The Challenge of Outsourcing Call Centers

Outsourcing or offshoring has been a major issue for call centers and customer service in recent years. The number one challenge for outsourcing call centers is providing CSRs who can be conversationally understood. The communication gap frustrates customers and leads to declining satisfaction.

Alert c wenger group member, Todd Hansen, sent me this link from buzzcustomer that humorously illustrates the challenge. If you needed a chuckle today, this is it!

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