Vonage outsourced tech support is NOT based in India

Vonage outsourced tech support is NOT based in India

Summary: Whether it is in newspaper articles, online forums, blog feedback or just conversation, there seems to be this widespread belief that Vonage outsources the brunt of its Tier 1 (initial call) customer support to India.The assumption is usually made in a critical tone of voice, usually in frustration that the support agent was not able to quickly resolve the problem, or seemed to be speaking with a heavy accent.

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TOPICS: India
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Whether it is in newspaper articles, online forums, blog feedback or just conversation, there seems to be this widespread belief that Vonage outsources the brunt of its Tier 1 (initial call) customer support to India.

The assumption is usually made in a critical tone of voice, usually in frustration that the support agent was not able to quickly resolve the problem, or seemed to be speaking with a heavy accent.

I am no friend of outsourcing to India, but if you think that's where Vonage throws all your calls there, that's wrong.

Come with me now, and I will show you exactly where Vonage outsources most of their customer support to.

First, I'll take you to an unlikely page on the Vonage site, but one that holds the key to this thread.

Below, let's look at an ad for VoIP Call Center Outsource Specialist, an ad that is currently on the Careers section of the Vonage site.

vonagecallcenterad1.jpg 

The ad specifies the following duties:

  • Monitor the call and email queues and proactively recommend adjustments as necessary.
  • Monitor, evaluate, and coach agents
  • Handle escalated customer calls
  • Manage information flow, prepare reports, attend meetings
  • Coaching and development of representatives to ensure the highest degree of customer service to maximize sales and customer retention
  • Facilitate formal customer care training classes and conduct individual associate coaching based on identified needs
  • Ensure effectiveness of training and development through interaction with all departments
  • Act as subject matter expert in the areas of VoIP and Vonage Products
  • Conduct operational effectiveness audits of outsourcers including productivity metrics, reporting, call flows, messaging, training, materials, and communications.
  • Management liaison between outsourcer and various departments within Vonage.

Now, let us see which nation and city the ad specifies this position for:

vonagecallcenterad2.jpg 

 Surprised?

Topic: India

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  • Vonage outsourcing

    I talked to a Vonage support person today and though she sounded like an Indian I felt she wasn't (I am from India and to me she sounded more like Nigerian or someone from the African countries). So, when I read that they are in Philippines it makes more sense to me. Its more like a Philippines accent than an Indian accent but bottom line is the same - they can't help you too much (that must be by design - not giving them any power to do anything.) Funny - my complaint was about calls from an Indian based (GEonline) sales calls that they are not stopping despite my requests/assertions and now anger (I am on a nocall list also).
    rjstuff