Call Center Magazine is the Flagship of the Call Center Industry
Call center Magazine is the flagship of call center operation and business. The magazine typically has relevant articles about call center operations, equipment and strategies.
Call Centers and Dell
Once upon a time, Dell computer company was one of the most healthiest if not THE HEALTHIEST computer integrators in the world. They seemingly could do no wrong. People were happy as customers while the profit margins continued to grow. Companies like that cow one, with it’s arrogant upper management however were busy “downsizing” from 32-000+ employees down to under 5,000. (yes, that’s not a typo)
Seems however that in the interest of ongoing cost cutting, Dell made the error of sending their support call center business overseas. Customer satisfaction plummeted and now they’re being hurt by decisions like the outsource debacle.
I am certain however, that those who made the decision to outsource U.S. Jobs overseas got their bonus checks ontime.
What’s going to happen when all the middle class, who’s buying your products no longer can afford them because there’s no more good jobs left in the U.S? Ans: Your STOCK PRICE GOES DOWN DELL!
Outsourcing for some has been a Failure
Call Center work is starting to move back into the US work market. This in no doubt is due to the fact that customers are making their displeasure known to business. The problem isn’t that Americans dislike the people from India, Pakistan , or some other country. The issue is one of understanding the customer service agent. Although the command of the English language is acceptable, the accent makes it very difficult for many to understand what is being said.
This in turn drives the dissatisfaction with direct customer service support that has been outsourced to another country. Hence, this aspect of the outsourcing stampede was, at least for many businesses, a disaster in customer relations.