Call Centers: Call routing and international Call Centers
Calls come into a typical call center literally at the rate of hundreds per hour. What happens to those calls determines the commitment to customer service or the company. Many companies have their own customer service call centers that field the calls directly from their own customer base.
The other alternative is the outsourcing model. Outsourcing has had a bad reputation of late but consider outsourcing as simply buying a service. Like all services purchased, from janitorial to network technology, the level of satisfaction is based on the actual service received. Many people complain about calling into call centers that end up routing the call to India or another foreign country other than the United States. The question however is why the problem with a support person in another country? Are US citizens so prejudiced that they are against people from other countries helping them with their problems? There is a much more accurate reason for the appearance of prejudice within the greater US population that simply a dislike of foreign support. In part 2, another alternative option will be offered that is much more plausible than the knee jerk accusation that the general US public dislike foreign national call center help.
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