They have gone offshore: the customer representatives that you talk to when you dial their customer service hotline. This company provides residential and business internet broadband connection and after-sales services and customer technical support to millions of Americans all over the country.
When you cannot connect to the internet or if you experience any technical problems with the internet connected supplied by the company, you call a toll-free number. This call is routed to the call center department of the company in the Philippines.
The Philippines is a country in Southeast Asia that has been colonized by Americans for 50 years. The literacy rate is high and people speak English fluently because the country has a bilingual policy with Tagalog and English. Filipinos are easily trained and have proven to be very good with customer care.
The call center in the Philippines set up for this internet provider is split into 2 departments: the customer service department and the technical support department. The company that trains the Filipino customer representatives is Teletech — a global Business Process Outsourcing company that has set up more than 30 call centers in the Philippines.
You must log in to post a comment.