While this is true, it misses the point - when a customer calls a support center, they should not have to deal with communications barriers of this nature. That their English is quite good for being a second or third language is moot. If the average American (the customer) can not understand them and vice versa, the outsourcing agency is failing in their mission to provide a lower cost alternative to American staffed call centers.

 

 

Darn it guys, you are slowing down.

 

Well you understood. Correct ?Point made.... Don't take it personal buddy.

 

Look who is talking about getting owned. Shiri's troll son. Please......

 

Actually, I don't understand your point. If you don't like the CSA and overall level of service, take your card business elsewhere. Plenty of choices in the card market. Unfortunately, these providers have most likely off-shored and/or out-sourced their customer service.

I don't know the driver for your card decision. Many consumers like the 0% teaser rates, no-payment until MMM-200N, cash-back, points/rewards, etc. These cost money and the business model does not support these incentives, in addition to U.S.-based back-office, operations and customer support.

I'm all for keeping jobs in the U.S. However, I also shop low-cost (lowest cost) and the price for that choice is a product or service that typically has a high percentage of over-seas (third world) component.

 

[QUOTE=RUGBY,Aug 29 2005, 12:22 PM] Actually, I don't understand your point.

 

[QUOTE=My R2,Aug 29 2005, 11:06 AM] Darn it guys, you are slowing down.

 

My bad. . . it always seems like our Australian affiliates have a ton of "office closings," but if you say you have 8 national holidays plus a couple of state holidays, I'm probably off. My firm observes 6 national holidays (New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas), so it looks like you guys get about 4 more than we do (but I work for a pretty stingy place).

In an outsourcing deal I've recently worked on, the vast majority of the work stayed within the U.S. I believe much of that is for political reasons, but the Indian firms (Tata, Satyam) simply didn't offer the total value the client was looking for. By that, I mean they didn't have the global presence to service a global corporation (they could do the U.S. and Asian work, but fell way short of European, Latin American, and African capabilities). I'd imagine this trend will continue as companies continue globalize. The Indial outsourcing firms will have to mature into those markets (not sure how) to compete.

Outsourcing doesn't always mean offshoring. . . it just means finding someone outside of the company to do a job cheaper.

 

They will need to learn to say "I not understand" in different languages. "No comprendo."