Last month, I spent a significant amount of time talking with representatives at two different RCN call centers; one in the Philippines, and one in the United States. I was trying to get their new invalid URL request hijacking service, also known as PoxFire, removed from my account. The situation spurred me to analyze why call centers are located in foreign countries. I also wanted to review the factors that should be considered when making the decision to export a domestic call center. After coming up with a structure that can be used to determine if a call center could successfully be exported, I applied my theory to RCN’s business model. Finally, I determined if my interactions with RCN supported my theory.
Late last week, I was having a problem with RCN hijacking my mistyped URLs. I was finally able to get them fixed! This post has two different distinct topics; the situation and how the problem was solved. In the near future I will post a new entry analyzing RCN’s business practices.
*Update – December 31st 2009*
I added a symptoms section and two guaranteed solutions at the bottom of this post.
I saw an article over at SmartChange™ about ERP and the Business of Change. It got me thinking of the culture and business practices I witnessed at my last job at USG. All three main points Marcelino Sanchez reviewed hit very close to home.
Individual Change… An individual may be confronted with a new user interface, a new “best practice”, a different way to make decisions, or any number of new requirements. When this is the case, individuals will tend to experience one or more of the following five key factors: fear, anxiety, confusion, loss of control, or erosion of power or influence in the organization. The more an individual feels any of these emotions, the less likely they are to accept the new way of doing things. Lack of acceptance will diminish or delay the benefits of the ERP effort…
Im not satisfied with @rcnconnects. I wish they would fix the problem, and treat me with respect. Could also make the website user friendly. --Posted:1 month ago
We upgraded a technology stack on our Dev and project instances at work. Now BI publisher doesn't work. Erg! --Posted:1 month ago
Kass Management Services Inc on #Yelp: I own a condo in a building managed by Kass Management. Our Property Manage... bit.ly/H0bjvl --Posted:1 month ago
Im so sick of absurd password policies. Expirations, no repeating characters, must have a number in the middle, these all decrease security! --Posted:2 months ago
The @Macys mobile site has been broken for days now. Too many redirects. Very irritating. And I'm forced to go to the broken mobile site :-/ --Posted:3 months ago
