Comment Re:Vincent was probably following procedure, but (Score 1) 799
I have been an AOL tech CSR in an outsourced call centre. If we became aware that the customer was recording, the call would be terminated. There was a separate department for (preventing) cancellations which we had to transfer to if necessary. They got paid a lot for 'saving' accounts. This sometimes included just not cancelling the account even if they said it had been.
One day an AOL manager featured on a consumer protection TV show about all this. The next day, the policy was changed to cancelling anyone who called to cancel. This was great, I could clear a call in a minute, my stats were much better.
Yes, it all went to India anyway. Their CSRs all had western names, which was odd because all the asian CSRs in the UK office kept their own names. The CSRs in Bangalore were trained with UK TV shows so they could talk to the punters better.
One day an AOL manager featured on a consumer protection TV show about all this. The next day, the policy was changed to cancelling anyone who called to cancel. This was great, I could clear a call in a minute, my stats were much better.
Yes, it all went to India anyway. Their CSRs all had western names, which was odd because all the asian CSRs in the UK office kept their own names. The CSRs in Bangalore were trained with UK TV shows so they could talk to the punters better.
