Cost-cutting drives outsourcing growth

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Half the Quality at 90% the Price

Savings from offshoring is cited at 10-20%. Quality is much lower than that, I'm thinking closer to 50%. These offshored customer service reps don't speak intelligible english, barely know their products, and work straight off of scripts. Their incentive is to get you off the phone as soon as possible, regardless of whether your problem is fixed or not. They would rather you call back 2 or 3 times so that they can report to their American bosses "we did 3 calls at 1 minute each" rather than "we did 1 call at 3 minutes".

Luckily the wages for these positions are increasing by double-digit percentages each year. Pretty soon, they'll eat through that 10-20% cost savings. Then, we'll start to see some more hiring at home and maybe get some good support.

Posted by: Vicissidude   Posted on: 08/29/05 You are currently: a Guest | Members login | Terms of Use

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