Communicator, cooker, drinker, poet. Grew up in a mining town, wore a hard hat.

Wednesday, August 29, 2007

a day on hold with rogers: capitlism and efficiency

i spent the day on hold with rogers. and by day, i mean two and half hours. and by rogers, i mean the assholes to whom i pay $200 a month in useless charges which are consistently itemized in a language other than english and subtotaled using formulas my mind has not the means to comprehend. i don't like phone companies.

i work for a phone company. and it's entirely possible that the policies i assist in implementing are as frustrating to my customers as rogers' policies are to me. which brings me to my next point: does capitalism really breed efficiency?

viki: all capitalism does is breed efficiency. but the question we need to ask ourselves is: do we want our world to prioritize efficiency over the quality of human experience? an obsession with the bottom line leads to a society which serves the interests of imaginary flows of capital above those of the people.

sashimi (the dog): arf. wag tail. lick toes of master. the question we need to ask ourselves is: where is the food?

kate: the problem with macro efficiency is that is breeds micro inefficiencies. where are we seeking efficiency? in financial models of broad scope. it is decidely efficient for ted rogers to hire morons to staff his call centre, because it keeps his labour costs low. and it's likely that somewhere in the heart of the great red beast there is a spreadsheet which measures levels of customer resentment, the likelyhood of lost revenue because of policies that are designed to a person the run around until they don't want to run around anymore and just charge the damn thing to their visa and have a beer instead. i'm having a beer. the cost of efficient customer/customer service interactions (i.e. giving reps the training and power to deal with situations as they see fit) is definitely greater than the cost of crediting the customers who are willing to wait to speak to supervisors, and more dangerous as well. i waited nearly two and a half hours on hold today, which, from my individual perspective, is as far from efficiency as you could possibly get. this efficiency that our economic system is allegedly breeding minimizes not human hardships, not human irriations, not human frustrations, but is rather designed to maximize the amount of money that makes it to the top. there is also a distinct lack of competition in the canadian telecommunications sector, but that's a matter for another rant.

the pizza is here.

2 comments:

Urban Angel said...

There is a book out there called... "Your Call is Important to Us: The Truth About Bullshit" or something similar, haven't read it but thought it applicable.

Viywali said...

Oh wow, hi. I'm Jane, Alissa's friend. Hi.
I totally have a poem to share.