or cancel something, then that number you call winds up in a call center in Pakistan or India.

I wish there was a law such that any chance or cancellation has to be available online. Want to change a deductible? Check a box. Want to cancel? Check a box. Five or six tabs should cover about 95% of the things most customers are calling about. No wait, no sitting on the phone. Make your selection and done.


Agree.

I looked, there was no way to cancel the policy online. I was able to delete and add a car a few months ago. Adding a driver is easy too. Deleting a driver I believe was not possible, the site asked me to call a number.

Crooked corporations.
infinity ag
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one safe place said:

infinity ag said:

BigRobSA said:

AustinAg2K said:

Customer service is a dead concept. Everyone is fine complaining about it, but virtually no one is willing to pay an extra dollar on something for better service. Look at the airline industry. Everyone hates airlines, but when they go to buy a ticket, most everyone will just buy the cheapest ticket and then ***** about how they get nickel and dimed.

There's no reason good, American CS can't be "a thing" again for the same price.

Cut the corporate bloat.

There always WAY too many levels of management that can easily be gutted and nothing will change. Zero intrinsic value to most corporate mgmnt levels.


Biggest bloat is C level comp. Cut that and pay the workers more and see the difference. That is the only change from 40 years ago. C levels make too much and lowest levels barely get by. And we call it "capitalism" and move on.

You should start your own company, take a very low salary, and pay your workers twice what your competition does, run the other companies out of business. Show them how it's done!

Barely get by? Not sure what world you live in, but in the world I live in, the workers are living in very nice houses, drive very nice vehicles, and do pretty well.


Stop covering up for terrible management and charlatan leadership.
It is attitudes like this why nothing works and everything is overpriced.

I show how it is done in ways that matter to me. I can show you have to make money in the stock market - I have made a lot. Unfortunately in today's world we are stuck with corporations by law. You have to buy insurance by law.

Most people in the lowest levels barely get by. You may be living in an awesome world as a trust fund baby but most of America isn't that lucky.
Slwdsm
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My previous employer was shifting our own call centers overseas as much as possible.

They shifted majority of our IT department to an overseas call center that was completely inept as well. If it wasnt a simple issue the foreign IT team would create a ticket and submit it to the skeleton crew that was retained in office.

So we had idiots from overseas screwing up everything they touched (and getting rid of entry level positions) and when our system screwed up we had to spend hours reaching out to different idiots overseas that were no help.

Tripping over a dollar to save a dime.
one safe place
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infinity ag said:

one safe place said:

infinity ag said:

BigRobSA said:

AustinAg2K said:

Customer service is a dead concept. Everyone is fine complaining about it, but virtually no one is willing to pay an extra dollar on something for better service. Look at the airline industry. Everyone hates airlines, but when they go to buy a ticket, most everyone will just buy the cheapest ticket and then ***** about how they get nickel and dimed.

There's no reason good, American CS can't be "a thing" again for the same price.

Cut the corporate bloat.

There always WAY too many levels of management that can easily be gutted and nothing will change. Zero intrinsic value to most corporate mgmnt levels.


Biggest bloat is C level comp. Cut that and pay the workers more and see the difference. That is the only change from 40 years ago. C levels make too much and lowest levels barely get by. And we call it "capitalism" and move on.

You should start your own company, take a very low salary, and pay your workers twice what your competition does, run the other companies out of business. Show them how it's done!

Barely get by? Not sure what world you live in, but in the world I live in, the workers are living in very nice houses, drive very nice vehicles, and do pretty well.


Stop covering up for terrible management and charlatan leadership.
It is attitudes like this why nothing works and everything is overpriced.

I show how it is done in ways that matter to me. I can show you have to make money in the stock market - I have made a lot. Unfortunately in today's world we are stuck with corporations by law. You have to buy insurance by law.

Most people in the lowest levels barely get by. You may be living in an awesome world as a trust fund baby but most of America isn't that lucky.

ol, definitely not a trust fund baby. My dad quit school and ran away from home at the age of 11. You can imagine he never had much to fund a trust with.

But the picture isn't anywhere as close to as bleak as you wish to make it, to support the little guy vs CEO stance you like to take. Not all management is terrible, nor leadership charlatans. Again, you have all the answers as to how "corporations" should be run, how management should be compensated, and how the workers should be compensated and yet you have not done so yourself.

Everyone but the truly disabled (only a tiny fraction of those on disability) has everything they are willing to work and sacrifice and take risks to acquire. To much opportunity to do well, but it is much easier to point a finger at those who have more and claim that is why others have less. Nobody is entitled to have more than they have. You don't get to decide how much someone should make, who is overpaid, or who is underpaid. You do if you have your own business but not for someone else's business. Of course, if you had your own business, you would be a CEO. Now, that would twist you around like a pretzel.
,
$300,000 and $400,000 houses are being built, and people are buying them, $60,000 and $70,000 vehicles are being built, and people are buying them. People without a college degree are making $130,000 to $180,000 working for someone else (likely a corporation with a CEO) those with their own business can make much more. If you are not paid what you think you are worth, take your skill set to an employer who values you as much as you value yourself. You contend nothing works, I don't agree.
swimmerbabe11
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My sales partner just picked up a second job for fun. Its work from home, 20 bucks an hour, have to have 3 monitors. Other than that, she had to take some certs about insurance. Had zero training on the software programs, the calls etc. The script pops up on her screen and she reads it.

She finally asked to join some folks to "shadow"
I imagine they have such a high turnover rate they don't require the training.

Mostly she is helping people access their insurance benefits or place FSA/HSA orders. I know she is probably good, but I thought about how often that must ne miserable or how many cultural SAHM/barely English speaking folks do that where we think its overseas but its really just Dearborn.
Ag_of_08
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AG
Sales of both cars and homes have slowed badly as the job market has continued to be bleak and inflation/price increases have continued, albeit slowed down to an extent( now that holiday inventory is clearing out we're likely to see price increases crank up as the new taxes applied to imports kick in)
DapperDanMan
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AG
This reminded me of an experience my wife had before Christmas that blew her away. My son is a student pilot and for Christmas we ordered him a flight computer from a company called Speedy's. When we received the package we realized they got our order mixed up with someone else's. My wife called their customer service number and someone answered the phone. She didn't have to press 1 or anything just a person answered the phone and had an American accent. She said we got the wrong item and the guy said we could keep it and we received the correct item the next day. So if you have a pilot friend or family, Speedy's had awesome customer service.
infinity ag
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one safe place said:

infinity ag said:

one safe place said:

infinity ag said:

BigRobSA said:

AustinAg2K said:

Customer service is a dead concept. Everyone is fine complaining about it, but virtually no one is willing to pay an extra dollar on something for better service. Look at the airline industry. Everyone hates airlines, but when they go to buy a ticket, most everyone will just buy the cheapest ticket and then ***** about how they get nickel and dimed.

There's no reason good, American CS can't be "a thing" again for the same price.

Cut the corporate bloat.

There always WAY too many levels of management that can easily be gutted and nothing will change. Zero intrinsic value to most corporate mgmnt levels.


Biggest bloat is C level comp. Cut that and pay the workers more and see the difference. That is the only change from 40 years ago. C levels make too much and lowest levels barely get by. And we call it "capitalism" and move on.

You should start your own company, take a very low salary, and pay your workers twice what your competition does, run the other companies out of business. Show them how it's done!

Barely get by? Not sure what world you live in, but in the world I live in, the workers are living in very nice houses, drive very nice vehicles, and do pretty well.


Stop covering up for terrible management and charlatan leadership.
It is attitudes like this why nothing works and everything is overpriced.

I show how it is done in ways that matter to me. I can show you have to make money in the stock market - I have made a lot. Unfortunately in today's world we are stuck with corporations by law. You have to buy insurance by law.

Most people in the lowest levels barely get by. You may be living in an awesome world as a trust fund baby but most of America isn't that lucky.

ol, definitely not a trust fund baby. My dad quit school and ran away from home at the age of 11. You can imagine he never had much to fund a trust with.

But the picture isn't anywhere as close to as bleak as you wish to make it, to support the little guy vs CEO stance you like to take. Not all management is terrible, nor leadership charlatans. Again, you have all the answers as to how "corporations" should be run, how management should be compensated, and how the workers should be compensated and yet you have not done so yourself.

Everyone but the truly disabled (only a tiny fraction of those on disability) has everything they are willing to work and sacrifice and take risks to acquire. To much opportunity to do well, but it is much easier to point a finger at those who have more and claim that is why others have less. Nobody is entitled to have more than they have. You don't get to decide how much someone should make, who is overpaid, or who is underpaid. You do if you have your own business but not for someone else's business. Of course, if you had your own business, you would be a CEO. Now, that would twist you around like a pretzel.
,
$300,000 and $400,000 houses are being built, and people are buying them, $60,000 and $70,000 vehicles are being built, and people are buying them. People without a college degree are making $130,000 to $180,000 working for someone else (likely a corporation with a CEO) those with their own business can make much more. If you are not paid what you think you are worth, take your skill set to an employer who values you as much as you value yourself. You contend nothing works, I don't agree.


Yes, "not all". Just like "not all" Muslims are terrorists is what they tell us after every attack by.... yes, another Mohammed.

So the next time I criticize the President for something, will you advise me to run for President myself and then show everyone how it is done?

People are buying expensive stuff but have you checked out the debt levels in America? I learned not to trust what people buy early on. I always felt I didn't buy fancy stuff while many people I knew were. Were they more successful? Until I realized they all bought on debt and I did not want to. Even today I avoid debt and have no debt right now and plan to keep it that way. My point is the world isn't always what it seems like.
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