Outsourcing and Hoop Jumping
If you have a big outfit, you may have thought about doing a little outsourcing where your customer service is concerned. Which is funny when you consider that nearly all of us have had to jump through hoops when dealing with an outsourced call center. Yet, as much as we complain about it, companies keep outsourcing their customer service.
This week, my boyfriend's cable box seemingly broke for no apparent reason. When he called the service number, it was evident that the outfit was somewhere overseas. On two separate occasions the service center couldn't even pinpoint Boyfriend's location.
Here's the written [and comical] description I received of last night's debacle:
Boyfriend: Yeah, I've called a few times; my cable box needs resetting.
Service Rep: Thank you, sir. What state are you in?
BF: District of Colombia.
[service rep gets uncomfortable]
SR: I'm sorry, sir, but I'm looking for the STATE you are in.
BF: The District of Colombia.
SR: Can I put you on hold?
BF: Sure.
[brief pause]
SR: Sir, could you repeat your state one more time?
BF: District of Colombia.
SR: Is that the same as California?
After that laughable encounter, Boyfriend took it upon himself to look up the local address and phone number of the cable company. When he called and stated his problem, the employee asked: "Where'd you get this number?"
Given these kinds of events, outsourcing service centers seems like a horrible move. Even if the center handles things fluidly, there seems to be a lingering impression that the outsourcing company doesn't care enough to service you locally. Not to mention, hoop-jumping is never okay. Clients don't pay to see the circus. They pay to be taken care of.
[From the Agent Resource Center]:
Eliminating the Hoops: Streamlining Your Business Practices
