Last week I posted that many companies are trying to outsource their customer service and other miscellaneous jobs. They do it to save money - but are they really saving money?
I would think that training people alone would cost more money. Not only do you have to teach people the actual process of what they have to do, you have to teach them about the company, how business is done in the U.S., and how to interact with customers.
Jeffrey Pfeffer, at CNNMoney.com, reported today that a survey by InformationWeek showed that customer service worsened or had no change when companies outsourced duties. It has also been found that 80 percent of companies that outsource their customer service don't actually save money. It seems that when an employee overseas can't identify with the company that they are working for, they are less interested in actually serving the customer.
Let's just imagine that you're working for a company that's based in Africa. You have no idea who the company is other than the name and what they sell. It could be a company like Microsoft, but you have no idea how big they are and the culture that they represent. How likely are you to take your job seriously?
i am looking for a genuine bpo process can u pls help me.
Posted by: talib | September 20, 2007 9:45 AM | Permalink to Comment