CustomersAreAlways: Customer Service Outsourcing Archives

Customer Service Outsourcing Archives

Nov16	When Scripts Are OK Maria Palma November 16, 2007 Know More: Communication, Customer Service Outsourcing 2.0, Customer Service Outsourcing I don't usually condone "scripts" in customer service because I think every interaction with a customer should be natural. Have you ever talked to someone who sounded like they memorized their lines? It makes me feel like I'm talking to... Posted at 3:15 PM \| Permalink \| Comments
Jun 5	Customer Service Outsourcing: Yay or Nay? Maria Palma June 5, 2007 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... Continue Reading Posted at 7:02 AM \| Permalink \| Comments
May26	Customer Information Outsourcing: Who Can You Trust? Maria Palma May 26, 2006 I came across this article that asks: "How comfortable are you with giving your personal details to call centre staff in foreign countries?" Simon Moores, the writer of the article, answers with "I have little enough confidence in our own... Continue Reading Posted at 11:25 PM \| Permalink \| Comments
Apr29	U.S., India, Brazil, China...Why Does Country Matter? Maria Palma April 29, 2006 Yesterday I received a piece of miscellaneous mail. I say "miscellaneous" because I know that people have put effort in these advertising materials and I don't want to undermine their profession. Anyhow, on the front of the brochure was a... Continue Reading Posted at 5:34 PM \| Permalink \| Comments
Apr 4	Statistics on Outsourcing Maria Palma April 4, 2006 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... Continue Reading Posted at 8:27 PM \| Permalink \| Comments
Mar26	Andy Rooney on Outsourcing Maria Palma March 26, 2006 It's been awhile since I've watched Andy Rooney on 60 minutes, but I came across "Andy's Take on Outsourcing" at CBSNews.com, and thought it was pretty funny. My favorite part: " Too much of our work is being what they... Continue Reading Posted at 10:43 PM \| Permalink \| Comments
	Avon Issues Pink Slips to Customer Service Reps Outsourcing Is a Hot Topic! President Bush Says Yes on Outsourcing to India Is Outsourcing Really Saving Money? Customer Service Outsourcing - Yay or Nay?

Customer Service Outsourcing Archives

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