Call Centers, WHY?????

[bicker]

Don't quote me on this, but I believe the average Indian worker in a call center makes between 2 and 3 dollars an hour, while the average American worker in a call center makes between $11 and $14 an hour.

That's just wages... just imagine the difference in the cost of benefits!

I suspect that where companies can charge a premium for better service, we'll see customer service provided from the United States.

 

[Marseeya]

It drives me insane! I've tried calling for help with my computer warranty and it's just worthless, so I decided that I might as well forget the warranty with it.

A while back, we went to call for pizza delivery (Vocelli) and I wanted to get an extra little cup of garlic sauce. They outsourced their call center for deliveries! A pizza place! The woman couldn't, for the life of her, understand what I wanted, and by the time she understood what I wanted, told me she had no way of adding it on. All they ever had to do in the store before that was just charge me an extra 20 cents and that was that.

They certainly lost my business over that crackhead move.

 

[PrincessKitty1]

It is just a reflection of the general public's preference for low prices over service. Just wait: The next step will be no more call centers. You don't get service unless you first prove in court that the company is at fault. In the state (or country) that the manufacturer is located in. There is so much further manufacturers could go, further sharing the risk associated with producing their products, and the most the general public focuses on price, the more we push manufacturers down that path.

Um, could the use of foreign call centers have ANYTHING to do with manufacturers' profit-seeking? No, I guess not...it's all about the general public PUSHING manufacturers to lower their prices.

 

[bicker]

It's all the same Princess. Manufacturers seek profit because it is their fidiciary responsibility to do so, and so the general public can make money on its investments. In the end, the general public drives manufacturers with regard to what kind of service to provide. Don't try to abrogate our responsibility with the rolling of eyes -- it just won't work.

 

[Michelina]

Speaking from personal experience in one company, the American workers made 15x what the Indian reps make. As bicker said previously, that is just in wages alone. The Indians get none of the excellent benefits provided to domestic workers.

In almost all cases if you put up a fight and demand that they transfer you to someone who can understand you, you'll get transferred. Or they will just hang up on you, that seems to be a favorite tactic when they've reached an impass that their script doesn't cover.

 

[PrincessKitty1]

It's all the same Princess. Manufacturers seek profit because it is their fidiciary responsibility to do so, and so the general public can make money on its investments. In the end, the general public drives manufacturers with regard to what kind of service to provide. Don't try to abrogate our responsibility with the rolling of eyes -- it just won't work.

So following your logic to the bitter end, I guess the actions of Enron execs are all the fault of the general public--since the company was just living up to it's fiduciary responsibility to seek profit?? Oh, you mean execs are just thinking about the stockholders' profits, not the profits with which they are personally lining their pockets?? (since you don't like the rolling eyes, here's another smiley for you: ).

 

[LuluLovesDisney]

I am most likely going to get a ton of flames for saying this and I should know better because I am not good at message board "debates" ........but I suppose I just never learn.

Why is it that almost every call center, from computer companies to credit card companies are having there phones answered by people in another country??

I find it very frustrating to be on the phone with someone I do not understand.

This is a honest question, is it honestly cheaper to direct calls to India then here in the US??

I understand it's cheaper, however, there should be an American call center as a back up, where someone will understand you if you have a more complex problem. I've had lots of issues with my DSL and whenever me, my BF or dad would call, we'd get India.

AND

this is the kicker

Whenever anyone asked "Is there a number in America I can call?" or "Are there any locally based call centers?" or "Please transfer me to an American call center." or " I want to speak with a Level 3 Tech." ALL 3 of us were immediately HUNG UP ON.

That infuriates me. Basically, we spoke with people in another country, who seemed to be reading from a script and not understanding us and we had no other recourse since they'd hang up on us if we asked to speak to an American call center.

So, no, you don't always get transferred.

And as far as no customer service being the future, I doubt many people would subscribe to an internet or phone provider that did not offer any customer service. If a company were smart, they'd charge more and advertise all American based call centers, local techs, etc. and advertise, advertise, advertise. I know I'd pay more for that kind of help.

 

[Nancy]

That infuriates me. Basically, we spoke with people in another country, who seemed to be reading from a script and not understanding us and we had no other recourse since they'd hang up on us if we asked to speak to an American call center.

So, no, you don't always get transferred.

And as far as no customer service being the future, I doubt many people would subscribe to an internet or phone provider that did not offer any customer service. If a company were smart, they'd charge more and advertise all American based call centers, local techs, etc. and advertise, advertise, advertise. I know I'd pay more for that kind of help.

I just had huge problems with Tracfone on Thursday, let's put it this way, I got hng up on, spent over 2 hours on the phone with people I couldn't understand and then had the supervisor REFUSE to speak with me. All because I told them that I worked for a company that prided itself on going above and beyond for the customer and that was not what I was getting with them. I also told them that if I couldn't speak to a supervisor they were losing 5 customers who have used their service for over 5 years. SO, when I finally reached someone I could understand I had them transfer all remaining airtime minutes to my DH's phone and then told him to call his brother in NYC and use them all up talking long distance for a few hours. Today I went and signed up for a family plan for our cell phone service. I would much rather pay a bit more and have the words "high standards in customer service" become a part of our vocabulary again

And them my Mom wants to know why when it says to press 1 for English, you never get to talk to anyone that actually speaks English?

 

[Michelina]

When customers on the phone tell me how much they appreciate being able to speak to someone in the US who actually knows the product and can "think outside the box" to answer their questions, it means a lot to me. But it would also mean a lot if they would take just a minute and maybe write a letter to the company or even an email. Maybe, just maybe the people at the top would take that customer loyalty into consideration when they start thinking about outsourcing.

I did that after I called Land's End with a product question and the phone rang and someone answered it! No voicemail system asking you to press 1 for this and 2 for that, just someone who picked up the call. I was so shocked that I was actually speechless for a moment!

 

[Metro West]

My only experience recently has been with trying to reach Dell's technical support group. But, alas..they are always closed due to some phantom holiday...the day of the week and time of day don't seem to matter. I wouldn't mind having a job that closed all the time due to these unknown holidays!

 

[LuluLovesDisney]

When customers on the phone tell me how much they appreciate being able to speak to someone in the US who actually knows the product and can "think outside the box" to answer their questions, it means a lot to me. But it would also mean a lot if they would take just a minute and maybe write a letter to the company or even an email. Maybe, just maybe the people at the top would take that customer loyalty into consideration when they start thinking about outsourcing.

I did that after I called Land's End with a product question and the phone rang and someone answered it! No voicemail system asking you to press 1 for this and 2 for that, just someone who picked up the call. I was so shocked that I was actually speechless for a moment!

LOL

And good advice- I'll remember that. Positive reinforcement may help, too.

 

[disneymom3]

I agree with the whole train of thought here. Not long ago I had called one of our banks to ask a question and the specific person I had to talk to was not there. I was told to call back between 9 and 5 "eastern standard time." I was a little thrown because it was daylight savings time. So I said, "Really Eastern standard time, or just Eastern time?" The poor girl had NO idea what I was talking about. I totally threw here for a loop. I started to explain about the whole switching the clocks back and forth, but as a lifelong resident of this country I find that pointless and stupid so I just decided I would call the person in the middle of the day!

 

[Ted and Holly]

I manage off shore software and quality assurance engineers. I have been following this for awhile and the call centers are going to come back to the states. It may be slowly, but they are coming back. The work will get done in India forever, but the offshore customer service model is not lasting and companies are realizing it.

I would not count on this. India and the Asia Pacific region, in general, is growing extremely quickly in the call center industry. Next, China.

 

[tinatark]

I think it's funny that "Rasheid" (made up Indian name) will answer the phone, "This is Michael, how may I help you"?

As far as the pay, even though they make WAY less than in the US, their income is at norm or higher for their country. We bring Polish college students over to work for us during the summer - professionals there make about $300/mo.

I've been dealing with a huge issue with Gateway - my computer has been dead since April - they're working on my third replacement unit - I've found a call center in Florida! Yaay! I call them so frequently - some of them know me when I call!

That's how it was when I managed a call center for a large Credit Union in Florida - we had 12-15 phone reps, and usually the same members called throughout the week. We knew them by voice!

 

[UrsulasMyHero]

Yes, it is cheaper.

Not all call centers do that, however. I have worked at a few that are based here in Tampa.

I do agree, however, that is frustrating when you are dealing with one that is outsourced. Besides that, a lot of them just have "scripts" to follow when you call in. You ask a question, they enter it in the computer and are given a response to ask/tell you. THAT is even more frustrating for me. (I have never worked for a company that uses scripts, but there are a lot of them out there.)

Have closed up shop and moved on due to costs.

Capital One, once one of the largest Call Centers (And a progressive one at that, with a Gym, Coffee bar and cafe) closed down 3 years ago and sent off those jobs to india. Try calling them for help and you'll get "Jan" from "Tampa" who really is probably from New Dehli.

I've worked at several of the larger call centers in Tampa and saint Pete, and have finally thrown in the towel. If they're out-sourcing, I'm getting a job in a field where I know I WON'T be obsolete in a few months. Healing is one of those fields.

but to answer the question. Yes it's cheaper.

 

[bicker]

So following your logic to the bitter end, I guess the actions of Enron execs are all the fault of the general public--since the company was just living up to it's fiduciary responsibility to seek profit??

No, that isn't from my logic. My logic requires following all laws and regulations.

 

[bicker]

And as far as no customer service being the future, I doubt many people would subscribe to an internet or phone provider that did not offer any customer service.

How would they communicate with others?

If a company were smart, they'd charge more and advertise all American based call centers, local techs, etc. and advertise, advertise, advertise. I know I'd pay more for that kind of help.

There are always people willing to pay a premium for a premium service, but the question is whether enough people are willing to pay enough of a premium. We, as consumers, don't get to dictate both the service level and the price. We could choose one and agree to have the supplier set the other as they see fit, or we can negotiate with the marketplace for a mutually-acceptable medium. That's what we see available today.

 

[ThePhantomsGirl]

I have had this frustration so many times! I understand it is cheaper but it's difficult to get any problem solved when there is a language barrier. (sometimes it's just the understanding of what the rep is saying) I had to call Vonage last week several times due to a problem. Now, I LOVE Vonage and wanted to take them up on their offer of a second line with two months free. Great, except there was a small problem and it took me an incredible amount of time to get it resolved. I finally demanded to speak to a supervisior and once I got someone who spoke English clearly it was a simple thing to clear up.

 

[JimFitz]

I would not count on this. India and the Asia Pacific region, in general, is growing extremely quickly in the call center industry. Next, China.

No doubt the call center business has grown over there, but I have also seen it come back to the States just as fast.

 

[PrincessKitty1]

No, that isn't from my logic. My logic requires following all laws and regulations.

Well, I guess SOMEBODY has to naively trust that Big Business follows all laws and regulations.