I have flagged this as a quality and customer service issue.
I have been using Virgin Mobile in the USA since 2006 and in past years found the service great. However recently I have become a little frustrated. I have 2 Virgin cell phones and when I called from one with an issue about another I had to navigate the frustrating menu options to find some help with the phone. None of the IVR options matched my needs so I selected troubleshooting only to go round in circles. The IVR system kept on playing the same set of announcements - there seemed to be no way to speak to anyone! After probably 15 minutes of frustrating messages I finally connected with an agent - talk about call avoidance! The agent was based in an outsourced contact center and almost sounded like a robot. I explained my problem and she said 'Ok ma’am, what we will do is ..." I let her finish and said I am not a woman. She obviously did not take notice because a minute later she called me 'ma’am' again. I said again, I am not a woman. At this point she apologized. She knew my name etc but for some reason called me 'ma’am' twice! I found this once before with Virgin Mobile USA.
Come on guys, this is not acceptable and I certainly do not sound like a woman! And the service? it was very poor overall - talk about call avoidance with IVR! Eventually the agent gave me a solution in the form of a set of instructions - I asked if they could be emailed but they don't have access to email so I had to write down the instructions and was told I could call back if they do not work. You can bet I read back word for word the instructions - all of them - because I did not want the hassle of calling back, spending 15 minutes trying to get an agent and then being called 'ma’am'. Come on Virgin Mobile USA - what happened to the great service I used to get? Cost cutting on service will lose my business.
Publish Date: March 2, 2010 3:27 PM
So I am almost as far South in Texas as I can go to escape the cold my colleagues in the North are experiencing ! yesterday was beautiful, todays its cooler and breezy. Hope to do get some R&R and then will be heading back north later in Feb. South Padre is a little gem in Texas - miles and miles of sandy beaches :)
Publish Date: February 15, 2010 5:45 PM
Special thanks to Carol Trostle (fmr President) and Clifton Smiley President PTMA San Antonio, TX for their kind hospitality and time during our meeting in San Antonio recently. ContactCenterWorld.com are pleased to support the PTMA. Check out PTMA at this link http://www.ptmasa.com
Publish Date: February 15, 2010 5:40 PM
I would like to thank Professor Marcello Salazar and the team at Brazilian Top Team San Antonio - I managed to get in some BJJ, Boxing and Kickboxing. A really active (lots of classes) club with all the facilities you need - large mats, weights, bags, cardio equipment and even a cage. One of the best I have visited.
Check them out at http://www.btt-texas.com/index.html
Publish Date: February 15, 2010 5:36 PM
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