Raj Wadhwani - ContactCenterWorld.com Blog Page 15
I had the chance to visit the Blinds.com contact center in Houston thanks to my good friend Brad of Primas Group. During the tour we met with Steve Riddell VP Operations who shared with us great information about the center and what they do - I will be writing about these guys very soon!
Publish Date: February 10, 2010 6:04 PM
For those of you who think Camping is setting up a tent a trip to Camping World will change your perception of Camping in the USA. Some of their centers - the 'Super Centers' sell big RV's - some which sell as much as $480,000 USD! Anyway, I am travelling a-x the Southern US in a 34 foot travel trailer and wanted to get an awning attached to my trailer. I had booked a 9am slot Friday and called them to say I would be there by 9:20am as traffic was heavy. The service desk took my trailer and told me it would be 1 hour max. 10:30am I went back to the service desk and noticed my trailer had not moved at all so I spoke to the service technician who had booked us in. After a few minutes, he came back and told me it would be sorted out immediately and would take 45 minutes so I walked the store again and reviewed some of their new trailers and buses. I then went back at the time my trailer should have been ready and could not find the technician - he was on lunch! No one knew what was going on so I asked another technician to find out - he came back 10 minutes later and told me the guys who were fixing the awning had gone to lunch! I could not believe this so went to find the GM. I spoke to him and he went away to find out what was going on. 10 minutes later he came back and told me it would be ready in 15 minutes. That did not happen. Eventually we got our trailer back around 1:15pm! So much for service. A 1-hour work order took almost 4 hours and we had planned to travel the 150 miles from Houston to San Antonio so the delay had a big impact on our day. Poor service left a bitter taste in our experience with Camping World. When we complained to the GM because it was not ready when he told us it wold be, he simply said "I only just heard about this 20 minutes ago what do you expect?" I replied "if your guys were doing the job you should not have even heard about this because it would not have happened" He blamed poor internal comms and after some haggling agreed to waive the service install fee which I was unwilling to pay because the service failed.
Publish Date: February 6, 2010 3:14 PM
Friday 5th Feb I will be making my way to San Antonio and will be visiting some local centers there and in Austin. If any members are interested in meeting with me please let me know - best is to email me at firstname.lastname@example.org
Then approx. a week later I will be heading to the DFW area for some more visits. Hope to get a day to visit Sea World and the Alamo when in San Antonio.
Publish Date: February 4, 2010 2:51 AM
This week I have been spending some time in Houston, TX. I would like to thank Brad Odum of Primas for his kindness and for brining me into to see 2 great contact centers - Blinds.com and South West Water. Thanks also to Dawn of Cross for helping us with South West Water.
I also had the opportunity to visit Precash - thanks to Tricia for organizing the tour.
I will be writing up some notes for our members to review.
Publish Date: February 4, 2010 2:47 AM
It was great to meet with the management team at New York Life recently at their Tampa Contact Center - voted Best Contact Center in Americas 2009. I would especially like to thank Victor and Darrell for their hospitality and time. It was also great to see the cabinet full of awards they had won and that almost all were Top Ranking Performers in the Contact Center Industry Awards!
Publish Date: February 4, 2010 2:42 AM
I would like to thank the team at British Airways for allowing me to come by and take a tour. They have a great center and it was interesting to hear and see first hand how British Airways looks after their valuable customers. Thanks
Publish Date: February 4, 2010 2:39 AM
Last night went to train with Igor and his students at Gracie Barra Jiu-Jitsu in Kissimmee. Igor has a great club here and great students. Thanks Igor - you and the training were fantastic and, having Gustavo 'Gutty' Muggiati (3rd Degree Black Belt) visit and do a session was a bonus!
Publish Date: January 15, 2010 2:50 PM
I went to Applebees in Kissimmee FL for the second time this week and boy was I disappointed this time! The first visit was great.
This time as before, the server seemed keen to take our order and when my steak arrived it was overcooked so I sent it back - I hate this when this happens because its such a waste. Anyway, when he brought back the new steak it was cooked properly. However, it was exceptionally fatty and when he returned later to take away our plates I passed him my plate with probably 1/4 steak left on it and remarked "the chef probably did not like me sending the first steak back because this one was very fatty" he looked at my plate and said "sorry to hear that" and walked off. I thought that was weird - he didnt' really show any concern and I felt he really did not care.
On our table was an 'electronic' customer tool to request service/complete a survey. So I thought it would be interesting to give feedback at the 'moment of truth' and I duly went thru' the survey. I rated the service 1/5, the food 1/5 and overall gave a 2/5 - I was not impressed. I commented to my wife that it would be interesting to see if the electronic survey gets relayed immediately to the management on site so they can rectify the problem. But after a further 15 minutes not one person stopped by to see why I was unhappy. I did get the bill for the whole amount of the meal and there was even a note on the bill to say if you scored overall less than 7 on their survey to call the manager shown on the bill. The electronic survey only went up to 5 not 7 or 10 so there was a mismatch there and why should I have to call the manager? surely in this day and age the folks at Applebees could use technology smartly at the moment of truth and save a customer rather than lose them. The electronic survey did not even give me a chance to tell them who I was so I walked out and all they will know is that they had a disgruntled customer and they cannot fix it!
Publish Date: January 15, 2010 2:32 PM
Did you see my interview with the President of the UFC - Dana White? He has big plans for the UFC and as a fan as well as an MMA practitioner, I was impressed with what he had to say. Read the full interview at this link
Publish Date: January 15, 2010 2:19 PM
So last week I had the chance to visit 3 great gyms in the WPB area. I wanted to train at all 3 but time did not allow this so I spent a day at the Fizogen Couture gym - I give it a 4.5 out of 5 overall. The equipment is amazing and so is the gym. It would have got a 5/5 if there were a few more classes during the day just like the Xtreme Couture gym I trained at in Las Vegas NV. Tuition was great and I paid for a day pass.
Other gyms I wanted to train at but did not get the time include one of the American Top Team gyms and Team Nogueira - both within a mile of each other. If you are interested in training and getting lots in from 3 of the best, a visit to WPB, FL is well worth the while! If you want more let me know and I will share more.
Publish Date: January 13, 2010 3:31 AM
Coming this week! My 1-1 interview with Dana White the President of the UFC - it's a fantastic interview and not just for UFC fans - I will post it here as well as on our site!
Publish Date: January 13, 2010 3:24 AM
I had the opportunity to visit 2 great outsourcers last Friday (8th Jan) - I went to visit the folks at Inktel Direct and had a tour of their center as well as interviewed Ricky Arriola, CEO. Later that day I met up with Herman Shooster Chairman and Founder and the team at Global Response for a tour. Both are great companies and I will be writing about the tour etc soon! Thanks to all the folks at both companies for their kind hospitality and for showing me around. I will let you know when we publish more. Later this week I will be visiting 2 more contact centers in the Orlando area.
Publish Date: January 13, 2010 3:22 AM
It's Sunday evening and I was checking my business card expenses and noticed I had been charged over $1,000 for something I did not approve so I grabbed my card and called the number on the back to dispute the charge. I got through very quickly and the first agent asked what i wanted so i explained. She took my card number and asked if this was a business card and I told her it was. She said she would have to transfer me to another agent who deals with business cards. I was connected in seconds and the second agent asked me again for my card number and to verify my details. So, I had to repeat the process and asekd if he was told why I was calling - he apologised as he was not made aware. So I explained and we talked about the charge. He asked if this was a business card and I said yes. he then told me I would have to call back on Monday as the business department was closed. I asked him if he knew why I was put through to him and he did not know. What a waste of my time - if only TD Visa would have informed me when I first called in the business office was closed I would have saved me a lot of hassle and TD the costs of the call. The agents were polite but why I was put through to another person, why I had to repeat everything etc frustrates me. TD look at your processes please!
Publish Date: December 14, 2009 1:08 AM
In my books this guy won the fight against Machida (UFC 104). When I was talking with Dana White he was telling me about all the great UFC fighters at his conference and then he said "look, over there is Shogun" ... I managed to catch the top fighter and snag a photo with him. You can see the remnants of his black eye ... and I look drained after late nights and early starts!
Publish Date: December 5, 2009 2:57 AM
I cornered Keith 'the dean of mean' Jardine as he was making his way to the UFC conference - had to be quick - he wasn't stopping for anyone ... is that his fist I see ready to punch my lights out if I stop him for too long?!
Publish Date: December 5, 2009 2:50 AM