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ALL Companies Complaint - Outsourced and Other Customer Service

Review by Doc J on 2006-06-05
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.
Comments:3 Replies - Latest reply on 2006-07-05
Posted by Anonymous on 2006-06-05:
Doc I have been working on this very subject. Check sum of this out.

SOURCE
http://www.gartner.com/press_releases/asset_121821_11.html

Gartner Says 80 percent of Customer Service Outsourcing Projects Aimed to Cut Costs are Destined to Fail

Highlights from Gartner Customer Relationship Management Summit in London
Egham, UK, 4 March, 2005 — The worldwide market for customer service outsourcing is set to grow from $8.4bn in 2004 to $12.2bn in 2007, but the offshore component will remain small, according to Gartner Inc. Gartner research director Alexa Bona today presented 'The myths and realities of customer service outsourcing' at its Customer Relationship Management Summit 2005 in London. The presentation identified business risks associated with customer service outsourcing, contradicted a number of misconceptions surrounding the dominance of offshore call centres and offered key recommendations to make customer service outsourcing pay. Key findings · The worldwide market for customer service outsourcing is set to grow from $8.4bn in 2004 to $12.2bn in 2007. · Through 2007, 80 percent of organisations that outsource customer service and support contact centres with the primary goal of reducing cost will fail. · Up to 2008, 60 percent of organisations that outsource parts of the customer-facing process will encounter customer defections and hidden costs that outweigh any potential savings they derive from outsourcing. · Despite the hype surrounding offshore call centres, offshore customer service outsourcing only represents a tiny fraction of the market - less than 2 percent in 2005, increasing to less than 5 percent in 2007. · By year-end 2005, 70 percent of the top 15 Indian owned BPO startups that offer customer call centre services will be acquired merged or be marginalised. · Outsourced contact centres have higher staff turnover than in-house contact centres.
Posted by Anonymous on 2006-06-05:
No a side note here is some more good stuff you might like.
Source: http://www.school-for-champions.com/tqm/complaints.htm

Dealing with Customer Complaints
by Ron Kurtus (revised 22 February 2006)
When a customer contacts a company to complain about a product or service received, it can be a blessing in disguise. For every person who complains, there can be hundreds who do not bother to complain but who also spread negative comments about the company. In situations where customer complaints occur, the complaint must be dealt with immediately and the cause of the complaint rectified. Some companies are not concerned with quality and often ignore complaints or deal with them dishonestly. Seeking customer satisfaction benefits a company in the long run.
Questions you may have include:
· How should a business deal with a customer complaint?
· How do non-quality companies deal with complaints?
· What are the benefits of satisfying complaints?
This lesson will answer those questions. There is a mini-quiz near the end of the lesson.
Posted by lotatravels on 2006-07-05:
When will the American business wake up to the fact they are losing customers daily by outsourcing! I (and alot of other people I know) will no longer deal with any company outsourcing customer service or the manufacture of their products. You ever heard the statement "cheap China crap"? You might as well go ahead and pay for products made in China cause that's where it's all being built now!

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