Comments on: Ever Wonder What the Call-Center Reps Think of You?

By: Wiliam Ary

Wiliam Ary — Fri, 11 Jun 2010 05:14:38 +0000

It is clear to me that the people who are call center operators are very intelligent. It is perfectly reasonable for them to be frustrated with the relative stupidity of customers who do not have any real expertise with the products they are using. This is typical of the modern American- they own dozens of complex electric devices but have no idea how to use them beyond a few rudimentary functions. For example, compare how many people browse the internet to how many people can write computer code. For that matter, how many people even read the manuals that come with their technology products? Its no wonder we sound stupid on the phone: we are ignorant of the power of the technology that we take for granted.

By: Frederick Peemoeller

Frederick Peemoeller — Sat, 05 Jun 2010 00:48:20 +0000

Great article but I am going to take a different stance than everybody else. In America, I don’t think we should change our behavior one bit. It is in our culture to be independent, different, and abrupt. We are amused by people that act this way and we embellish this behavior. Think of the most popular people in America, and they are popular because of their distinct behavior and lifestyle (Dennis Rodman, The Jersey Shore, Jackass, Sasha Cohen, Madonna, Sean Penn). This is what makes us who we are, and I don’t think that this change is the best way to alter how other countries perceive us.

Although I believe we shouldn’t change our behavior in America, its a different story when traveling overseas. We definitely need to embrace other countries while traveling and do our best to not be the ugly American. I think it is possible to do both, and that is what we need to learn as Americans.

By: Alex Thornton

Alex Thornton — Wed, 26 May 2010 00:43:46 +0000

The statement “Americans feel entitled to excellent customer service” has some truth to it. But more importantly, customers are entitled to excellent customer service regardless of national origin. This, of course, does not give anyone the right to be rude. I am glad that call centers have come up with these great tricks to handle rude customers.

To answer your questions, it looks the problem is a disconnect between our actions and the benefits to society. As individuals, it may feel better to yell at a customer representative. But as a society, it is more productive to maintain our image. There does not seem to be a way to convince people to place the needs of society over their individual needs.

By: LIndsay Leaver

LIndsay Leaver — Sun, 16 May 2010 18:17:00 +0000

Excellent post Erika! And I think a really important one. Regardless of whether or not you know more than the person at the call center, does it give you license to talk down to them or be rude? I am not at all offended by the 35-10 comment because I believe it to be true. Not necessarily in knowledge of a product, but in patience and composure. Having lived in Asia for 2 years and traveled extensively in the region, I was the 26 year old acting like a 10 year old.

Things move MUCH more slowly in Asia, and I have heard that India is even more extreme than other countries. If a bus in America is supposed to leave at 10 am, and it leaves at 10:05 you feel the irritation and impatience of the passengers. In Asia, if a bus is supposed to leave at 10am, and it actually does - over half the people would miss the bus! 10am means hopefully before noon.

These differences are bad or good, they just are. And as representatives of America in India, we better prepare to have a ton of patience and try to change the image and stereotype that people have of us. Why? Because it is the right thing to do.

Also, internationals continue to do business in America because that is where the money is. However, as we are all seeing, there are increasingly more places with money as we move forward in the 21st century. If things continue to equal out, and we are the only rude, entitled, and impatient country, there will no longer be the need or desire to do business here.

By: Emily Schaapveld

Emily Schaapveld — Thu, 13 May 2010 14:50:52 +0000

Apparently both ends of the phone line are mocking each other…isn’t this a great world we live in? I agree with Jeff in that I have had good and poor customer service from American and Indian call centers alike. What an awful job to have to sit behind a desk for 8 hours a day listening to wining customers. I have found that it makes me happier and the customer service rep on the other line feel better if I am I just polite. Being an angry customer only gives me a headache and doesn’t resolve the problem any faster.

By: Jeff

Jeff — Wed, 12 May 2010 16:10:03 +0000

My experience with call-centers has usually been poor regardless of if they are in a foreign country or the US. It’s not because of the people, it’s the process.
The technical problems that I typically have are beyond the 1st tier’s ability and invariably are escalated to the next level. I understand the situation and limitations of the people are on the other end of the line and empathize with what they have to put up with. Sometimes my patience wears a little thin walking through scripts and repeating steps I had already taken, but I know they have to do the walk-thru before transferring me to a more experienced technician.
The improvement I suggest is to somehow allow a quick escalation option for those who show a modicum of skill on the issue.

By: Michael Minasian

Michael Minasian — Mon, 26 Apr 2010 00:17:38 +0000

I am actually somewhat offended by the 35-10 rule. If that’s what it takes to deal with irrational or insensitive people then so be it. However, when I am calling a tech support line it is because I have a serious problem that goes well beyond what level one support could manage. For me even talking to them represents a waste of my time. I am polite, because I know I have to play the game, but the question in my mind is, how long do I have to talk to this person until I hear the magic words (let me transfer you to “insert expert here”). I think that the call center reps are perhaps undertrained in many areas, and that leads to frustration. However when I am talked down to, or treated like a child by a support agent, it certainly does not help the situation.

By: Chris Carr

Chris Carr — Sun, 25 Apr 2010 04:24:05 +0000

Having visited India, I am always nice when working with call center employees based in India. At the end of the call, after we have finished business, we often talk about where they are from, Delhi, Mumbai, etc. I learn about them, they learn about me and the US. It is a good thing.