Call centre

Oh, no way.

Yeah, but then when I was, well, then I went to First Source Call Centre.

That actually makes retail look like walking apart.

We had very

similar journeys.

And I went to Call Centre.

It was AXA.

oh that's access apparently all right like i was the first source doing sky technical support and i was just getting irate customers because the football wouldn't work oh no way i was like how long am i not muck around 17 ifa levels next week like your skybox at least to my worries no i never ever

working for Appalachia Group Vacations.

I am the assistant vice president of the contact center.

I oversee the entire contact center for Appalachia Group Vacations.

I have 300-plus customer care specialists reporting up through me doing their absolute best every day to provide the best service they can and to differentiate themselves to the service they provide in the industry.

We're very dedicated to exceeding service expectations.

So I just wanted to Let them know where we were on timeline, but this is groups month for us.

So we have the top of the groups.

We have the top of the contact center.

My name is Chad Anderson, and I'm the head of customer care and roadside operations at Mercedes-Benz USA.

I'm responsible for owning the outsource contact center as well as executing the overall customer service strategy within Mercedes-Benz USA.

100%.

Big fans of Mercedes, as you know.

Absolutely.

You know?

Yeah, I was when, especially back when I was directly in the contact centers, you know, up all night, every day, looking at those metrics and watching it every hour on the hour.

And it, You drive yourself crazy and you can't really control it.

Marketing is not just marketing anymore.

Call center and marketing are becoming the same thing.

I will say the only other thing of meta that I've seen is

Welcome back to Owned and Operated, a top 150 business and entrepreneurship podcast.

Yeah.

Which part of it's software and like Evoke is doing that.

But then a lot of it is like our behavior, like what you're saying right now, like our call center behavior.

Mm-hmm.

As fuel costs continue to rise, experts recommend drivers compare prices at nearby stations whenever possible to help minimize the impact on their wallets.

In audits, the Massachusetts Department of Unemployment Assistance found the department has mismanaged the oversight of its call center, mismanaged complaints, and violated state records retention requirements.

State Auditor Diana DiZaglio's office released the audit report.

which reviewed the period from July 1, 2022 through June 30, 2024.

It also determines and collects employer contributions, processes claims, establishes eligibility for benefits, and provides resources and re-employment services to claimants who aid in their job search.

The state auditor's office said it received multiple complaints over unemployment claims stuck pending, people waiting on hold for hours, and claimants unable to get assistance.

According to the audit, the DUA mismanaged the oversight of its call center's performance by not establishing performance standards or monitoring procedures, leading to significant call wait times.

The auditor also said it found more than half of the people using its call center were kept on hold for over 30 minutes, with about half of the callers waiting for over an hour before they spoke to an agent.

I know what they're for.

You recorded them? At a call center.

Late 70s, early 80s, the company had a policy.

If a customer asked to speak to a human, the agent was supposed to say, I'm sorry, but this decision was made by our automated system and can't be appealed.

I'm a linguist.

What I did is I'm a CEO of a call center here in Costa Rica, but I'm not from Costa Rica.

I'm a Northeast Philly kid.

So just like an ally, you need to be, a one of your own kind.

They're just script readers.

They're professional writers.

call center employees that you could hire a plug and a play.

But why can't I get an all-star out of you?