Teletech is a customer service for hire company. One of their major clients is nextel the wireless provider
nextel has a select list of corporate customers such as IBM, Comcast, the federal goverment, coca-cola etc
these corporate customers are led to beleive that nextel has a specific group of customer service agents that do nothing but assist thier specific group of users via a special "vanity" phone number those end users would call for support and are knowledgeable in the specifics of their account handling and procedures and rules.
(IE: IBM employess that carry nextel phones would call a specific # set up for IBM nextel users only)
I beleive that the corporate customers are being billed for a vanity number that really does nothing for them except get a scripted greeting with thier company name stated when they call nextel and "possibly" mark their call with a higher priority than say the general individual customer these calls are sent to the key corp q yes. But these agents are handling all types of calls from *vanity customers* to whatever nextel has determined is a (key corporate) customers that do not require vanity scripting (you would be suprises at the large broad defination they use in this catagory) also these reps are given 0-2 hours of training on handling these special accounts, the are reading from a script and in most cases do not know that special rules/options/pricing may apply to these companies/nor where to find this info
anyway i beleive that these corporate companies are charged extra for this *vanity* customer care number or at the very least it is marketed as such in the selling of services to these companies which is false advertising and billing
I asked about this at teletech while i was employed there
i could not get any answers to this question, in addition we were under strict orders not to "offer" this information to someone calling from one of these *vanity* corporations.
We could however answer direct questions by the caller
I beleive that everyone including individuals and major corporations should really question and investigate and research those things that they are sold/marketed/billed for.
(I myself was "trained" in all calls types and answered all types and specificaly these *vanity* callers with absolutely no idea that a special *list* was in place to determine who could do what... When i did in fact learn of this list and used the information to service these calls it was determined that this info was so out of date it could not be used! Were talking a year or more out of date here. Now put all of these facts together and i think you have a company that has a major rip off going with their big dollar customers and someone should let those companies know so they can investigate
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