Call Centers, do Americans really dislike foreign telephone support workers?
Many have claimed that US citizens simply do not like foreign support workers because of unspoken prejudice. This is unfortunately, the simpleton answer of America bashers who have no idea who they are demeaning.
The average American is no more a part of the establishment than farm animals. We’re basic people who want nothing more than to live in peace without fear. Do we care who helps us with our technical support question, or sales enquiry? Yes! They need to speak English in such a way as we can understand and they can help us! It doesn’t matter if the cost of the call is way cheaper for the business if the person on the other end cannot help us with the problem. Heck, basic Americans have never said I don’t want to take with you because you’re (fill in the blank with the nationality of your choice) regardless if that worker could help us or not. No, its more, I can’t understand you and need to speak with someone who can help me with my problem AND speak English well enough for me to understand.
Corporations buy into the price benefit without true concern about the impact to customers. There’s a reason why we don’t like to speak with the support tech de-jour. It’s not that they’re in another country but that they can’t speak to us clearly enough for understanding or are able to help fix our problem. Corporations claim to care about quality but until they start listening to customers, they will continue to buy into the call centers in other parts of the country are cheaper mentality. Stupid and short sighted. Personally, I’ve quit buying from companies that have a support model that doesn’t help me when there’s a problem. Go figure. All I want is a way to get my problem fixed.
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