ALL Companies Complaint - Outsourced and Other Customer Service
I've been using this site for about two weeks. I've seen a recurrent theme in the postings...abysmal customer service, particularly CS that is outsourced to India.
Today, I had to correct a minor problem with my Cingular service. I was initialy connected to a native North American English speaker (service was OK). The call was transferred to a CSR in India. The poor sod could not speak English. "Oh, yesh-yesh, by Jobe, dis beddy-beddy seem-ile robrum indeed oh yesh-yesh." Clutch Cargo's "Haji" spoke better English.
The poor man struggled for 10 minutes, eventually resorting to "guessing" the nature of assistance I needed. "You bant shanj adress, yesh? Oh, beddy, beddy soddy...you bant shanj cregit carg?...No? Oh, I ahpojige bor dish mishunshtaning...etc." I asked for someone who spoke a comprehensible dialect. The man sounded very fearful as he stammered an apology and hung up.
This morning I also had a medical staff meeting. One of the attendees is Indian. I asked him about his take on CSR in India. He said, "These are very low paid positions. Often, the workers barely passes an English comprehension test prior to hiring. They work in sweat shop conditions and there are at least 20 Indians waiting outside for a crack at getting one of these low-paying jobs." According to my colleague, "These workers are taught to be overly polite. They understand that a complaint about lacking politeness will get them fired faster than complaints about poor service. They get frustrated and will end the call rather than possibly being reprimanded or fired by a supervisor when you ask for one. The supervisors are nasty to callers because they are nasty to their workers. The American company pays so much for each call handled (not resolutions). The manager over the supervisor is only concerned with call volume, not call quality. If the supervisor cannot meet the call quota, they are fired. Getting fired in India is very shameful to oneself...it's hard to find another job without paying a bribe."
How did my colleague know this? He worked in an outsourced call center before he came to America.
So, in addition to us accepting poor service in order to get cheap products there is a darker side. American companies using oursourced call centers are using sweat-shop labor to keep prices low.
By refusing to patronize these companies we will get better CS and put an end to their exploitation of overseas workers.