That's reality I'm afraid.
I just called mobi for some extra roaming charges on my account. After several automated system options, i finally reached a CSR.
It was difficult to understand him, and I dont' think he completely understood because he told me the charges on my account was for long distance. It was from 416 to 647 number so I told him it most likely went on roaming or that was a system error. I asked where his call centre was and he told me central america.
After I bit more chatting , I told him my nexus S had the 4636 code applied , so he just gave me the $1.70 refund.
I dont' like having to call a CSR from out of country that does not understand what my problem was, or just tries to blame the issue back to me. I understand the cost savings for mobi, so I hope they improve training and development for these call centres. One reason I stayed with mobi and not go to WIND was because of superior CSR's.
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That's reality I'm afraid.
The call centre in Central America has been there for at least the past 6 months and that's only when I first found out about it so it's probably been there even longer. I'm not so sure it's a call centre relocation as Mobilicity may simply have more than one contracted out or the contracted company may have more than one location in use for Mobilicity. The person was helpful and easy to understand and the only reason that I found out that he was in Central America was because we were talking about different cities in Ontario which he didn't seem too familar with.
That call centre has been around for a long time now. In fact its probably the same one as koodo. (Both have the same hold music and both are in Nicaragua)
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The last time I called CS I reached the Nicaragua centre; the CSR was very pleasant, her English excellent. There are a range of aptitudes, dispositions, levels of experience and training in any call centre. Latin America is a good choice for an outsourced call centre. Having lived there for a time I've experienced the cultural disposition to empathy and respect in personal relations, which translates well to a customer-centric focus in call centre interactions. These are qualities that cannot be 'trained', and in terms of customer experience and satisfaction they count as heavily as technical knowledge and skill, which generally are trainable.
There is still the domestic call centre in Ontario.
There is a learning curve for customers as well. Patience and respect are usually rewarded with the CSR's focus and personal commitment to issue resolution and caller satisfaction.
In the AWS/cellular context, TAFL is Industry Canada's list of all base stations in operation, as submitted by the spectrum licensee the month prior.
The underlying database is Industry Canada's Assignment and Licensing System (ALS)
A subset of the ALS is published monthly as the Technical and Administrative Frequency Lists (TAFL)
Real-time access to the AWS/cellular data of ALS is provided by Spectrum Direct's (SD) Geographical Area Search
If their was an option to have an Canadian call centre, and rates go up $15 a month for example. I doubt anyone would pay for the call centre.
hahah, all of you guys are correct. I did a search on here before i posted but I couldnt' find anything. I recruited some Latin professionals and they were amazing. The overall experience on my call was still positive because I got my refund. The mobi CSR was polite and helpful.
I hope mobi grows and expands, I love how i dont' have to call into Rogers, retention every 12 months to beg for a new retention plan. I am a paying customer!!! not a beggar.
Wind Mobile has call centers overseas also, however the big difference between them and Mobilicity is that both VimpelCom and Orascom have built large networks across the world and their experience is substantial compared to the other new entrants, Wind also is expanding very quickly after their initial law-suits and have the financing to do so-even their rates have increased slightly to sustain growth and overall their service is much better regardless what anyone says. Furthermore, although Wind's CEO publicly claimed he won't participate in the 700-Spectrum he will, his disgust with the government's decision was just to display the company's desire for more Spectrum and to continue pushing for change-Wind will do much better in the auction than you think and that will change everything.
As for Mobilicity they're turning into a big joke, by out-sourcing call centers to Central America it's just another ploy to save money they don't have, which implies they are struggling with financing and once you include their cheap rates, network issues, poor expansion, etc, it's clear why their service is so bad and why we should only be supporting the front runner who is Wind the only provider that has a reasonable chance against the incumbents.
Time to smell the coffee and open your eyes.
Well LOL! That's a big big disappointment for me. But I'm confused because the last time I called I reached some guy in Niagara Falls area. I guess they have two?
a city in Nicuragua/St. Catherines, Ontario: both have something in common
I know that every single person who works at an outsourced call centre or even a corporate call centre won't have a Mobilicity line but when none of the call centre employees are customers/users of the Mobilciity service, I believe you lose something. A call centre employee who actually uses the services could be in a position be able to better relate to situations that are specific to Mobilicity customers.
If Mobilicity contracts out the customer service jobs (even if it's within-Canada outsourcing) and don't have actual Mobilicity employees taking the calls, you definitely lose something. It might be more expensive for Mobilicity to hire CSRs in-house. But it would improve the quality of the customer service.
I am with Koodo right now and as mentioned here, they outsource to Nicaragua (I think the Phillipines and India too?). But I haven't had a need to call customer service yet. Koodo's self-serve is great. I can change my plans and add-ons online without having to call customer service. Saves Koodo money. And saves me time and frustration.
I supposes this means that Mobi customers can't rag on Wind any more for their outsourced call centre. Even though the folks in Egypt were completely useless at least they spoke good english.
Mobi has better CSR compared to WIND still. MObi was helpful and give me correct information, the english wasn't amazing but it was coherent. When I called Wind, the CSR gave me wrong information and told me to go to a store.
The post about finance and which has more money for the auction is a topic for another thread.