Surrendering to your Employers
Recently I had the chance to go through Patrick Barnard's article "Finding out the Hard Way" on Hawaiian Airlines facing a tough time after opening up their Call Center in Philippines. ( http://blog.tmcnet.com/makingcontact/finding-out-the-hard-way.asp ) The problem arises, as he rightly pointed out, when the outsourcers don't spend enough time training their agents. I have been an agent for Travelport's Cheaptickets call center operations based in India and found it out myself when I was trained. Not more than 3 out of the total batch of 20 were well abreast with the process when they hit the floor (higher attrition might be one of the cause but then they do nothing to retain people!!). And this was known to the trainers and the managers but because the management cannot wait to prove their effectiveness to their clients, they deliberately push them to work even before they are ready. Further, no requests are entertained for a re-training as that would mean '