I just read an excellent TIME magazine article describing how call center jobs are shifting back to America. But rather than being routed to traditional “brick and mortar” call center buildings, these calls are being routed to home based agents.
There are several advantages to this, such as reduced occupancy costs and lower employee turnover rates versus a traditional call center. There are also disadvantages such as lower employee morale.
Read the article and tell me what you think of this trend. It’s at: http://www.time.com/time/business/article/0,8599,1977027,00.html
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Filed under: Call Center Articles Tagged: | Call center, call centre, outsourcing, phonesourcing, TIME magazine
I think it is a great idea to bring back the call centers to the U.S. I need to talk to someone who i can easily understand.
When I have a question that can’t be answered – which is usually the case – I’d rather have someone tell me flat out in language that I hear everyday. I can’t tell you how frustrating it is to listen to someone with an accent that inidcates English is not their first language, and to hear the script they are reading forcing them to apologize for any little problem I have.
Bravo to the brave companies who pay just a bit more to have local call takers.
Hi Todd,
It’s great to hear from you! Yes, language and cultural barriers are a big issue when it comes to customer service. I want someone who can not only fix my problem, but make me feel like a valued customer.