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Old 6th July 2007, 07:45 PM
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Sallie Mae - the company has gone to shit

Yea so I'm calling to get a tax form for my student loans - (trying to)
Nobody seems to understand the answer to my simple question. They can't get past step 1. They ask my name like 10x.


I am transfered to around 5 different reps - everyone is chinese /indian and nobody seems to understand english.

After wasting 20 minutes I ask for a supervisor. She's indian too and her english isn't great. I was about to throw a fit - luckily I got disconnected by mistake. I would have wasted another half hour. What a joke lol..

even sallie mae must have their call center overseas
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Old 6th July 2007, 09:39 PM
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Re: Sallie Mae - the company has gone to shit

Sallie Mae's call center that works!
QUOTE: For many companies, call centers lose more customers than they help. Here's how Sallie Mae creates seamless customer service without the hassle, using "routine response" networks to connect customers with its agents. END QUOTE

http://hbswk.hbs.edu/archive/4760.html

Maybe their crack team is still celebrating the 4th, and phones are forwarded. lol
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Old 6th July 2007, 09:44 PM
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Re: Sallie Mae - the company has gone to shit

This is the result of coroprate america's rabid obsession with short-term gains.

Keep it in mind when evolving your own business model.

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Old 7th July 2007, 06:52 AM
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Re: Sallie Mae - the company has gone to shit

Quote:
Originally Posted by IDNCowboy
Yea so I'm calling to get a tax form for my student loans - (trying to)
Nobody seems to understand the answer to my simple question. They can't get past step 1. They ask my name like 10x.


I am transfered to around 5 different reps - everyone is chinese /indian and nobody seems to understand english.

After wasting 20 minutes I ask for a supervisor. She's indian too and her english isn't great. I was about to throw a fit - luckily I got disconnected by mistake. I would have wasted another half hour. What a joke lol..

even sallie mae must have their call center overseas

It dopn't know they got call centers in china, but they have call centers in the phillipines.

Last edited by touchring; 7th July 2007 at 07:00 AM..
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