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12/02/2005: "More on Wayport and Sento"

Someone else who wishes to remain anonymous writes in: (I've corrected a few spelling and grammar errors)

I stumbled upon your weblog this evening and saw your bit about Wayport and Sento. I can clear up a few things for you. I worked for Sento (an outsourced callcenter) on the Wayport account for almost a year and a half. Wayport was doing really well at Sento until about July-August of 2004. A new Account Manager selection sent it to hell in a handbasket. Rising call volume and the manager's flat refusal to hire more people resulted in a service level of <40%. Wayport frowned on this and warned us to get it up. Still the manager refused and Wayport and STSN started to pull their accounts from Sento. At this time said manager hid his tail between his legs and left Sento, (having almost destroyed two other accounts as well as Wayport and STSN). Wayport pulled 1/2 the calls in about January back to in-house support and by the first part of April pulled the remaining. The fact that the last few people were essentially going to be fired by Sento decided to "flog" the remaining days of calls may have contributed to the instances you are referring to in your weblog. I can give further details if you would like.

Most of it was stupidity on the part of Sento, both in management and support agents.

I only have one question, where was the Sr. Management of Sento, Wayport and STSN while this was occuring?