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A 2005 Gartner study predicted that 60% of organizations that outsource will see significant numbers of customers switching to competitors. (Source: Chasing Cool)

Sixty percent - that’s a pretty significant number.  There has been this growing frustration among consumers who call a company only to find out that they’re talking to someone who is based on the other side of the world.  

I’ve come to understand that when you outsource some of your operations to people who really aren’t part of the company, it can lead to a sort of disconnect from the culture and vision that the company may be known for.  

 

In a recent experience of calling a certain company, I had a feeling I was actually calling one of their call centers overseas.  I felt like I was talking to a robot - it was so obvious that the customer service rep was reading from a script.  The feeling I got from our interaction was that she probably had no real idea of the company that she was representing.  But then again, I also find that with call centers here in the U.S. as well.  

I’m a little bit on the fence with the concept of outsourcing.  On one hand, I think it’s great that people in other countries have the opportunity to work with U.S. companies and be able to make more money and provide for their families.  However, at the same time, these people that work in call centers overseas may not be familiar with the culture of the company they work for or may not be familiar with the culture of the U.S.  

Any thoughts?  

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