Among the allegations:
- CSRs are reprimanded for calls that go over the ACT (Average Call Time) with no regard to whether the customer’s issue was resolved or if the customer was satisfied.
- Supervisors are simply agents pulled from the floor but given no empowerment to handle escalations or resolve issues.
- CSRs aren’t allowed to escalate customers.
- CSRs are hired for tech support without ever having touched a PC.
Based on personal experience, I can verify that some outsourced call centers operate in this manner. The blame, however, lies on the client company who refuses to hold the outsource center accountable and refuses to invest in quality. Most outsource call centers will admit that they are focused on one thing – keeping cost per call down so that it increases profit and keeps their clients happy. Reputable outsource centers will provide a modicum of service, but they claim their clients generally refuse to pay for more than that.
Our group has known and worked with numerous outsourced call centers. There is a sincere desire among many outsource centers to provide good service at a competitive price, but it can be a cut-throat business. The vast do not believe that companies are willing to pay for good service, so they aren’t willing to provide more than the bare minimum required to keep the client’s business. The customer is often left with the short end of the straw.
It seems to me that there are companies who would be willing to pay more for an outsourced call center who will measure, coach and guarantee exceptional service quality.
Does anyone have a story to share?