In the not so distant past, a printer company switched from a perfectly usable and reliable phone system to a "soft phone" technology. This software solution was considered a success by everyone except for those who had to use it and to those who spoke with the people who had to use it (i.e. the customers of this company). The company stood by their decision while to this day 50% of the calls start with the words, "I can't hear you." That company had instructed to have a good rapport with the customers and use one's "soft skills" to convince the customers to work with us to solve their problems over the phone, all the while the half the work was being done in twice as long because of the words "I can't hear you". I assure you, no good rapport is built with anyone through the words "i can't hear you". No customer has faith in a company that they "can't hear". These customers get progressively more angry and unwilling to work with the company, the representatives get progressively more frustrated because of the words, "I can't hear you". This company will never address this. This company, if they reversed this decision, would have representatives that can relax into their jobs and have a conversation with their customers and give them all the warm and fuzzy's they can and they would start making money again. This company is ignoring this issue and doesn't even have a way to quantify the losses they are making because the losses are not only in the hear-and-now but in the hesitancy of the customer to call us and just go elsewhere. Good work unnamed company, sincerely one of your unnamed employees.
4 replies (most recent on top)
The softphone was a POS. It drove me crazy when they cannot hear me or I sounded like I was in a tunnel. It got worse when the jobs went offshore and when they transferred to our team that call made a looooong trip. I ended up having to disconnect and call them back to get better call quality. Night and day.
i was there for a looong time and the last 5 years (maybe 7) It really started to go downhill. Paying dues and getting nothing for it (cancelled out the family events and the Christmas Party was a joke. Stopped going.
Ever since John V took over it was a Sh*t Show. HCL took over some of the teams and it got even worse because they got rid of the smart people with a ton of experience and sent jobs offshore to people that did not have a clue on the product lines' characteristics and simple calls that lasted 1.5-2 hrs when they should have lasted 30 minutes TOPS.
So glad they buought me out. I was done. decided I might as well get bought out then get nothing.
Enjoyed the people I worked with but as far as HCL and Xerox is concerned? Good Riddance.
This post is AWESOME because I was one of the telecom engineers that supported the call center for over 10 years and boy did they 'F' it up when they moved off Aspect ACD and onto the current c-ap phone :) After a year of supporting the c-ap phone, I left Xerox and walked away due to no one giving a c-ap (except the phones). Comic books will be written over the id–tic choices made (think Dilbert x10) and the world's most unsuccessful corporate raiders who had no clue and now have no stock gain, poor Johnny and Carl...bet Ursula laughs everyday when she checks her bank acct balance.
Corporate raider appointed by Carl Icahn JohneeV quit using the "tech power house" phrase back in January...about the time he realized the ship was going down and to use that phrase would be borderline lying...and so true that this company is more interested in making a quick buck rather than supporting a long and prosperous future....Just ask all the customers that are NOT renewing...
For years now, Xerox has only focused on 5 seconds into the future and what the current stock price is. So all actions must fit into those two categories. Notice how customer and employees are not included. Funny how tech powerhouses in Silicon Valley don’t think that way.