Quote:
Originally Posted by Hellmark
Problem is, often they get employees with a far lower skillset, even if the portion of the skillset they are off on is speaking the same language as the customer fluently. I know you've heard the horror stories of tech support and customer service lines being outsourced.
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I work in tech support for a large electronics company. They outsourced a portion of their customer service overseas a few years back... then after one year took a thorough poll of customer opinions of the outsourced experience. After reading the poll results my department doubled out headcount, the outsourced people are no more, and customer satisfaction went back up to acceptable levels.
Some companies do learn from their mistakes.
