These are statistics offered by Business Week in regards to overseas 
call centers and the future of email and chat to handle customer service issues:
· 62% of U.S. consumers gripe about service if they think the call is being taken overseas
· 69% of Americans say they're less likely to do business with company after a bad call center experience
· Study by Convergys Corp found that 74% of U.S. consumers would rather use automated voice systems or the web rather than speak to an overseas agent
Companies are beginning to look at chat and instant messaging as options in communicating with their customers. Companies are even going as far as possibly installing voice analysis software to help call center people speak more like Americans.
Are you kidding me? Are companies really going to spend the money for software so foreigners sound like "Joe" or "Jane"? Is it just me or does this sound ridiculous?
Mind boggling. When 2/3 to 3/4 of your customers send you a strong message, you must listen, not try to find ways to get around what they are telling you. Customers can - and will - vote with their feet. One of the largest computer retailers is seeing this and attributing their declining sales to anything but their exceptionally poor customer service. Smart companies are promoting their onshore support staff as a quality differentiator.
Posted by: Anonymous | April 5, 2006 10:29 AM | Permalink to Comment