Veerry interesting.

[TeeEm]

Anyone else read this post on WP ?

"As an eftel staff member located in Malaysia I decline to include my name in this forum because disciplinary action may be taken on my post.
Firstly I would like to say the reason the customer service is bad is because they have lack of staff. I personally have seen calls waiting up to 2 hours or more. In cases where the calls have been disconnected when you are the first caller, its not an system error but it is intentionally dropped(canceled) by agents as eftel/aanet do not record calls.
As I mentioned that calls are not recorded, giving agents to make promises which are not granted.
The call center in Malaysia are experiencing shortage/ problems with their staff's or agents not providing the best customer services because the management in Perth have pro-rated their staffs medical leaves. The Malaysian labour law requires every company to give their staffs paid medical leaves up to 14 days(not pro-rated) on where the call center has pro-rated it to a monthly basis(which amounts to roughly 1 sick leave per month) to safe cost."

 

[misi]

Anyone else read this post on WP ?

Yes,all six copies!

"As an eftel staff member located in Malaysia I decline to include my name in this forum because disciplinary action may be taken on my post.
Firstly I would like to say the reason the customer service is bad is because they have lack of staff. I personally have seen calls waiting up to 2 hours or more. In cases where the calls have been disconnected when you are the first caller, its not an system error but it is intentionally dropped(canceled) by agents as eftel/aanet do not record calls.
As I mentioned that calls are not recorded, giving agents to make promises which are not granted.
The call center in Malaysia are experiencing shortage/ problems with their staff's or agents not providing the best customer services because the management in Perth have pro-rated their staffs medical leaves. The Malaysian labour law requires every company to give their staffs paid medical leaves up to 14 days(not pro-rated) on where the call center has pro-rated it to a monthly basis(which amounts to roughly 1 sick leave per month) to safe cost."

The only copy left:
http://forums.whirlpool.net.au/forum-replies.cfm?t=1454351&ux=360922

I don't think that the sick leave is the only problem.

Waiting for the fire brigade! (J.L.)

 

[okeedokee]

Yes, I did read it......twice; and I'm still left wondering.

 

[TeeEm]

This sounds a very plausible explanation to that post.

"It is a hard one to deal with. Responding draws more attention to a post which is not credible at all.
I don't believe that the poster is a current employee.
The comments about medical leave are completely incorrect. Medical leave in the Malaysia office accrues in the same way it does in Australia (except the Malaysia staff have 14 days rather than than 10). This is legal.
The comments about staff hanging up on callers are misleading. I can see when staff do this and I check this daily.
I did catch one staff member doing it and that staff member is no longer employed. This same former staff member was also upset about the accruing of medical leave. They were upset about the fact that they couldn't take the full 14 days of paid medical leave immediately after commencing employment rather than accrue them over the course of employment.
The timing of that staff member ceasing to be employed by Eftel and these posts is very close. I personally believe that this is no coincidence.
The unfortunate reality is that when you employ large numbers of people there is likely to be at least one 'bad egg'."

 

[misi]

This sounds a very plausible explanation to that post.

Yes,it is believable.