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I hope my job gets outsourced to Pakistan/India/Phillipines, there is just too much bullshit involved. The only problem is, there are no jobs around. I need to have a job. There needs to be some serious change here so I can maintain my sanity and source of income. No one wants to stand up to management, because the corporate guys could fire us all in a heartbeat. Can anyone offer any solutions to make them change their policies? We can't unionize, they'd just fire us all. We've asked our supervisors for change, and nothing happens. Also, does anyone else have a similar experience in customer service?
TL:DR: management is setting impossible requirements for us lowly employees. I dont want to lose my job. How do I influence change in the corporate machine?
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I hope my job gets outsourced to Pakistan/India/Phillipines
Well, you might as well quit then, as the only effect that would have is the equivalent. The majority of call centers are offshore. This also means that, since that is the case, the work standards in all call centers approximate those of offshore establishments. That is, because most of this work is offshore, you get to work like some exploited Indian or Colombian, and they work like that because the support service companies can bypass or ignore some of their national labor laws, if they aren't already rather bland.
I agree that it's an unsavoury act, but you have to remember that it's your company being rude to its customers, not you.
Patrick made that statement as an additional reason (apart from the company detecting the disconnection) why he doesn't tend to hang up arbitrarily. According to the company, it is you who's being rude to the customer if the conditions under which you can disconnect a customer weren't met. So in that case either or both the customer and the company may end up hating you.
The call centre I used to work for started adding new pointless templates and authoritarian guidelines like this without adjusting our call times, and they were all shrugging their shoulders when I, and many others, began cheating and just hanging up on clients to make up for lost time. This continued until our section was shut down, leading to ~150 lay offs, and I'm sure the retards in management were still scratching their heads as to why up until the very end.
I remember a similar experience from a call center.
It was likely competing with offshore centers, that tend to be cheaper. The reason they keep some in the US or other parts of the more expensive 1st world is because the English is better. They companies hiring the service can tolerate the extra cost as long as it boosts customer response a bit more than usual.
In addition, in telemarketing and support, work positions change a lot. The people in charge of the policies come and go. That job itself is stressful and is seen as a stepping stone more coveted positions. This makes them relatively irresponsible and disconnected in relation to previous policies. Supervisors are also encouraged to purposely pressure newbies by stressing them out to the point that they'll accept this unstable mode of work, dangling the uncertain carrot of future job positions to keep them going.
That is, because most of this work is offshore, you get to work like some exploited Indian or Colombian, and they work like that because the support service companies can bypass or ignore some of their national labor laws, if they aren't already rather bland.
On the contrary, this is not what I have heard. Apparently Dell's 24 hour call center in India is a great place to work, they put a bus on at the start/end of every shift (delivering new workers and relieving old ones) so you can always get to work and home easily, and they pay several times the average wage which is great for Indians and still cheap for Dell. However, this may all be rumor so I'll add [citation definitely needed] myself.
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