Comments on: Over-Promised and Under-Delivered Procrastinating Polluting Programming Pakistani Pirate Parent Thu, 20 Nov 2008 14:20:19 +0000 http://wordpress.org/?v=2.6.3 By: Sohaib Athar http://www.reallyvirtual.com/over-promised-and-under-delivered/#comment-986 Sohaib Athar Sat, 15 Mar 2008 18:15:59 +0000 http://www.ReallyVirtual.com/over-promised-and-under-delivered#comment-986 Right Adnan, a simple announcement that they will upgrade the connections somewhere in the middle of March would have been enough to retain people. But they just HAD to announce the 1st of March as the upgrade date on their website. Their call center people do check some computer system before answering queries, so I think they do have a system in place, but it seems like they don't have any capacity planners/doers around who can take a campaign from start to end and keep it on schedule. I did ask this question from their call-center girl - why send an SMS if the switch is not complete - she started blabbering about people working on the system etc. etc. I had to let her go at that, as it wasn't her fault. With the hundreds of call centers operating in Pakistan and people facing dozens of very demanding average American customers, at least some customer service techniques and best practices should have rubbed off and infused our local market by now. Right Adnan, a simple announcement that they will upgrade the connections somewhere in the middle of March would have been enough to retain people.
But they just HAD to announce the 1st of March as the upgrade date on their website. Their call center people do check some computer system before answering queries, so I think they do have a system in place, but it seems like they don’t have any capacity planners/doers around who can take a campaign from start to end and keep it on schedule.
I did ask this question from their call-center girl - why send an SMS if the switch is not complete - she started blabbering about people working on the system etc. etc. I had to let her go at that, as it wasn’t her fault.
With the hundreds of call centers operating in Pakistan and people facing dozens of very demanding average American customers, at least some customer service techniques and best practices should have rubbed off and infused our local market by now.

]]> By: adnan ali http://www.reallyvirtual.com/over-promised-and-under-delivered/#comment-984 adnan ali Sat, 15 Mar 2008 17:09:05 +0000 http://www.ReallyVirtual.com/over-promised-and-under-delivered#comment-984 It would have been really easy for PTCL to announce that they will voluntarily upgrade every one's connection speed and let them know via SMS by the 15th. Thats kind of what they did. I want to know who is executing the SMS without checking if your speed has been upgraded. That seems like a severe lack of workflow or severe lack of workflow implementation. It would have been really easy for PTCL to announce that they will voluntarily upgrade every one’s connection speed and let them know via SMS by the 15th. Thats kind of what they did.

I want to know who is executing the SMS without checking if your speed has been upgraded. That seems like a severe lack of workflow or severe lack of workflow implementation.

]]> By: Nauman http://www.reallyvirtual.com/over-promised-and-under-delivered/#comment-981 Nauman Sat, 15 Mar 2008 08:17:05 +0000 http://www.ReallyVirtual.com/over-promised-and-under-delivered#comment-981 well,man u r right they have promised til 15th of march,lets see,can they do it.. well,man u r right they have promised til 15th of march,lets see,can they do it..

]]>