Originally posted by: MikeyIs4Dcats
I built a call center for Alorica. They are a complete mess. If their company is as screwed up as the people I dealt with, I can't imagine how they get anything done.
Oh, they are. We measure a bunch of indicators that all get averaged out to a level of success for each person, one of those indicators is 7 day callbacks. If you deal with a customer, and they callback within 7 days, then your percentage goes up in that category. They want no more than 18% or so. On average I run about 11%, some days higher, some lower. Almost 3/4 of the calls I get involve issues that the person has previously called in for, and spoken with a rep from Convergys or Alorica, within the past week. Sometimes that person fixed the issue, and the customer is just paranoid, but most times they didn't, thus making half my workload to fix issues other reps create. And it's not just that they don't fix problems, it's that they create them. They'll take a simple thing and mess it up so bad that I have to redo the original action, plus 3 or 4 more to fix it. Then I have to cover their ass and apologize to the customer for "our" mistake, making it seem that I'm just as dumb as the last person they spoke with.
So yeah, if anybody drives past one of these two companies' call centers anytime soon, feel free to yell out the window at them for me.