Comments on: 10 tips for Telecom’s outsourcing to Manila http://lancewiggs.com/2007/07/10/10-tips-for-telecoms-outsourcing-to-manila/ NZ Internet, Media and Business Thu, 24 May 2012 22:24:35 +0000 hourly 1 http://wordpress.com/ By: Rico http://lancewiggs.com/2007/07/10/10-tips-for-telecoms-outsourcing-to-manila/#comment-2172 Thu, 12 Jul 2007 17:22:05 +0000 http://lancewiggs.com/2007/07/10/10-tips-for-telecoms-outsourcing-to-manila/#comment-2172 From the tone of this post and the comments, it seems Telecom’s rep isn’t so great. Can anyone tell me, an non-NZ resident, why?

]]> By: anton http://lancewiggs.com/2007/07/10/10-tips-for-telecoms-outsourcing-to-manila/#comment-2164 Thu, 12 Jul 2007 10:10:17 +0000 http://lancewiggs.com/2007/07/10/10-tips-for-telecoms-outsourcing-to-manila/#comment-2164 nothing wrong with the philipines at all as they can offer better unbiased service but i doubt this will go far for telecom’s reputation unless they do it right.

The only thing thus far that has prevented many customers leaving is the fact they will lose their email address. Of course with the fantastic email services such as gmail it’s so easy to switch.

Great post, i’ll rss it.

]]> By: Rico http://lancewiggs.com/2007/07/10/10-tips-for-telecoms-outsourcing-to-manila/#comment-2162 Thu, 12 Jul 2007 07:02:19 +0000 http://lancewiggs.com/2007/07/10/10-tips-for-telecoms-outsourcing-to-manila/#comment-2162 This is the most reasonable post I’ve read about outsourcing customer support. I’ve never seen anyone treat the outsourcees (the Filipinos) and the outsourcer equally, realizing that the usual dissatisfaction sometimes isn’t the outsourcees’ fault.

Btw, I’m Filipino, so you can call me biased.

]]> By: Lance Wiggs http://lancewiggs.com/2007/07/10/10-tips-for-telecoms-outsourcing-to-manila/#comment-2151 Wed, 11 Jul 2007 22:43:30 +0000 http://lancewiggs.com/2007/07/10/10-tips-for-telecoms-outsourcing-to-manila/#comment-2151 James: I would, without even thinking about it. That’s one.
Meanwhile the inbound telemarketing industry ‘standard’ for email/total enquiries is around 8%. Trade Me’s number is likely to be the inverse of that – Opportunity knocks for Telecom there as well.

]]> By: James Newhaven http://lancewiggs.com/2007/07/10/10-tips-for-telecoms-outsourcing-to-manila/#comment-2148 Wed, 11 Jul 2007 21:02:36 +0000 http://lancewiggs.com/2007/07/10/10-tips-for-telecoms-outsourcing-to-manila/#comment-2148 “Offer a 0900 direct dial service for a high quality local, instant answer 24 hour service. If Trade Me can do it then so can you.”

You’ve got to be kidding. You think it’s reasonable to compare the service delivery model of New Zealand’s main phone and internet provider with an internet auction site?

No telecom customer is ever going to dial an 0900 number to get some “premium” support for their phone service.

]]> By: Lance Wiggs http://lancewiggs.com/2007/07/10/10-tips-for-telecoms-outsourcing-to-manila/#comment-2135 Wed, 11 Jul 2007 11:21:44 +0000 http://lancewiggs.com/2007/07/10/10-tips-for-telecoms-outsourcing-to-manila/#comment-2135 Mauricio – it was detected as spam – now rescued, thanks.

]]> By: M Freitas http://lancewiggs.com/2007/07/10/10-tips-for-telecoms-outsourcing-to-manila/#comment-2126 Wed, 11 Jul 2007 08:13:12 +0000 http://lancewiggs.com/2007/07/10/10-tips-for-telecoms-outsourcing-to-manila/#comment-2126 Hmmm. I’ve sent a trackback to this story this morning, got 200 (OK) but it didn’t show up?

]]> By: Telecom help desk outsourcing « business, strategy, governance http://lancewiggs.com/2007/07/10/10-tips-for-telecoms-outsourcing-to-manila/#comment-2107 Tue, 10 Jul 2007 21:54:02 +0000 http://lancewiggs.com/2007/07/10/10-tips-for-telecoms-outsourcing-to-manila/#comment-2107 [...] help desk outsourcing Lance had a great post over here with some tips for Telecom in their outsourcing [...]

]]> By: Mauricio Freitas http://lancewiggs.com/2007/07/10/10-tips-for-telecoms-outsourcing-to-manila/#comment-2104 Tue, 10 Jul 2007 19:50:17 +0000 http://lancewiggs.com/2007/07/10/10-tips-for-telecoms-outsourcing-to-manila/#comment-2104 Some tips for the Telecom broadband support outsource to Manila

Lance has posted ten tips for Telecom's outsourcing to Manila and these are the highlights in my view:[quote]Sixth, pay those operators well so that you get high quality staff and so that turnover is low. If you are seeking to squeeze on…

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