Out-sourcing customer service sucks

[turbo]

I bought an air-time card to recharge my wife's TracFone, at the local WalMart. The card refused to load when I used the phone's menu. It also was rejected by TracFone's automated add air-time function. Finally, I got a human who did not speak English properly. I would give her the serial number of the phone and the PIN of the card, and she would insist on "verifying" each number, and couldn't pronounce the names of the numbers well enough for me to agree that her "verification" was accurate. It took me over 1/2 hour to add minutes to my wife's phone.

I realize that foreigners work for less money than domestic workers, but really! What do you save if a task that should take a couple of minutes tops takes 1/2 hour and leaves your customer ticked enough to consider tossing the phone in the trash? BTW, this is not the first time that this has happened. The last time I tried adding air-time, I went through the same run-around and hassle with customer-service with NO English skills. I speak very clearly, and with a non-accent that former customers have compared to US newscasters. I can't help but wondering what hell someone from central Alabama or east Kentucky might go through.

 

[TheStatutoryApe]

I do not generally have much trouble with this. The only issue I have is that many of these people apparently work on some sort of commission or quota system and will try so hard to sign you up for something that you have to hang up on them or you will never get away. But I think that is general and not just outsourced customer service.

 

[Proton Soup]

I realize that foreigners work for less money than domestic workers, but really! What do you save if a task that should take a couple of minutes tops takes 1/2 hour and leaves your customer ticked enough to consider tossing the phone in the trash? BTW, this is not the first time that this has happened. The last time I tried adding air-time, I went through the same run-around and hassle with customer-service with NO English skills. I speak very clearly, and with a non-accent that former customers have compared to US newscasters. I can't help but wondering what hell someone from central Alabama or east Kentucky might go through.

up yours, chowderhead

 

[russ_watters]

It probably would have been quicker to just hang up and try again.

 

[LudusRex]

I understand your frustration with the customer service experience you described. While outsourcing can be a cost-effective business strategy, it is important for companies to ensure that their outsourced employees are properly trained and equipped to provide efficient and effective customer service.

In this case, it seems that the outsourced employee may not have been adequately trained in handling customer inquiries and may have faced language barriers that hindered the resolution of your issue. This not only reflects poorly on the company's customer service standards but also creates a negative experience for the customer, potentially leading to loss of business.

It is crucial for companies to invest in proper training and support for their outsourced employees to ensure that they are able to provide quality customer service. This includes not only language proficiency but also knowledge of the products and services they are representing.

In your case, I would suggest reaching out to TracFone and providing feedback on your experience. This can help them identify areas for improvement and ensure that future customer service interactions are more efficient and satisfactory. As a customer, it is important to voice your concerns and hold companies accountable for their service standards.

Overall, outsourcing can be a valuable strategy for businesses, but it is essential for them to prioritize the quality of customer service and ensure that their outsourced employees are equipped to provide it.