Kodak Response Centre Problems

by admin on October 25, 2007

So the first inkling that there might be a problem occurred when our Prinergy operator got off the phone and grumbled to me:

"Man, they made me spell Burnaby" (Burnaby is the suburb where Kodak offices are located.

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"Kodak Response Centre"

"You're kidding."

Last August, Kodak laid off the first-call team in the response center and moved their positions to Colorado. Oh well, stuff happens. Then I met up with another guy who claimed to have some other inside knowledge.

"The best story I heard was when a Magnus lost one of it's humidity sensors. Humidity got written up as humanity. Man, everybody laughed."

"Okay well, maybe the first-line staff don't need technical knowledge you know."

And the guy looked at me somewhat scornfully.

"You know, one of the guys who went down with the team to train the staff there. You know what he said? He said they have to pay for pens. They get these kids, 17, 18, and put them in the cubicle with their headset. But the kids have to pay for their own pens and paper. Part time kids who don't give a..."

Now of course, I don't know if this is true. And you shouldn't believe everything that you read on the internet. But I wonder about that operator who didn't know how to spell Burnaby.

Fortunately, they haven't laid off the tiger teams (2nd and 3rd line support staff) and it doesn't have a huge impact on us, as we are a small shop and are located about 2 kilometres away from Kodak headquarters. But you have to wonder what the big and remote customers are thinking right now.


tommytrc October 25, 2007 at 6:19 pm

I too have had bad experience with the new first call team. Whenever I ask to speak to someone they ask if I would like to leave a voice mail if no one is there. Thinking to myself…no I would like it to ring and ring and ring cause I have so much free time. Yes I want to leave a VM! What other choices are there? I get the feeling that these folks are nothing more then underpaid call center fodder and have no clue as to what is happening. When I call I have to spell everything out and its frustrating that they have no frame of reference as to what is happening.

tommytrc October 26, 2007 at 10:27 am

Just got this email from a former first call team member…

Today is my last day with Kodak. I was extended for two months to help out the new FC team. They are not the same as us, yes true. They have had two weeks of training and most have only been on the phones for less than two months. Thats the biggest problem….someone set them up for failure and its working. They are an awesome bunch of people that work their asses off to be good at what they are doing. They had to learn in two weeks what we learned in years. I think that would be hard for anyone.

sad… sad…sad…

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