Call centers off shoreNovember 26, 2011
The New York Times today has a story, “A New Capital of Call Centers,” which focuses on the fact that many companies with US customers are moving their call centers to the Phillipines or back to the U.S. because personnel in the new locations speak better English than, say, their counterparts in India.
Evidently, these companies believe that customers’ primary concern is the quality of the language used by the call center agents. My primary concern, however, is whether or not the call center agent is actually able to answer my questions, solve my problem, and/or take my order accurately. Overall, I’ve had much better luck with the hard-to-understand foreign agents who seem to know what they are talking about than with US-based agents who are poorly trained and/or work in call centers in which no system is in place to help callers actually get their questions answered.
In brief, I wish companies would pay more attention to this Renee’s Rule™: Make my life easy.
What do you wish?