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View Diary: The Bifurcated Recovery (193 comments)

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  •  You get what you pay for (3+ / 0-)
    Recommended by:
    tmo, Pozzo, BYw

    Has anyone quantified the cost to customers or other affected people from the drop in quality of work after outsourcing? Back offices in India and China usually provide much poorer customer service in dealing with loan servicing, or answering product questions, or addressing other problems.

    Of course, the less people have to deal with Customer Service because it stinks, the more companies can get away with ripping off their customers.

    "Big Darkness, soon come"-Hunter S. Thompson

    by NoMoreLies on Mon Mar 01, 2010 at 09:16:04 AM PST

    [ Parent ]

    •  Often there is little or no cost savings (2+ / 0-)
      Recommended by:
      tmo, BYw

      When everything is factored into account. Yes, you save a lot in wages up front, But then you have to figure in things like training, supervisions, having to re-do outsourced work that was done improperly, cost overruns etc. A lot of call center jobs have been shifted back to the USA from India due to poor satisfaction. Personally, I find that the India call center workers are polite, but can only help me with the most simple inqueries. Anything beyond that has to be sent to the US call centers.

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