I’ve come to known from VADS that most of the people in the call center are not IT graduates. Of course in places like Kuala Lumpur, People with university degree will not go for a low paying job such as those in a call center. Suffice to say, the knowledge in handling the calls on behalf of TM will be considerably unmatched due to the fact that the caller might have more than enough knowledge that the call center telephonist has.
Furthermore, being in the call center, its a stressful job. All the caller who has called up are already furious of the service outage as they need some help from the service provider. It is a psychological battle for them to be bombarded on behalf of their company’s customer. Those who persevered the first psychological six months and survived will be considered to be supervising the newly recruits.
There are more than this to a call center. With the limited knowledge of the call center, it is hard for the call center to manage the customer’s customers. Even though they might be able to handle calls and manage the HR crisis well enough, it is always though to get through the psychological barriers of the callers when the callers knowledge outrank the knowledge of those in it.
It is odd to concede that when a call came from one area of the country futed with the same type of problem, the crisis management process should have been triggered. I am taking the crisis situation in Sarawak that happened earlier this week on Sunday morning at approximately 8:15am. Some part of the edge connection from Sarawak to the internet pool in TM Net has malfunctioned. Calls in the hundreds started to come in from Sarawak and statistically, that should be an indication that the problem has started. However, on Monday morning, Crisis Management procedure has not been triggered and call center only acknowledged the problem when I called up and ask if there is anyone looking into the problem. They have acknowledged that the call center does registered a large numbers of calls. Further escalated the problem, the principal company has flagged this as an issue and engineers were flown in to Kuching immediately to fix the problem. I was in contact with the engineers until the problem is fixed at 11pm last night.
Further to this, I felt that TM should allow some knowledge sharing to be made available and some strong technical backup from TM should be participating in the knowledge sharing realm to provide hedges counter measures to all these bad publicity.
I will host this knowledge sharing and I hoped TM will appreciate this once it is there.
URL: http://forum.xqurl.com
p. s. I am also looking for moderators for the forum please email your cv to me
