On Tue, Oct 18, 2011 at 09:19, Thomas Kibui
<thomas.kibui@gmail.com> wrote:
I disagree Liko,
The customer support agents we talk to are NOT techies. Some of them have no clue about the solutions installed out there. They should stick to capturing the problem on the CRM, issuing out a fault reference and escalating the matter to the people who can understand the problem. Sorry to say but some cane in straight from Nandos.. Good customer interaction experience BUT knows zero regarding technology.
Wait a moment. When I call 200 (Safaricom) or 200 (Orange), do you mean the people I interact with are that calibre from Nandos?
And a company like Safaricom can employ graduates for Desktop Support??? Now I am lost.
Whenever I have called Orange with this particular problem, the CSE would always put me on hold while they "consult". I wonder if this is the moment they talk to the real techie in the bg?
If the truth is that "some of those answering calls have no clue about the solutions installed out there" (and I feel it's true), then I think it's time we techies water down our expectations from the Call Centres....However, I hate to discuss a technical issue with a chap from Nandos.
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