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I'm pretty sure even magazines are outsourcing subscription customer service now. I called to cancel Entertainment Weekly and was surprised that there was someone that sounded Indian on the phone.
When we questioned why our customer service was now in Manilla, and also handing lots of inbound sales, we were informed that while we cost $1-$5 per call (depending on the outcome) they only charged 79 cents. Of course, lots of customers complain because they can't understand what the people are saying.....but companies don't care as long as they can squeeze every dime possible out of a sale.
Because of this....I laugh every time I see the 'Peggy' commercial! Love it!
I used to be a CSR and my average pay was $7-$10 an hour. You were lucky to get benefits, conditions were horrible, the managers were nasty and it is like a modern day sweatshop. That is partly the reason why the call-centers bailed in the US. Massive turnover was costing them a lot of money. Now the overseas CSR's are experiencing the same burnout. Funny.
There are states that outsource the human services/welfare benefits calls. Those folks have access to SSN's and other personal information. Plus they have to deal with irate folks losing aid and food-stamps.
When we questioned why our customer service was now in Manilla, and also handing lots of inbound sales, we were informed that while we cost $1-$5 per call (depending on the outcome) they only charged 79 cents. Of course, lots of customers complain because they can't understand what the people are saying.....but companies don't care as long as they can squeeze every dime possible out of a sale.
Because of this....I laugh every time I see the 'Peggy' commercial! Love it!
So true ! One time I was talking to some customer rep and I seriously could NOT understand what she was saying and I asked for a supervisor.
She connected me to the supervisor who spoke great English and was from Pennsylvania
So true ! One time I was talking to some customer rep and I seriously could NOT understand what she was saying and I asked for a supervisor.
She connected me to the supervisor who spoke great English and was from Pennsylvania
yep,yep; the moment I hear the very strong accent I go ahead and ask for a supervisor. I would rather sit on hold waiting than try to act as a translator.
I'm with ya on the CS's. Thye make me furious, but that commercial is hilarious. Speaking of being on hold, I saw another new commercial today, with Peggy, but with another guy. "Peggy" puts they guy on the hold and then just walks out of the room and turns out the lights. The camera pans out and shows an entire dark room full of phones, all with the little red "hold" light flashing, as Peggy stands in the doorway, and he says "so pretty". I just cracked up. I'm sure this is probably what happens.
I'm with ya on the CS's. Thye make me furious, but that commercial is hilarious. Speaking of being on hold, I saw another new commercial today, with Peggy, but with another guy. "Peggy" puts they guy on the hold and then just walks out of the room and turns out the lights. The camera pans out and shows an entire dark room full of phones, all with the little red "hold" light flashing, as Peggy stands in the doorway, and he says "so pretty". I just cracked up. I'm sure this is probably what happens.
I saw this new commercial you are referring to but I was running out the door so could not take it in like the other one. I do remember tons of blinking phones , lol !
I was wondering if we ALL asked for a supervisor then maybe these big companies would get a clue ?
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