Originally Posted by
777 global mile hound
It is interesting to note having nothing to do with award availability that some of those same programs that I list as unacceptable the business behavior in those contact centers is also frequently sub par
That is if you can get someone one to pick up the phone and understand what language they are speaking.
This is so true, and quite sad. It is frustrating to have a CSR that cannot even understand the question, let alone solve it. After learning Spanish to the point of indistinguishable fluency, I learned the somewhat disturbing fact that you often get better service in America by speaking Spanish.
Here are some reasons:
1) the Spanish call center usually has better Spanish than the overseas English call center has English
2) there is often less of a wait on hold (e.g. once I got through immediately in Spanish when the English line was a 1 hour+ wait)
3) there is a better chance that the automated voice system (the bane of modern technology) does not work in Spanish and you get through to a person easier.