|reply to adam1991 |
Re: The old WoW is gone forever...
said by adam1991:I am pretty sure you would be hard pressed to find a cable or phone company that does not use some form of 3rd party billing/accounting system.. and I don't know what wow is currently using but most use a system called ICOMS to manage their billing/provisioning etc.
If that's true, my gut reaction holds: they outsourced not only the call center but the billing system at the same time.
Venture (vulture) capitalists at their finest.
Also, I do not know of any telecom company that does not use some form of out sourced call centers (not necessary as primary but for fall over on over flow traffic during peak periods) -- The benefit to using an outsource is that based on call flow projections you can staff up for busy periods of the year etc.. and deviate for lower periods of time based on that call flow and that helps keep COSTS down to you and I the customers. [Your not paying someone to sit there for 20 minutes doing nothing during slow call volume periods].