Recently I have had troubles with my phone plan. Every time I call customers service, the person who picks up the phone is an Indian as you can tell from their accent. I mean no offense to Indians, but sometimes the customer service representative’s problem solving skills were just terrible and sometimes their attitudes make me angry and frustrated.
Over the past few years, more and more firms are outsourcing their call centers to developing countries such as India, China, and other South East Asian countries. The reason most firms choose to outsource their call centers to these countries is usually due to the low cost and management in place that is far more affordable than the business itself spending lots of time, resources and labor creating their own call center. However, a big issue with outsourcing call centers is how to guarantee customer satisfaction. Working in call centers can be extremely stressful jobs with increase complexity of technology and supervisor pressure forcing employees to move from one angry customer to the next without any time to take a breather. This pressure can lead to stress and frustration in personal, thus leading to more chances of untrained customer agents. This vicious cycle results in difficulty in providing quality service to customers.
In my opinion, firms should upgrade customer satisfaction as a more important factor to consider when making decisions for outsourcing.
Reference:
http://www.thesocialcustomer.com/douglashanna/32171/outsourcing-customer-support-services
Categories: