While offshoring work overseas may allow many a US business to save an extra buck, some are realizing negative gains when it comes to customer satisfaction and call center morale.
An article in CNET takes a look at the phenomenon of irate individuals who take their ire over outsourcing out on the customer service representatives who answer their calls – they call it “Outsourcing Outrage.”
Here’s a clip:
“Indian offices have taken measures to thwart such attacks: Agents typically adopt anglicized names, undergo ‘accent neutralization’ and U.S. cultural training, and sometimes claim to be located in the United States. They are taught to suffer attacks politely and try to calm customers. Failing that, many offices now offer callers the option to be transferred to agents in the United States.”
Even more interesting is that the call center tensions are starting to permeate Indian pop culture. A new sitcom called “The Call Center” stars an “India-bashing blowhard” as the show’s foil.
Read the entire article here – the author does a relatively good job of presenting both sides of the situation.
