The problems with off shoring & outsourcing call centers.

Outsourcing.png
Ashton Deroy writes: Off shoring & outsourcing are legitimate business practices used frequent by fortune companies especially in the practice of setting up call centers. This allows the company to focus on their stock price, product development & Public image. However this has been mentioned to be a practice that economically annoys the public, antagonizes business customers and even shatters customer relationships with companies in some cases. What is wrong with the practice of outsourcing? Why is it damaging companies instead of bringing in benefits & furthering the companies?

Honesty & Transparency– Why is outsourcing perceived as dishonest? Think about it the representative is not working really to satisfy the customers. They are working to satisfy the needs or goals of the “Client”. In fact frequently when I was in call centers I struggled with seeing the line between “Doing the right thing” & “Pleasing the client”. What is created here is an environment where you try to please everyone and end up pleasing no one! The customer feels like they have no idea where your interests are at, then the client is mad because they have low customer satisfaction in some cases lower than their internal customer service teams!

(In call centers clients & company representatives rely on multiple sometimes contradicting key performance indicators to evaluate business success.)

They also randomize representatives to customers. Rather than provide direct lines which would establish connection and ensure customer resolution.  This process has frequently made me think the customer & representative relationship was much too unfamiliar.

Outsourced call interests.png

What is the better way to do this? The Employees should work directly with the client & customers. Why do it this way? The vendor has you work with company administrators who just become too many people. With a direct line to the employee/employees they can communicate common issues, trade negotiate concerns directly with the company reps & become self-empowered to resolve any customer issues. 

Customer perspective “I have my favorite StarBucks Barista on Facebook! Why can’t I have a direct line to a call center rep I like?”

Over estimation of external tools – Ever supported a 24/7 call center from the cubicle position? Then you know what I am talking about! You cannot run computers, software &other machines all day every day without the systems starting to go to shit. Call centers should NOT be making a 24/7 service promise. For reasons of business limitations, human limitations and tech limitations. Besides this a 24/7 call center requires employees to often work longer hours which wears employees down & increases company churn. If you want a 24/7 operation you should be sorting it out with many call centers taking a chunk of time. Not a bunch of call centers taking 24/7. Customer relationship management software, servers & dialers also start to fail after so much time in use. Which can make it feel like you are helping people with your arms tied behind your back. 

Over promising the employees We tried addressing this issues with meetings at my last job but an over promise is an over promise if no resolution is made. So what do I mean by over promising employees? Service contracts are negotiated between clients & call center companies. It is no wonder so many service terms on these contracts are violated as some of the promises have nothing to do with company infrastructure and everything to do with how many call center employees that show up for that day! Call center employees really try to make employers aware when things aren’t working but often it isn’t enough with their personal interests contradicting the interests of the business. Often this results in the business booking employee hours that employees are not willing to complete. Which can result in employee churn & schedule non-compliance.

What could resolve this? Democratically elected employee representatives. The Union is dead in North America and it is really a shame! If someone was writing down legitimate employee concerns & taking them to an admin they might just fix some of the employee issues. 

Honestly though despite the challenges of the job, call centers are the job of the future. No matter what line of business you work in you will have to provide customer support & resolution. If a center was able to meet my economic needs, or my scheduling needs. It may be the long term job for me. 

Need Customer support to your website, Facebook or other social media? Why not hire someone with experience? 

Customer service & web support.png

Call 647-850-6802 or fill out a contact form below: 

Tell me about desired processes, Goals, Key performance indicators, possible security interests & common resolutions. I may be the fit to support your business from digital, telephone & social media platforms. 

 

StarBucks: Hiring refugees, Noble deed or sure way to get boycott?

Hiring Refugees .png

Written by Anita Srivastava

People are boycotting Starbucks after CEO announces plan to hire thousands of refugees

After Donald Trump’s executive order of banned citizens of seven Muslim-majority countries from entering the US for at least the next 90 days and  Starbucks CEO’s announcement to hire more than 10,000 refugees internationally in the few decades appeared a conflict of interests , so visitors of large coffee chain impeded to walk out.

Lots of customers remained tolerant to Howard’s decision while others took action right away. For example, lots of Americans intent on stop spending money at Starbucks. Although café has a special program to support veterans and their families, people still are disappointed because they thought that coffee chain will hire more USA veterans instead of refugees from other countries. Some felt that CEO Schultz was needlessly political in his plan to hire refugees.

Marilynn Randall @emjayr1942


Advertisement

Tracy's web ad.png

Ad Narrative: (Ashton’s Mom) Tracy’s Summer catalog is here. Click the picture above to check it out!


#starbucks Why don’t you hire the vets instead of refugees who might really ruin your business?  #BoycottStarbucks (Randal)

#BoycottStarbucks

We put Trump in the White House 

We can Put Starbucks out of business

They want to hire refugees over Americans to go 4 it!

(Sandy)

In social networks, lots of people said that Starbucks plan would make harder for American citizens to get positions as company planning to hire around 10,000 in 75 countries around the world.

 

@CNN @Starbucks I’m sure US citizens that need jobs appreciate ur discrimination against them #DunkinDonutsHasBetterCoffee #BoycottStarbucks. (Slowly)

 

Jessica Chastain – famous actress and others who stand for Starbucks were inspired by Schultz actions and create their own hashtag — #BuyStarbucks

 

The #BoycottStarbucks movement makes me want to #BuyStarbucks. Venti latte please. Real Americans believe in liberty and democracy. (Graceful)

Unfortunately, this is not the first time there have been online boycotts against Starbucks. There was another protest based on the political issue in November.

Despite all these protests, Schultz remains calm and confident, to spite to his political rivals.

CEO of Starbucks published a letter to express support for immigrants who are the part of the Deferred Action for Childhood Arrivals program and Mexican workers and customers. The letter states that Starbucks’ policy is to help their workers and provide benefits which would have the option to access health insurance through the company, whether or not the Affordable Care Act is repealed.

“I also want to take this opportunity to announce specific actions we are taking to reinforce our belief in our partners around the world and to ensure you are clear that we will neither stand by, nor stand silent, as the uncertainty around the new Administration’s actions grows with each passing day,” Schultz wrote. (Schultz)

 

Works Cited

Graceful. Twitter. n.d. <https://twitter.com/idea_woman/status/826104451324850176?ref_src=twsrc%5Etfw&gt;.

Randal, Maryleen. Twiter. n.d. <https://twitter.com/emjayr1942?ref_src=twsrc%5Etfw&gt;.

Sandy. n.d. <https://twitter.com/sandra8301?ref_src=twsrc%5Etfw&gt;.

Schultz, Howard. BusinessInsider. n.d. <http://www.businessinsider.com/starbucks-boycott-after-ceos-refugee-support-2017-1?utm_source=hearst&utm_medium=referral&utm_content=allverticals&gt;.

Slowly, Butt. Twitter. n.d. <https://twitter.com/shirlmercy?ref_src=twsrc%5Etfw&gt;.


Social Commentary by Ashton Deroy

“People said they would boycott StarBucks when they applauded the marriage equality ruling in the United States in 2015. However I still see Christians with their Venti lattes. It is a Social sham fabricated by Conservative North America because they didn’t feel like they got their way.

The consumers who really don’t buy StarBucks were not the target in the first place, those who think they are making a stance will probably go back for the quality because it is not about what the company says in a press release.”

 

 

 

 

 

 

 

Dating with Diana

dating-with-diana

This article was written and expressed solely for the basis of entertainment.

Today on the Toronto-Businessphere Diana Skye is going to answer some questions around first dates, online dating and what you should allow to happen. Diana Skye is in a long term relationship with her boyfriend Josh and she couldn’t be happier.

 

  1. “If I meet a guy off TindR and he didn’t look like his picture what should I do?” – Anonymous

 

People usually want to make the best impression on dating sites. They might use their best photo instead of one of their everyday self. Stick around and see how the date goes. He may not be as stunning IRL, but maybe he has a great personality. That being said, if it’s obvious he used another person’s photo that is a problem. It’s almost like stealing somebody’s identity. Call him out on his cat fishing. He will probably have some crazy excuse. Either way, he is definitely not worth your time.

 

  1. “I met a guy for a date and I suggested a StarBucks coffee. He said it was too expensive and pitched Tim Hortons. Is it right to dump him?” – Anonymous

Not necessarily. He could be having financial struggles, which does not mean he’s not a great guy. It would be petty to lose interest just because of coffee preferences. Try to reach a compromise. Perhaps a small local coffee shop would work well for both of you? If all else fails, Tim Hortons does have good smoothies.


 Advertisement: 

Starter kit.png

Ad Narrative: The perfect starter kit for loose leaf tea enthusiasts. Run as a little eCommerce project out of Quinte West by a family. Tracy Carpenter herself is both the vendor and buyer of Steeped tea products, Click through to learn more! 


  1. “A random guy on the street asked me for a blowjob. I was freaked out, what I should do in the future?” – Ashton Deroy

Turn him down politely, but firmly. Then get as far away from him as possible. If he keeps following you and won’t take no for an answer, try to get to a crowded place. I once lost a creepy follower in a mall this way. If you feel unsafe, contact the police once you get rid of him. You might not be his only target.

 

  1. “A guy on a date said something racist… What should I do next?” – Anonymous

Sometimes people don’t realize their comments could be offensive to others. If you aren’t okay with it, say something. For example, he might have said something offensive about black people. You can respond with something like “Do you really think they are all like that?” If he says yes, tell him it’s just a stereotype and you don’t believe in those. Maybe he will rethink doing it again. If he is rude to you about it, then he is definitely not the right person.


 Advertisement:

casterfield-uhaul-service.jpg

Ad Narrative: Are you a business looking to moving small amounts of stock? Maybe you are looking to move furniture.  Either way Dignity Repairs has the service for you. Click the picture for more details.


  1. “I met a guy for a date at a place on Jane & Finch and he was talking big about his drug use and love for guns. Is it wrong to be freaked out?” -Anonymous

Advertisement: 

Toronto Businessphere.png

Ad Narrative: It is not that hard to get started, just send us an email! 


Who wouldn’t be freaked out? You are in Toronto’s worst neighborhood and your date is discussing illegal and dangerous activities. Do you really want a boyfriend who is into those things? If the answer is no, get the hell out of there and do not call him back. If you are completely okay with dating a gun-loving drug addict, I would suggest re-evaluating your life choices. It might be thrilling now, but it will not be worth getting hurt (or worse) in the future.

Welcome to the Toronto-Businessphere

toronto-businessphere

Hey everyone welcome to the Toronto-Businessphere. Your hosts to this forum are Diana Skye life style content creator, writer and graduate of Centennial’s business program. & Ashton Deroy Ex sales rep for Rogers Communications, Entrepreneur, Digital Publishing specialist and Student of Seneca College’s business program. We are thrilled to have you on our new forum! Why are we the Businessphere?

I wanted to start a collection of Business student content contributors for Business articles. From how to sell as a starting Entrepreneur, to the economy and what it means to be a competitive money making business owner. I also wanted to make some money, create an impressive portfolio piece and make contacts in the city of Toronto. To me it is all about making contact, making sales and enjoying my money $$$. 

What are our roles in the project? 

Ashton Deroy.jpg

Ashton Deroy: Publishing/Advertising Sales

Diana.jpg

Diana Skye: Editor & Sales. 

When is our first circulation? 

We do our first major boost to the GTA, Quinte West, Belleville and Ottawa January 20th 2017. 

Who are our current clients with

Digi-Connex?

Click the pictures to learn more 

 

CarpenterDeroy.png

Ashton’s mom owns an eCommerce Tea Business doing quite well on the web-sphere. 

 

Dignity Repairs.png

An automotive garage located on 626 Dundas street Toronto.

Google Map.png

 

 

nicnat-logo1.png

A Photography space for professional development of a photographer. 

 

The purpose of the website? 

The website is actually set up on a Premium WordPress plan there are Google AdWords credits for my team to take advantage of. The purpose of the website itself in our content creation will be to act as a content hub, link our audience to our social media and recruit new content contributors down the line. 

The outcomes will be measured in web traffic, emails and advertising sales. In between broadcasts Diana Skye and Ashton Deroy will be writing content for the website so there will always be interesting content to check out. 

Our focuses for content 

Our focuses are the 5 environments that impact the operation of a business. These are: 

  • Social environments – Dating, equal rights and Culture of the city. 
  • Economic Environments – Transit, costs of living, Power distance index
  • Competitive Environments – Marketing, Sales and making money in free market industries
  • Regulatory Environments – Bank loan regulations, Politics and Offshoring vs Outsourcing
  • Technological Environments – Software, Hardware and mobile technology. 

Personal content delivery 

Ashton Deroy and Diana Skye will still manage their own personal content delivery systems. 

Ashton uses, Digi-Connex 

Diana Skye uses, ItsDianaSkye on YouTube. 

Getting involved

From discussions, to sponsorship, becoming a paid/unpaid contributor and commenting there are plenty of ways to get involved with our forum. The website content creators are regularly instructed to check emails, Tweets and Blog notifications for communication purposes. 

We are a two way communication delivery system. Not a one way delivery system. We want our readers to get interactive with us and take advantage of this massive communication system we call the internet!

 

Sponsor us.png

Check out some of our marketing packages they have massive value in exposure. In a lot of free markets you can not relied on free media to spread the word on your brand so get involved with marketing with our forum. Ads will be published as soon as purchased on the website, video ads go out January 20th.