outsourcing = the devil

[Blue_Eyed_Devil]

@Nikuk

Im all for good customer service, in fact, I have left companies over it.

However, reality is reality.

Because customer service telephone centers are divisions that hemorhage funds.
Customer service centers do not make money for companies. But they do COST ALOT of money. In technology, infrastructure, human resources, and salary. Not too mention ancilliary costs.

If the customer service rep CANNOT SELL YOU SOMETHING -or- TRANSFER YOU TO SALES, then the company is losing anywhere from $0.18 to $1.48 on Your call. Those figures are taken from a local Telephone Center for reference.

One WNY tele-rep taking 148 calls/shift @ ~$0.70/call = $103.60/day.

$103/Day LOST. Consider there were ~380 tele-reps at the time. And the center was fully open / staffed at least 358 days/year.

In India, the cost per call can drop to an astonishing $0.38 average.

You do the math, and then start thinking about Why India WILL BE the next great economy. Well, that involves the education systems as well.

Customer service is kind of like quality control.
If I got rid of my quality department I could save $1xx,xxx.xx a year but I am pretty sure I would loose customers at the same time because customers would not be happy with the lack of quality.
For the quick buck it may be effective but in the long run a company will suffer.