The right hand does not know what the left hand is doing.
Recently I read that two large cellular operators carried their call-center from Moscow far beyond its borders. Probably, this is a good step for companies, but how do clients in Moscow think about this?
I understand. The removal of a virtual service center outside of Moscow is:
- low labor cost
- less tax burden on the company
- job creation in the regions ...
But, dear, wait! But after all, these are pluses only for the company. I used to think that this was a plus for Moscow clients. In fact, this is just a huge minus. For the “Moscow call-center” does not know how its units operate in Moscow.
')
Trite, they ordered and paid for 24 January another account for using the corporate Internet in Moscow (and the equipment for it). Naturally, no one immediately gave us the equipment.
"We have to wait until the money goes to the personal account."
Moreover, the email from the serviced bank with the seals of the payment is completely unconvincing. Why does their bank send it at all then?
Okay, I don't mind waiting a day. It is a new day, January 25th. I call around 14 o'clock in the corporate department of Megaphone. The first call is a simple failure, "I'm sorry, I did not get through to your service office, call back in 15 minutes." Okay, wait. After 15 minutes - good luck! They see the money, and they are already "on the fact that you need an account, you can come and pick up the equipment at this office."
I come to the office at Novoslobodskaya, 23. And I immediately feel that something is amiss. There are no customers in the office. The input consultant: “Our database broke down in the morning. All operators, except the duty officer dismissed. Naturally, no one can give me anything.
But WHY in the call center DO NOT KNOW that the OFFICE DOES NOT SERVE clients since the morning ???
In my opinion, it is the call-centers that should have such information, and they must be the first to know about it in order to inform customers, and not to engage in their disinformation.
I would say right away that the OFFICE given today does not work for technical reasons.
Why do I find out about this, only when I come, in fact.
Was it hard to say on the phone? Or does the right hand always not know what the left hand is doing?
I understand. The removal of a virtual service center outside of Moscow is:
- low labor cost
- less tax burden on the company
- job creation in the regions ...
But, dear, wait! But after all, these are pluses only for the company. I used to think that this was a plus for Moscow clients. In fact, this is just a huge minus. For the “Moscow call-center” does not know how its units operate in Moscow.
')
Trite, they ordered and paid for 24 January another account for using the corporate Internet in Moscow (and the equipment for it). Naturally, no one immediately gave us the equipment.
"We have to wait until the money goes to the personal account."
Moreover, the email from the serviced bank with the seals of the payment is completely unconvincing. Why does their bank send it at all then?
Okay, I don't mind waiting a day. It is a new day, January 25th. I call around 14 o'clock in the corporate department of Megaphone. The first call is a simple failure, "I'm sorry, I did not get through to your service office, call back in 15 minutes." Okay, wait. After 15 minutes - good luck! They see the money, and they are already "on the fact that you need an account, you can come and pick up the equipment at this office."
I come to the office at Novoslobodskaya, 23. And I immediately feel that something is amiss. There are no customers in the office. The input consultant: “Our database broke down in the morning. All operators, except the duty officer dismissed. Naturally, no one can give me anything.
But WHY in the call center DO NOT KNOW that the OFFICE DOES NOT SERVE clients since the morning ???
In my opinion, it is the call-centers that should have such information, and they must be the first to know about it in order to inform customers, and not to engage in their disinformation.
I would say right away that the OFFICE given today does not work for technical reasons.
Why do I find out about this, only when I come, in fact.
Was it hard to say on the phone? Or does the right hand always not know what the left hand is doing?
Source: https://habr.com/ru/post/137014/
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