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Not really news, I'll share exp with giant monopoly Telco: Both Cust svc and collections: high $$ spenders routed to special agents and treatment. Any electe
by losteverything 10y ago
Not really news, I'll share exp with giant monopoly Telco:
Both Cust svc and collections: high $$ spenders routed to special agents and treatment.
Any elected official was PMT. Permanent no treatment. Never contact or disconnect for any reason.
Credit scores used to route and treat accts
Repetitive "anything's" were flagged and those flags were attached when call presented to agent.
Goal was to minimize talk time. Reduce refunds (DAKs). Route to proper language.
Make Spanish language assumptions using a) vowel as last letter or npa/nxx if known.
Tons of tests and controls. But removing avoiding "clutter calls" was driver
- PhantomGremlin 10y agoMake Spanish language assumptions using a) vowel as last letter Surely the algorithm was more sophisticated than that? Otherwise people with Italian surnames were in trouble. E.g. Jay Leno, Al Pacino, Frank Sinatra, etc. would be greeted with "¿Que pasa?" And that also meant you were on the wrong side of "associates" of the Mafia. E.g. Gambino, Gotti, etc.
- losteverything 10y agoActually it was that way. Once the language was known the flag was set. We laughed (and argued) at the implications. The few Italians working in that tech part of the company would scream loudly. It was more of a problem with acquisition direct mail and billing statements. Messaging on the outside of the envelope was often simply guess work as to the language.