Dealers, how many use Omega Auto Care? 

Let's talk Omega. ;)

Would you ever start a conversation with an internet lead by asking the customer how to pronounce the name of the model they'd inquired about? Probably not. If that sound even just a little silly, you'll want to  check out this episode if you've thought about or currently have an outsourced BDC handling your internet leads and or phone ups

This is an interaction  that occurred between myself and a Metro-By T-Mobile representative today regarding an ongoing issue I have been having with my service that has been ongoing for nearly a month. After 11 (eleven) phone calls, tickets being prematurely closed without resolution, it is painfully clear Metro does not have process in place to protect their sales and profitability as well as ensuring a seamless customer experience. This is customer abuse. If you are not regularly auditing your customer contact points I ASSURE you that your customers will experience a dis-jointed experience like this. At the completion of the call without indication I was abruptly dumped into a survey queue for which I confidently indicated on all four questions my satisfaction left was a 0/10 at which point their IVR xfered me to a live (presumably) "save" team member who accidentally disconnected the call. No follow up efforts were made after this disconnect despite repeated requests that in case of a disconnection I was to be called back. Every representative insisted this wasn't "possible". Off site, outsourced call center initiatives DO NOT WORK. As a customer I literally was forced to dictate proper notes to be entered into their CRM after 11 phone calls. This is beyond unacceptable.