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| who's better..techs from india, philippines,us |
| india |
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8% |
[ 3 ] |
| india |
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8% |
[ 3 ] |
| philippines |
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5% |
[ 2 ] |
| philippines |
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5% |
[ 2 ] |
| us |
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36% |
[ 13 ] |
| us |
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36% |
[ 13 ] |
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| Total Votes : 36 |
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eazy_rider
conscientious beginner
Joined: 25 Nov 2004
Posts: 2
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 Posted: Thu Nov 25, 2004 3:02 pm Post subject: calling y'all attentions....just wanna know something |
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calling y'all attentions...i juz wanna get comment from customers,and all dell employees...
who do you think is better :
techs from india
techs from manila,philippines
techs from us
the reason why i'm asking is..im juz wonderin how come techs from india always has more awards than anybody else..eventhough we always receive complaints from customer being hanged up by those indian techs and poor communication and tech skills....
please answer the poll |
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Blaze
Dances with Hate
Joined: 17 Jul 2004
Posts: 787
Location: AO1
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| Posted: Thu Nov 25, 2004 6:09 pm Post subject: |
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| This is a very divisive subject and one I've had to come to grips with persistently. Unfortunately the goals of the company encourage the kind of behaviour that we see in many "bad" techs. At one of the pep rallies at AO1, one tech was acknowledged because he had simply taken more calls than any other tech in the call center. This should show you where the priorities of the company lay and why awards are given out to techs that are simply mediocre at best. |
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Badger
Dances with Hate
Joined: 03 Oct 2004
Posts: 787
Location: Behind the limes
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| Posted: Thu Nov 25, 2004 9:00 pm Post subject: |
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It all depends on what your definition of "better" is in this instantance. Better as in "Most calls", better as in "Best first time fix", better as in "Shortest handle time", better as in "Best call resolutions", etc...
But all call centers have their strengths and weaknesses. There's no reason to consider all of Indian tech support better than all of US tech support.
Besides, techs from Canada are far superior! 
| Blaze wrote: | | At one of the pep rallies at AO1, one tech was acknowledged because he had simply taken more calls than any other tech in the call center. |
Sometimes though, if you take a mediocre tech and give him a confidence boost and pat on the back, you can turn him into something better.
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Blaze
Dances with Hate
Joined: 17 Jul 2004
Posts: 787
Location: AO1
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| Posted: Thu Nov 25, 2004 9:55 pm Post subject: |
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| Badger wrote: | | Sometimes though, if you take a mediocre tech and give him a confidence boost and pat on the back, you can turn him into something better. |
And sometimes management actually realizes that someone that is crankin' the calls through isn't taking care of the customer. Unfortunately they choose to keep such people to make their number look good.
BTW, this tech also made COE numerous times and landed in "Camp" project which evidently was the result of someone recognizing that while his C/FTE/AHT/whatever, looked good, the rest of his stats (CARE ?) was a little below par. |
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Mideastcoast!BT
Dances with Hate
Joined: 28 Jun 2003
Posts: 173
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| Posted: Thu Nov 25, 2004 10:23 pm Post subject: Who's the Best |
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Well as a on site tech who has to calm down the really pissed off end user who has been put through the wringer by the India call center. It definitly is not the India techs. Not a day goes by where I don't get complaints about them. I have worked with the philipines call center a few times. Not bad at all. But by far the best have been the techs in the DMC. I have only had one tech there piss me off. A customer had been put through hell by India and they were tired of dealing with them. SO they paid me to come back, trouble shoot their system and deal with Dell. The problem was a defective integrated NIC. End result they didn't get a replacement motherboard. Instead they spent $20.00 on a new PCI NIC from Best Buy and they are happy. Of course they are also thinking that their next computers purchase will be from me instead of Dell.  |
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Blaze
Dances with Hate
Joined: 17 Jul 2004
Posts: 787
Location: AO1
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| Posted: Thu Nov 25, 2004 10:44 pm Post subject: |
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Integrated NIC goes bad and the customer will spend countless hours troubleshooting when all they really need to do is pop in a PCI replacement. Heard that so many times ! I suggested it to one customer (NIC passed diags and was generating a link light) but he stood firmly on having Dell fix his system after all of the troubleshooting he had been through. 6 hours with an India tech who didn't even run the Intel diags .
Note that on a percentage basis I'm not sure who is the best all-around. I just know that I hear a lot more complaints (and I mean really stupid complaints !) about India versus all others combined. Nobodies perfect. I miss on about 3~5 a week. But I guarantee one thing. I tried and I exhausted all the resources on my side of the phone. |
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Grissom
Lord of the Flies
Joined: 14 Apr 2003
Posts: 1553
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| Posted: Fri Nov 26, 2004 11:35 am Post subject: |
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| Quote: | | BTW, this tech also made COE numerous times and landed in "Camp" project which evidently was the result of someone recognizing that while his C/FTE/AHT/whatever, looked good, the rest of his stats (CARE ?) was a little below par. |
if you landed in the CAMP project then it was NOT a good thing... not at all
it ment that you were mentored multiple times and you still had not improved... camp was your last chance
also... that tech was one of the first hired in nashville and had been here over 5 years... LONGER than almost ANY tech in nashville as well
add that variable into the discussion and things kinda make sense dont they?
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Badger
Dances with Hate
Joined: 03 Oct 2004
Posts: 787
Location: Behind the limes
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| Posted: Fri Nov 26, 2004 10:03 pm Post subject: |
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That Dell cares more about handletimes then problems shouldn't surprise anyone. It was mentioned elseware that the biggest complaint customers have is the long hold time. Fielding more calls is the quickest, though the worst. way to alleviate that. Giving the customer busy work until they can call in and get a tech that knows the solution seems to be the way Dell wants their customer service to work.
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lone_philosoph3r
Dances with Hate
Joined: 15 Apr 2004
Posts: 476
Location: formerly EXL Services, Noida, India
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| Posted: Sat Nov 27, 2004 10:57 am Post subject: |
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| Badger wrote: | | It was mentioned elseware that the biggest complaint customers have is the long hold time. Fielding more calls is the quickest, though the worst. way to alleviate that. Giving the customer busy work until they can call in and get a tech that knows the solution seems to be the way Dell wants their customer service to work. |
Hold time stiill IS the main reason why customers get dissatisfied. The first thing those people start with even before giving the service tag is the hold time.
This is why I think a queue of maximum 10 minutes waiting should do great. Anything beyond that is testing the patience of people...and Americans are...er...a lot impatient.
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Badger
Dances with Hate
Joined: 03 Oct 2004
Posts: 787
Location: Behind the limes
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| Posted: Sat Nov 27, 2004 7:20 pm Post subject: |
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Yes, but how more annoyed would they be, if they called up, and heard the following:
"I'm sorry, but we are experiencing a high call volume at this time. Please try your call again later, as we don't think you want to spend more than 10 minutes on hold. You can yell all you want, because this is a recording."
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I may not agree with what you say, but I will fight for your right to say it.
Midget Tossing funds Terrorism |
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Blaze
Dances with Hate
Joined: 17 Jul 2004
Posts: 787
Location: AO1
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| Posted: Sat Nov 27, 2004 7:35 pm Post subject: |
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| lone_philosoph3r wrote: | Hold time stiill IS the main reason why customers get dissatisfied. The first thing those people start with even before giving the service tag is the hold time.
This is why I think a queue of maximum 10 minutes waiting should do great. Anything beyond that is testing the patience of people...and Americans are...er...a lot impatient. |
While most certainly don't like the long hold times, I don't think it becomes a serious issue until the customer has to call back numerous times and stay on hold to talk to another incompetent tech who also puts them on hold while they "research the issue" and then gets disconnected just so they can call back again and again and again and ............................................ ! |
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xaicho_girl
conscientious beginner
Joined: 05 May 2005
Posts: 1
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| Posted: Thu May 05, 2005 3:09 am Post subject: |
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| i think the one from the philippines is better than in India. filipinos speak better english. |
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