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Wednesday, January 14, 2004

Outsourcing encounter

At work I manage a small fleet of cell phones. I’m the only one in the organization that doesn’t actually have a cell phone, but that's beside the point. Occasionally, old phones have to be replaced (like when someone puts their phone through the washer and dryer). One of my duties includes getting the new phones activated. I know, it’s a tough job, but somebody’s gotta do it.

Today I called the number to activate my latest acquisition. I go through the little menu thing, entering numbers, listening to a computer voice, entering more numbers, until the computer voice informs me that I’m being switched to a live person (as opposed to a dead person, I suppose) for the final steps.

After about a minute on hold, a nice sounding fellow came on the line. Unfortunately, he was unable to complete the activation due to the fact that I have a business account and he only works on personal accounts. I didn’t know I should have called a different number. I still don’t know. He told me he was going to transfer me to another department. Before he clicked off, I asked him where he is located. “India.” You’re in India right now? “Yes.” Okay, thanks. I refrained from asking him how much money he earns. To finalize the matter, he connected me to a lady in Illinois, which is where I am.

Note 1: I realize “fleet” probably wasn’t the right word to use in this case, but it was the only one I could think of at the time.

Note 2: The company is Sprint PCS.

Posted by Marie at January 14, 2004 10:51 PM