General Info

[QUOTE=Goferring;2443244]I doubt domestic call centers will magically allow them to ramp up to 10 x their normal call volume overnight. Asian sweatshops have the ability to instantly introduce draconian working conditions until employees are litterally swan diving off 5 story dormitories. When the media find out, Western telcos can then divert business to a sister BPO company while the situation is 'fully investigated'.
[/QUOTE]The quality of service offered by those Philippine based call centres has been so low as to render them useless in many cases. There is widespread customer dissatisfaction from people in my company. The repeated frustration is usually enough for people to switch airlines, banks or utility companies. The Wuhan bat virus will be the trigger for companies to bring services back home.

The problem is that the LBFMs manning the call centres are not empowered to make decisions. They are also lazy and are unable to think logically. They have limited problem solving skills. Anything more complex than "Good morning Sir, how may I help you today?" or "I'm so sorry to hear that Sir" needs to be referred to supervisor. The supervisors have a little more delegated authority and ability to make simple decisions, but usually they will need to patch you into the home country's call centre where the problem will eventually get fixed. It is quite usual to call the Philippines three or four times for get a matter resolved. The problem is exacerbated because the LBFM on the graveyard shift is too lazy to type up a proper set of notes, so you have to start over again each time you call. She will rather be on PL looking for a nice white dick to fuck or scamming for some WU deposits.

There is also a major culture gap between the Philippines and the West which no one took into account when creating the BPO industry. Just knowing some English is insufficient to service a Westerner with a complex problem. How can an LBFM earning 18,000 peso and living in a nipa hut be expected to resolve an issue which she cannot even relate to?

[QUOTE=EngineDriver;2443036]

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The Philippines call centre business will also take a massive hit soon. Many of the major airline, energy and financial services companies in my country were caught out big time when their outsourced call centres could not operate because Filipinos were forced into isolation. Thousands of irate customers could not access their accounts in a time of urgent need. There is pressure now to bring all those call centres back home.


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[/QUOTE]One of my long time regulars works for a call center, she is working from home via the internet now. She was out of work for a couple of weeks but is now working a night shift from her house.

[QUOTE=KabulGuy;2443259]One of my long time regulars works for a call center, she is working from home via the internet now. She was out of work for a couple of weeks but is now working a night shift from her house.[/QUOTE]I know of a hotel that rented all 150+ rooms to a call center for its employees from March 15 onward. The call center buses the employees to and from work everyday.

Lots of call centers are still operating. Since day one call centers have been deeded essential services.

USA companies will not be bringing call centers back home. It would be too costly. It would at least 8 times their labor cost let alone the other operating costs.

[QUOTE=EngineDriver;2443256]{Snip}

The problem is that the LBFMs manning the call centres are not empowered to make decisions. They are also lazy and are unable to think logically. They have limited problem solving skills. Anything more complex than "Good morning Sir, how may I help you today?" or "I'm so sorry to hear that Sir" needs to be referred to supervisor. The supervisors have a little more delegated authority and ability to make simple decisions, but usually they will need to patch you into the home country's call centre where the problem will eventually get fixed. It is quite usual to call the Philippines three or four times for get a matter resolved. The problem is exacerbated because the LBFM on the graveyard shift is too lazy to type up a proper set of notes, so you have to start over again each time you call. She will rather be on PL looking for a nice white dick to fuck or scamming for some WU deposits.

{Snip}[/QUOTE]The biggest frustration I find with these overseas call centres is if the customer (me) presents a problem to the operator that isn't on their problem solving templates, they are totally incapable of resolving it. Generally their solution is to just tell you anything that may appease you even temporarily and just add you on their monthly stats as a "problem solved". The best thing about this virus is that companies will now be bringing back their customer support on-shore, and not a minute too soon IMHO.

[QUOTE=Stykler;2443302]The biggest frustration I find with these overseas call centres is if the customer (me) presents a problem to the operator that isn't on their problem solving templates, they are totally incapable of resolving it.[/QUOTE]LOL. I have been going back and forth with this Indian airline for 2 weeks now. Over 10 emails and 2 hours chatting with someone through the internet. They keep insisting to give me a credit even though they sent me emails saying they have refunded my money. Now they only want to give me part of the refund which is fine by me. But they still keep trying to force the credit on me. It is like they don't have the money and are stalling.

On 4/14/2020, 9:28:08 PM, mre wrote:
Please cancel. This is my 10th email telling you guys to cancel not including the 2 hours I spent online chatting with someone. I DO NOT want a credit shell. I want money.
On Wednesday, April 15,2020 IndiGo Customer Relations <[EMAIL]customer.relations@goindigo.in[/EMAIL] .
With reference to your email, we would like to inform you that the facility to protect the entire ticket amount is available only in form of credit shell.

[QUOTE=EngineDriver;2443256]The quality of service offered by those Philippine based call centres has been so low as to render them useless in many cases.[/QUOTE]Valid point. I'm not going to defend the call centers' service quality. My comment was about their ability to rapidly ramp up. Most of the complaints that I'm aware of have been about excessive hold and wait times. Most of the airlines I've dealt with wouldn't even serve you unless you were scheduled to fly in the next 24 hours.

Cheers. G.

[QUOTE=MrEnternational;2443339]LOL. I have been going back and forth with this Indian airline for 2 weeks now.....

It is like they don't have the money and are stalling.[/QUOTE]They very well may not. 😁.

[QUOTE=MrEnternational;2443339]LOL. I have been going back and forth with this Indian airline for 2 weeks now. Over 10 emails and 2 hours chatting with someone through the internet. They keep insisting to give me a credit even though they sent me emails saying they have refunded my money. Now they only want to give me part of the refund which is fine by me. But they still keep trying to force the credit on me. It is like they don't have the money and are stalling.

On 4/14/2020, 9:28:08 PM, mre wrote:
Please cancel. This is my 10th email telling you guys to cancel not including the 2 hours I spent online chatting with someone. I DO NOT want a credit shell. I want money.
On Wednesday, April 15,2020 IndiGo Customer Relations <[EMAIL]customer.relations@goindigo.in[/EMAIL] .
With reference to your email, we would like to inform you that the facility to protect the entire ticket amount is available only in form of credit shell.[/QUOTE]If they cancelled the flight you can institute a chargeback. If you cancelled it, it is what the contract says though many airlines are offering vouchers or free rescheduling.

There has been a lot of chatter on the AC thread about if / when the lockdown will be lifted partially or fully.

This article (courtesy of GE) says it all IMHO.

Cebu just announced COVID 19 in one of its squatter areas (Zapetero) and that is a huge worry.

So me thinks the country is in for a hard time sadly.

[URL]https://www.esquiremag.ph/life/health-and-fitness/philippines-dead-last-in-coronavirus-pandemic-countries-safety-ranking-a00289-20200415[/URL]

[QUOTE=Stykler;2443302]The biggest frustration I find with these overseas call centres is if the customer (me) presents a problem to the operator that isn't on their problem solving templates, they are totally incapable of resolving it. Generally their solution is to just tell you anything that may appease you even temporarily and just add you on their monthly stats as a "problem solved". The best thing about this virus is that companies will now be bringing back their customer support on-shore, and not a minute too soon IMHO.[/QUOTE]My buddy came up with a solution to bypass the overseas call centers. At least where I call from. When they offer the option of press 1 for English or press 2 for another language, (French where I am) always press 2. His reasoning correctly is that the overseas call centers only speak English and their local language. When I press 2 for French, my call is automatically redirected to my local service provider. In my case, my local call centers are always perfectly bilingual English and French. Once you are connected you can have your problem resolved in English locally rather than going through an overseas call center. I have used his advice many times and it has never failed me.

[QUOTE=MrEnternational;2443339]LOL. I have been going back and forth with this Indian airline for 2 weeks now. Over 10 emails and 2 hours chatting with someone through the internet. They keep insisting to give me a credit even though they sent me emails saying they have refunded my money. Now they only want to give me part of the refund which is fine by me. But they still keep trying to force the credit on me. It is like they don't have the money and are stalling.

On 4/14/2020, 9:28:08 PM, mre wrote:
Please cancel. This is my 10th email telling you guys to cancel not including the 2 hours I spent online chatting with someone. I DO NOT want a credit shell. I want money.
On Wednesday, April 15,2020 IndiGo Customer Relations <[EMAIL]customer.relations@goindigo.in[/EMAIL] .
With reference to your email, we would like to inform you that the facility to protect the entire ticket amount is available only in form of credit shell.[/QUOTE]File the chargeback like GD mentioned. Send the refund confirmation email to your card issuer, they should file this as credit not processed and issue provisional credit. It's going to be really hard for the merchant to represent this charge with a refund email they sent you.

Just wondering if the news that American mongers have started to receive their Govt issued $1200 stimulus check has become public knowledge in the Philippines and if that's why I'm suddenly so popular on WhatsApp.

[QUOTE=CenTexCrash;2443679]Just wondering if the news that American mongers have started to receive their Govt issued $1200 stimulus check has become public knowledge in the Philippines and if that's why I'm suddenly so popular on WhatsApp.[/QUOTE]Just don't tell them how quick that $1200 can disappear in the US just living every day life.

[QUOTE=CenTexCrash;2443679]Just wondering if the news that American mongers have started to receive their Govt issued $1200 stimulus check has become public knowledge in the Philippines and if that's why I'm suddenly so popular on WhatsApp.[/QUOTE]No one that I know in PH knows about $1200 checks.

You are popular bc most girls are starving now and foreigners have the money. At least more money than they have. PH is a no work no pay country. Of course no pay no eat.

[QUOTE=Dg8787;2443715]No one that I know in PH knows about $1200 checks.[/QUOTE]Yes, but you only get it if you make less than $75,000. The checks are for poor people so the credit card companies can get their interest payments.