Wednesday, June 08, 2005

Avaya Wants More Thickly Accented Telemarketers Calling You

Leonardo Faoro - The VoIP Weblog


Apparently, your phone company, mortgage company, and insurance company aren’t the only people learning how to cut costs by dropping excessive overhead (like concise, well-spoken English-speaking customer service reps). Of course, if you live in the middle-east or north Africa, then you might be a tad more comfortable with these folks. I don’t know about you, but I just love getting interrupted at dinner time by a guy who I can barely understand trying to sell me add-on insurance for my credit card.

According to a recent press release from Avaya, American Express is using the Avaya IP-enabled S8700 PBX platform in a new overseas call center in Bahrain. The call center’s primary purpose is to provide customer service to AmEx cardholders in the United States. Avaya claims that the productivity of the 30-person group that adopted the S8700 has seen skyrocketing productivity since they implemented the system.

Duties of the group at the Bahrain call center include answering billing questions, helping customers apply for new credit, and selling credit card add-ons like insurance. Now, we certainly can’t fault Avaya for trying to sell equipment to increase productivity, but imagine how much the AmEx reps productivity would rise if their American customers could actually understand them when they talk!

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