[gui-talk] Call Centers Return to U.S.

Mon Dec 15 18:52:18 UTC 2008

And parts of the person's speech would probably get cut off, especially if 
the speaker phone thought it perceived you speaking at the same time the 
person was.  Pam.
----- Original Message ----- 
From: "Joel Deutsch" <jdeutsch at dslextreme.com>
To: "NFBnet GUI Talk Mailing List" <gui-talk at nfbnet.org>
Sent: Monday, December 15, 2008 1:07 PM
Subject: Re: [gui-talk] Call Centers Return to U.S.


> andy,
>
> In my call center experience, workers have almost always not been using
> speakerphones but rather headsets. One earphone that's attached by a
> headband and leading down from it a microphone tube ending near the
> speaker's mouth. These canb be simply bad quality, or they can be badly
> adjusted and angled on the user's head, or any number of things, and I've
> gotten a lot of tech support people to sound much clearer just by asking
> them to readjust their head sets. I don't recall ever hearingf anyone with
> such a job talking to me using a speakerphone so that they were not
> connected physically to the phone at all,  the way a busy person walks
> around a room talking to the box on their desk where the corrdless phone
> sits in its cradle, untouched. That would be a speakerphone. And you could
> hear the difference. Echoing the room's dimensions anbd acoustics, 
> sounding
> louder as the person drew closer to the phone and softer and/or less
> distinct as they moved farther from it.
>
> Just my experience.
> Echoey.busiy like jheadclerer qualitrymnber with bee nbexpereince,
> ----- Original Message ----- 
> From: "Baracco, Andrew W" <Andrew.Baracco at va.gov>
> To: "NFBnet GUI Talk Mailing List" <gui-talk at nfbnet.org>
> Sent: Monday, December 15, 2008 9:38 AM
> Subject: Re: [gui-talk] Call Centers Return to U.S.
>
>
> Another thing that complicates the issue is that the agents use speker
> phones.
>
> Andy
>
>
> -----Original Message-----
> From: gui-talk-bounces at nfbnet.org [mailto:gui-talk-bounces at nfbnet.org]
> On Behalf Of Joel Deutsch
> Sent: Thursday, December 11, 2008 1:17 PM
> To: NFBnet GUI Talk Mailing List
> Subject: Re: [gui-talk] Call Centers Return to U.S.
>
> Albert,
> I haven't been as fortunate as you. I've had a lot of horribly
> frustrating experiences with tech support phone people in Bangalor and
> Manila. I don't even want to go into it, because there are portions of
> that Washington Post article that pretty well nail the kinds  of hassles
> I've experienced. I only want to say, in case it's necessary, that I'm
> not biased in general against anybody because of their ethnicity or
> nationality, and I'm not the least put off by accents unless someone's
> English is actually impossible for me to understand. I have friends and
> acquaintances from more than one foreign country, speak and read and
> write Spanish at a very modest level, and know a little Russian, too.
> It's nothing to do with thinking poorly of people whose first language
> may be Hindi or Bengali or Tagalog. But as I said, the article includes
> descriptions of the kinds of impossible situations I've found myself in,
> wasting a lot of time and being made pretty crazy by sometimes extremely
> polite people who must imagine they're doing their jobs.
> By the way, my worst experiences  have come with making calls to Amazon
> phone support, which went overseas a few years ago, before which the
> person would be in Seattle or Vancouver or Salt Lake city and we didn't
> have problems communicating, even though I sometimes brought the
> unfamiliar problems of being a screen reader user to the call because
> that was pertinent. But since overseas people began to answer that toll
> free line, I've had some really awful experiences. Now I just do the
> best I can on my own, and if I really can't get around some difficult
> problem or seeming malfunction on Amazon, I ask a sighted friend to help
> me, if that's what I've got to do. I'm not going through that stuff at
> Amazon anymore if I can help it.
>
> IMHO, of course!
>
> ----- Original Message -----
> From: "albert griffith" <albertgriffith at sbcglobal.net>
> To: "'NFBnet GUI Talk Mailing List'" <gui-talk at nfbnet.org>
> Sent: Thursday, December 11, 2008 12:05 PM
> Subject: Re: [gui-talk] Call Centers Return to U.S.
>
>
> I'll be interested to see if these services are around in a few years.
> I've
> had good experiences with foreign tech people but I've heard the
> complaints
> of others.  Sure a well spoken person with an American accent might be a
> little more to my liking but I've never had to discontinue a call
> because I
> couldn't understand the support person and I wouldn't pay extra for the
> privilege of being assured of an American.
>
> -----Original Message-----
> From: gui-talk-bounces at nfbnet.org [mailto:gui-talk-bounces at nfbnet.org]
> On
> Behalf Of Joel Deutsch
> Sent: Thursday, December 11, 2008 2:21 PM
> To: NFBnet GUI Talk Mailing List
> Subject: Re: [gui-talk] Call Centers Return to U.S.
>
> don,
>
> thanks very much for posting this Washington Post article. I read
> general
> and tech articles in the New York Times and my hometown Los Angeles
> Times,
> and I'm aware of the issue for sure, but I never would have caught this
> Post
>
> piece if you hadn't provided it. it's really informative and, in the way
> it
> handles telling the story, "fair and balanced," although I have issues"
> with
>
> the popularizer of that expression, I say with a mischievous grin and
> shoes
> on both ffeet.
>
> I deleted the article text but retained its URL below just in case
> anybody
> missed it and would like to go to the Post and see it there.
>
> Joel
>
> http://www.washingtonpost.com/wp-dyn/content/article/2008/12/10/AR200812
> 1003
> 574.html
>
>
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