Mar 08, 2007 12:19 PM
1271 Views
Do we realise that all the hype about India going global is only on paper and when it come to implementation, there is a wide gap. A typical case that I have encountered recently is when I tried to call Hutch customer care for a disconnection of one of my telephone numbers. I shall take you through the ordeal.
First I go through a IVRS menu, wherein I am directed to an operator.
There is music for about 5 minutes, before an operator comes online. When I inform the nature of my request, I am asked to give my personal details for security reasons, after giving the details, I am informed that the nature of request will be handled by another person. Music on. It seems to go on forever, after about 20 minutes, another operator asks me for my personal details for security reasons and when I inform my request, I am asked if I have a post paid or pre paid connection.
Music on again. Another 20 minutes later, another operator comes on line and asks for personal details for security reasons. I give and ask for my request, when I am informed that it will be handled by another operator. Music on again.This time, I have no patience and disconnect. After a while, I try another customer care number, but the process was the same but the time was longer and no result in the end. Having lost my patience, I wrote to the customer care executive(as given in Hutch Karnataka website) and leave it at that.
Promptly, I get a call the next day from their office acknowledging my mail and offering appologies. I am informed that this will be resolved and an email will be sent to which I had to reply. Based on this the action to cancel my connection will be actioned.
I do not blame the direct Hutch executive, but the selection of their call centre operators. At a time when quality manpower is in short supply, it is dangerous for the company to hire any and sundry. Afterall the companys image is reflected by the front line persons who are in direct contact with the customers and not the top executives sitting in their offices making plans to be edge over competition. Finally if the front end does not understand the power point presentations and stuff that is discussed by the executives, it falls flat so far as implementation and results are concerned.
Jai Hind.
