Originally Posted by
Steve M
I wouldn't assume they're contractors. I think we had it confirmed awhile back that Amex has a customer service operation in The Philippines, where the call center agents are actual full-time Amex employees that just happened to be based offshore.
Again, I don't care where they are; the issue is they're not competent.
The old PTS agents based in Phoenix were excellent. No reading off a script, they were knowledgable, and they were empowered.