MetaFilter posts tagged with callcenter

Fish Calling

GernBlandston — Fri, 18 Aug 2006 13:00:06 -0800

This is the Fish calling from Microsoft Support Santro. No, not that fish.

Emotional Labour

feelinglistless — Sun, 13 Jun 2004 12:20:36 -0800

Emotional Labour It's been ages since an article so perfectly distills how work makes me feel and what it's probably doing to me. Claire works in a call centre for Orange mobile phones and on her "computer screen, a series of little squares indicates calls waiting, and tells her how long she has been on her current call. If a call has been difficult, there are only eight seconds in which to take a deep breath and compose her voice into the expected tone of friendliness. ... What is striking is how on the one hand Claire is dealing with very rigid systems set down by company procedure and the vagaries of the computer system, while on the other she is expected to convey a sense of naturalness and her own personality. "

huh?

Espoo2 — Mon, 24 Nov 2003 20:29:39 -0800

A collective "I told you so" from all the layed-off American tech workers. Dell to Stop Using Indian Call Center for Corporate Customers. Apparently, there was a high volume of complaints about thick accents and scripted responses. You don't say? You mean explaining complex technical issues to end users over a phone are further complicated by mixing in large dialect and enunciation differences?

Wet Spot — Sun, 20 Oct 2002 10:14:38 -0800

"Through your vision, creativity and dedication, you'll be able to reach for the stars and help your customers reach for the stars," she encouraged them. "You are at the forefront of a revolution in understanding the way people use their imagination and creativity to interact with information and interact with each other."

Source of this quote:
(a) CEO Carly Fiorina giving a pep talk to HP employees.
(b) Secretary of Labor Elaine Chao addressing striking west coast dockworkers.
(c) Former gubernatorial candidate Janet Reno speaking to Florida election workers.
(d) Hillary Clinton channelling Mother Teresa at a bible sales meeting.
(e) Astronaut Sally Ride providing encouragement to a convention of telemarketers.
(via Washington Post)