Outsourcing Customer Service

Why Outsource?

One of today's biggest trends is to outsource customer service and relationship management overseas to countries like India. I am not sure who the person was that sold corporate america on the idea that a foreign speaking person was a good substitute for an American customer service rep, but I hope he or she is very rich right now. Meanwhile, the rest of us have to put up with calling companies like Comcast Cable for what should be a simple local troubleshooting call and having it turn into a test to see if we can understand what someone is saying. I am not a racist, I like Indian people, but I don't know why Comcast or any other country thinks it is a good idea to outsource their customer support operation to a country where the people have trouble speaking in a manner that is easily understood by the lay American. Maybe one day I will understand outsourcing more. Maybe I won't. It would be nice if companies that are going to outsource their customer service operations actually used the system they put in place once in a while. Maybe just once. Then they will feel the frustration that their "customers" do. I am sure the backlast for customer service outsourcing is coming soon. I am just not sure what the outcome will be.

Latest Customer Service Outsourcing News

Telco Systems' T-Marc Receives INTERNET TELEPHONY(R) Magazine's '' ... - Business Wire (press release)

01-03-2006

T-Marc allows carriers to deploy more sophisticated metro Ethernet networks by providing a view of service delivery across the enterprise and carrier networks with a variety of infrastructure test functions, as well as performance and provision monitoring. Service providers are able to cut costs significantly because it greatly reduces the need for truck rolls. Additionally, T-Marc provides the lowest latency of any circuit emulation service (CES), which is particularly critical for cable providers. The product line provides an extensive Operation, Administration and Maintenance (OAM) tool kit along with QoS mechanisms, which enables carriers to minimize service calls, greatly reduce OPEX and CAPEX, and meet their Service Level Agreements.

Full Story

How to hire a firm for outsourcing - Rediff

01-03-2006

Better still they would like to participate in the buzzing activity of outsourcing of IT-enabled services. I would consider them as the S-M companies because they have the experience, zeal, knowledge and the business acumen to deliver more than what customer expects.

Full Story

Flight International Interview - Bob Stevens, CEO Lockheed Martin - Flight International

01-03-2006

Jobs, jobs by email, cv database, candidate profiles and all other recruiter/jobseeker services: Email: flightjobs@rbi.co.uk

Full Story