Outsourcing Support
This is a topic that almost every person has experienced at one point in their life time. The most commonly seen outsource is tech support. Companies like Dell or Hewlett Packard outsource their tech and customer support to India and various other countries. The only time you will speak with an American representative is when the first tier is unable to adequately assist you. The real question is, why are so many companies outsourcing their first level of support?
The main reason is cost. They are able to hire more employees to help with basic issues and pay them less if they work over seas. The problem is that this is more annoying to the customers. The language barrier makes the support query such a difficult situation. Especially if someone who knows something about computers has to call tech support to get authorization for a repair. Going through the very basic steps to diagnose the problem (rather slowly might I add) is very annoying.
I was browsing our affiliate today, and found this magazine (you can look at it for free). The magazine offers success stories from companies that have outsourced their customer service. I think this is a horrible idea. Companies are saving money by angering the customer. What happened to ‘the customer is always right?’
Justin
Tags: american, Computer, customer support, outsourcing, tech support
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