Outsourcing Your Company’s Customer Service Has Its Downsides
by Tran, Harry ~ April 9th, 2009. Filed under: Rants n Raves.Thought I would give you a nice funny this Thursday afternoon:
Video Brought To You At Tran Harry Dot Com
Watch this video as the company that has outsourced their customer service center tends to a customer’s needs. At the same time they also tend to the needs of well… just about every other company that contracted their customer service centers over there.
I mean we get what we pay for right? We want cheaper labor after all.
April 11th, 2009 at 4:24 am
Outsourcing customer service is a good idea as these days outsourcing has become the best option to avoid direct expenses and liabilities
April 12th, 2009 at 9:11 am
Hi, I agree that outsourcing is definitely the way to go for certain services, especially when you want round the clock 24/7 customer support.
Some companies I have had the opportunity to deal with such as T-Mobile have round the clock customer support and I must say that their Customer Support and Rep team have excellent skills and can handle their own regardless of which country the rep is located. Other companies on the other hand definitely have the outsourcing idea all wrong, they don’t train their employees so when you’re calling a center that is in a different country than you can totally tell the level of service is horrible. So you have to try and call them during your own local hours.
As a cost savings option I can’t argue that it isn’t cheaper than the cost of local rep, but sometimes if you can’t properly train your reps to have exceptional quality and high standards, than there may be an indirect cost of service causing customers to go elsewhere.
April 12th, 2009 at 5:46 pm
I would like to commend T-Mobile, if anyones ever called in during late hours and gotten their overseas call center let me know your experiences with them. Aside from some accents, I believe they got empowered to resolve situations.