Originally Posted by
BostonMark
It's not a telemarketing company, it's a professional call center. As i've mentioned before in the forum, I work in Direct Marketing and work with a lot of call centers. They are usually well trained for about 90+% of what a company needs. Yes, if it's a US based call center it probably is someone making near minimum wage. Usually there is a mechanism to escalate difficult calls...
I'm not sure I agree. in the case of USAirways, I'd say the number is way less than the 90+% of what the customer needs.
My biggest complaint is that the call center agents seem to be trained to NOT escalate the difficult calls even if you ask them to. And if you ask for the call to be escalated, your call will either be mysteriously dropped or you'll be put on hold so long that you'll eventually give up.