Customer Services to no longer be outsourced!

[cameron354]

I saw something on the puhekupla habbo staff updates twitter account mentioning that the customer service staff (helptool staff) would no longer be outsourced to Concentrix in Costa Rica. They mentioned that the moderators would still be outsourced though. Although having the customer service staff employed by Sulake instead of outsourced should be a good improvement.

I asked Powertoo if this was true, she confirmed it. It may be possible that the mods will no longer be outsourced too, because on the Puhekuple habbo staff twitter feed it shows many moderators from other hotels have gone recently.

http://i46.tinypic.com/34qtnkj.png

[GoldenMerc]

This could be an improvement, Maybe Red; best friend has gone

[MKR&*42]

Dances on the table and celebrates.

[Kyle]

hopefully our twitter petition worked, all 20 of those signaturres must have swayed the decision

lmao at "sighs heavily" must be bloody annoying having all those suckups pming 24/7

[Red]

*Sighs heavily* what does that mean.
omg BYE KATHARINA

[Kardan]

I'll wait and see who they replace them with. For all we know, Sulake might have just hired the same people for themselves ;)

[Andii]

*Sighs heavily* what does that mean.
omg BYE KATHARINA

Lmao omg yes that awsum girl :( lool

[Yawn]

she is probably fed up of every1 complaining to her about their incompetence

[Okeanos]

she is probably fed up of every1 complaining to her about their incompetence

that or she just doesnt like him.... i reckon the latter

[Kyle]

that or she just doesnt like him.... i reckon the latter
*REMOVED*

if theyre not being outsourced then are powertoo and -beaches- gonna do all of it

Edited by Chris (Forum Manager): Please do not make rude remarks about other members or post to cause arguments.

[MKR&*42]

She probably sighed because everyone bugs staff over moderation/customer service issues :P

Unless you bug her 24/7 cameron354;

[Okeanos]

*REMOVED*

lol! only the petites gens of the world dislike me, id only care if they mattered and well... they dont!

[DPS]

*REMOVED*

if theyre not being outsourced then are powertoo and -beaches- gonna do all of it

Lmao i love you Kyle.

OT: Who cares? lol Habbo fails

[cameron354]

She probably sighed because everyone bugs staff over moderation/customer service issues :P

Unless you bug her 24/7 @cameron354 (http://www.habboxforum.com/member.php?u=60157);
I never bug her, it isn't because of me.

[e5]

Why does she say like "sighs heavily" like shes not happy about it?

[Luke367]

What does this mean? I don't get it?

[MKR&*42]

What does this mean? I don't get it?

Means that Sulake will stop using another company to hire their customer service staff and watch over them etc. All customer service staff will now by employed directly by Sulake (again).

[Luke367]

Means that Sulake will stop using another company to hire their customer service staff and watch over them etc. All customer service staff will now by employed directly by Sulake (again).

Aww so like in the old days? So Zendesk will be gone soon?

[MKR&*42]

Aww so like in the old days? So Zendesk will be gone soon?

If Zendesk is the company ye, I thought it was Concentrix though :P

[GoldenMerc]

ZenDesk is the helpdesk software, it most likely will stay mind

[Meanies]

If Zendesk is the company ye, I thought it was Concentrix though :P

Zendesk is just the software they use I think, and then Concentrix is the company who controls the people who send replies on the help tool. Thank god for this though, might finally get unbanned

[MKR&*42]

Zendesk is just the software they use I think, and then Concentrix is the company who controls the people who send replies on the help tool. Thank god for this though, might finally get unbanned

Oh right, I knew the word sounded familiar haha.

[cameron354]

Maybe she said "sighs heavily" because maybe it will mean that beeches and powertoo will have to help answering the tickets as part of the user care team for .COM abit like when .co.uk had Ludus and 0rca. Or maybe they will hire new staff or already have staff trained from other hotels. It's a bit strange though that many outsourced moderators from Concentrix have gone from .no, .se and .dk.

[Coryza]

See all updates of the Habbo Staff at http://twitter.com/puhekupla_Staff

PS @above: Outsourced Moderators from habbo.com.tr (Concentrix), habbo.dk/no/se (Interaktiv Sakerhet) are gone due to amount of online users. Local Staff take over these tasks, combined with Customer Service & Social Media issues.

Habbo.com still has 2 outsourced Customer Service staff: TEGGI & UPEC (Concentrix).

[Daltron]

I think outsourcing was fine to save money, they just had to invest a tiny little bit of money intro training them properly which they didn't. If they were in client getting the essence of how Habbo works and knowing the ins and outs I think it would be 100x easier on everyone. For the past few years they have been trying to moderate issues they don't know a thing about.

[Kardan]

I think outsourcing was fine to save money, they just had to invest a tiny little bit of money intro training them properly which they didn't. If they were in client getting the essence of how Habbo works and knowing the ins and outs I think it would be 100x easier on everyone. For the past few years they have been trying to moderate issues they don't know a thing about.

It's not up to Sulake to train them if they are outsourcing them really. And there's no need for customer support to be in-client, if they were, they'd have to be Sulake staff.

[Aaron]

This is a good step in the right direction once they're being replaced with something worth while and something that we'll get use out of, and not automated replies. :P

[sex]

I THOUGHT THIS MIGHT HAPPEN when they removed the link to submit tickets, to cut down on the number of requests they had to deal with.

im so happy GAPU MIGHT BE UNBANNED Kyle; lmao!

[Coryza]

I see no differences. First the Customer Service was done via Costa Rica, and now via Spain. Still kind of outsourcing.

[xxMATTGxx]

I see no differences. First the Customer Service was done via Costa Rica, and now via Spain. Still kind of outsourcing.

Outsourcing would be using another company to deal with it all. Instead they have their own staff doing it in their office based in Spain - So there is a difference, whether there is a difference in the kind of support people get from it then who knows.

[Cow]

So this may mean we will be unbanned even that I have been banned for 1 year?

[xxMATTGxx]

So this may mean we will be unbanned even that I have been banned for 1 year?

That doesn't mean that no. You could try and appeal again I guess but doesn't always mean you will get unbanned because of these changes.

[Cow]

That doesn't mean that no. You could try and appeal again I guess but doesn't always mean you will get unbanned because of these changes.

But will I et a better chance of beiing unbanned?

[Pigperson]

She seems pretty annoyed at everyone asking that question lol. Sounds good although I rarely use customer services anyway.

Will

[Samantha]

Maybe it's too little too late? They've probably lost a few people with the lack of good customer support available.

[-:Undertaker:-]

Moderators outsourced? is that wise, considering call centres barely have a grasp of English as it is.

[Aaron]

But will I et a better chance of beiing unbanned?

All depends on your ban - even if the ban was appropriate, doesn't mean new staff will unban you because they don't know you.

[xxMATTGxx]

Moderators outsourced? is that wise, considering call centres barely have a grasp of English as it is.

Moderators have been outsourced for ages.

[SackRace]

I was banned for talking about passwords, but as in passwords in Habbo rooms. If we get people sulake staff running help tool, will they have an actually good knowledge of Habbo? I actually might get unbanned

[-:Undertaker:-]

Moderators have been outsourced for ages.

Why are they talking about it now then? confused.

[xxMATTGxx]

Why are they talking about it now then? confused.

This thread is about customer service which is the Help Tool where you submit tickets and appeal bans and whatever else. Those are no longer going to be outsourced but the moderators still will be on hotels such as .COM

[-:Undertaker:-]

This thread is about customer service which is the Help Tool where you submit tickets and appeal bans and whatever else. Those are no longer going to be outsourced but the moderators still will be on hotels such as .COM

Ohh I see, thanks for the clear up.

I'm always behind on what Habbo are up to nowadays, think i'm still stuck in 2008 really. :P

[Meanies]

I had a pending help request for 8 days and today got a reply from 'Eva', anyone ever heard of her before because I've not - maybe she's one of the new ones? Apparently the 'your ban was over 6 months ago we can't do anything' rule still applies though.. started abusing her instead ehe

[MKR&*42]

I had a pending help request for 8 days and today got a reply from 'Eva', anyone ever heard of her before because I've not - maybe she's one of the new ones? Apparently the 'your ban was over 6 months ago we can't do anything' rule still applies though.. started abusing her instead ehe

Never heard of her. Also, I never knew such a rule existed? 'Cause I'm sure I've been told by a CS Staff to "wait about 6 months before appealing a permanent ban" in order to gain a second chance or whatnot.

I also appealed a ban that was over 2.5 years old and got it removed? This better not be a new rule >: (

[Red]

Never heard of her. Also, I never knew such a rule existed? 'Cause I'm sure I've been told by a CS Staff to "wait about 6 months before appealing a permanent ban" in order to gain a second chance or whatnot.

I also appealed a ban that was over 2.5 years old and got it removed? This better not be a new rule >: (

Yea its a disgrace. They have said for years wait months before you appeal, and now they are saying if your ban is older than 6 months they won't look at it.

[Diga]

I had a pending help request for 8 days and today got a reply from 'Eva', anyone ever heard of her before because I've not - maybe she's one of the new ones? Apparently the 'your ban was over 6 months ago we can't do anything' rule still applies though.. started abusing her instead ehe

Turkish Hotel has a staff called "Eva" who works as Customer Service and Money Agent (accoarding to Puhekupla).. could be her.

[Coryza]

No thats not her. Eva is .Beeches.

[cameron354]

Just an update, it seems that the transfer is complete and the helptool staff are no longer Concentrix and are now Sulake staff. The reason I think this is, my ticket is taking a lot longer than normal to be replied to. I asked Powertoo "Are there any changes happening to the help tool at the moment, my ticket is taking longer than usual". Her reply was:
http://i49.tinypic.com/2dip0rk.png

I think the staff who reply to tickets now are actually our staff for our hotel, .beeches. and Powertoo. From a post above it seems that .beeches.'s name on the help tool is Eva and I think Powertoo is Naomi. Having staff from our hotel answering tickets should be a great improvement to customer services. If your ticket has recently been replied to by .beeches. or Powertoo, please post just to make sure that this is correct.

[Luke367]

Just an update, it seems that the transfer is complete and the helptool staff are no longer Concentrix and are now Sulake staff. The reason I think this is, my ticket is taking a lot longer than normal to be replied to. I asked Powertoo "Are there any changes happening to the help tool at the moment, my ticket is taking longer than usual". Her reply was:
http://i49.tinypic.com/2dip0rk.png

I think the staff who reply to tickets now are actually our staff for our hotel, .beeches. and Powertoo. From a post above it seems that .beeches.'s name on the help tool is Eva and I think Powertoo is Naomi. Having staff from our hotel answering tickets should be a great improvement to customer services. If your ticket has recently been replied to by .beeches. or Powertoo, please post just to make sure that this is correct.

I got a reply on February 26, 2013 03:58 from Isabel.