UK bringing some call centers home!
According to a recent article in the BBC online large companies driven by customer complaints are bringing many of the support desk jobs back home. We can do the same here. Big companies spend a lot of money “Branding” and they don’t want negitive thoughts about the brand. When they hear the customers wanting something, if it can be done they will do it. So do it.
Here is a great quote from the article from a man who did not take his call center overseas.
“Taking call centres out of the UK might look like a good option if you are a short-sighted accountant with your nose stuck up against a spreadsheet. We have always taken the broader view - we could save money but at the expense of service.”
Source: BBC online
May 22nd, 2007 at 5:16 pm
I think some companies in America have brought the call centers back after complaints. Scheduling due to the time difference is another factor.
Moving customer service overseas is a stupid move to begin with. How can someone help you with their problem if you have trouble understanding them?
May 22nd, 2007 at 9:27 pm
Yes, I have read where a few did move them back. I know for a while Dell said that their business customers would not be routed overseas but they kept the rest there. And I have had to talk to overseas desk several times even after they said they had changed (I no longer reccomend Dell)
I know the state of AZ stopped the welfare helpdesk they had in India after the press reported it.
And it is very frustrating like you mentioned when you need help with a problem and they can’t understand you and keep reading the script in front of them. I had to make a reservation with Delta Airlines and it was changed and I had to call there help desk and I got a person in India (I think) and they could not understand what I was asking at all.
If you run across some news about a US company bring some back please post it.