The problem is with CX - CX did not train the workers right.
When you have a call/customer service center, you MUST train the workers on YOUR policies, YOUR equipments, how to problem solve, et all. They DO NOT need to read from a book or printed material as to what to do - they need hands-on training (this looks like something CX failed to do).


I help train new workers at my job (non-customer service) and people always tell me why is your group so good. It is because I take the (extra) time to train them, I make sure that they know the system, how to problem solve, how to multi-task, asking for assistance when needed and all....BEFORE they move on. Those workers are a reflection of me as I trained them.


Complain on here all you want, call them (Philippines Call Center) all kind of names as you like, etc, etc, etc... but it do not matter where in the world the call center is....the problem will not go away until CX train the workers properly and they get experience.

Isn't some of the members writing a Letter to CX CEO about the devaluation of MPC (due to Centurion & all)? And IMO, that ain't gonna get any solid results. Instead the members should be writing to CX about increasing the quality of the call centers. By just complaining on here & expressing your frustration and not going to the root of the problem (lack of adequate CX training).... the problem will continue.