The problems with off shoring & outsourcing call centers.

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Ashton Deroy writes: Off shoring & outsourcing are legitimate business practices used frequent by fortune companies especially in the practice of setting up call centers. This allows the company to focus on their stock price, product development & Public image. However this has been mentioned to be a practice that economically annoys the public, antagonizes business customers and even shatters customer relationships with companies in some cases. What is wrong with the practice of outsourcing? Why is it damaging companies instead of bringing in benefits & furthering the companies?

Honesty & Transparency– Why is outsourcing perceived as dishonest? Think about it the representative is not working really to satisfy the customers. They are working to satisfy the needs or goals of the “Client”. In fact frequently when I was in call centers I struggled with seeing the line between “Doing the right thing” & “Pleasing the client”. What is created here is an environment where you try to please everyone and end up pleasing no one! The customer feels like they have no idea where your interests are at, then the client is mad because they have low customer satisfaction in some cases lower than their internal customer service teams!

(In call centers clients & company representatives rely on multiple sometimes contradicting key performance indicators to evaluate business success.)

They also randomize representatives to customers. Rather than provide direct lines which would establish connection and ensure customer resolution.  This process has frequently made me think the customer & representative relationship was much too unfamiliar.

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What is the better way to do this? The Employees should work directly with the client & customers. Why do it this way? The vendor has you work with company administrators who just become too many people. With a direct line to the employee/employees they can communicate common issues, trade negotiate concerns directly with the company reps & become self-empowered to resolve any customer issues. 

Customer perspective “I have my favorite StarBucks Barista on Facebook! Why can’t I have a direct line to a call center rep I like?”

Over estimation of external tools – Ever supported a 24/7 call center from the cubicle position? Then you know what I am talking about! You cannot run computers, software &other machines all day every day without the systems starting to go to shit. Call centers should NOT be making a 24/7 service promise. For reasons of business limitations, human limitations and tech limitations. Besides this a 24/7 call center requires employees to often work longer hours which wears employees down & increases company churn. If you want a 24/7 operation you should be sorting it out with many call centers taking a chunk of time. Not a bunch of call centers taking 24/7. Customer relationship management software, servers & dialers also start to fail after so much time in use. Which can make it feel like you are helping people with your arms tied behind your back. 

Over promising the employees We tried addressing this issues with meetings at my last job but an over promise is an over promise if no resolution is made. So what do I mean by over promising employees? Service contracts are negotiated between clients & call center companies. It is no wonder so many service terms on these contracts are violated as some of the promises have nothing to do with company infrastructure and everything to do with how many call center employees that show up for that day! Call center employees really try to make employers aware when things aren’t working but often it isn’t enough with their personal interests contradicting the interests of the business. Often this results in the business booking employee hours that employees are not willing to complete. Which can result in employee churn & schedule non-compliance.

What could resolve this? Democratically elected employee representatives. The Union is dead in North America and it is really a shame! If someone was writing down legitimate employee concerns & taking them to an admin they might just fix some of the employee issues. 

Honestly though despite the challenges of the job, call centers are the job of the future. No matter what line of business you work in you will have to provide customer support & resolution. If a center was able to meet my economic needs, or my scheduling needs. It may be the long term job for me. 

Need Customer support to your website, Facebook or other social media? Why not hire someone with experience? 

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Call 647-850-6802 or fill out a contact form below: 

Tell me about desired processes, Goals, Key performance indicators, possible security interests & common resolutions. I may be the fit to support your business from digital, telephone & social media platforms. 

 

Flight service issues

 

Flight attendants are over stressed!

Sometimes when you work in a service role with a company you can only do so much before you break down. In the flight service industry, there are still a lot of glitches in providing high standard customer service. 

Flights are still overbooked, regulations are increasingly high and the expectations of employees in mid-level jobs are becoming more & more demanding.  

It becomes increasingly hard to do your job as a flight attendant when you consider your large scope of responsibility. This includes but is not limited to: 

  • Ensuring emergency equipment works
  • That Cabins are clean 
  • Attending to passengers 
  • Makes sure there is enough food on board 

You are expected to do this in conditions where: 

  • Your company irresponsibly oversells tickets
  • Post 9/11 regulations practically force you to be suspicious of all customers. 
  • Customers are uncomfortable due to lack of space in the cabin. 

Of course, all of this is becoming harder during high use times of flight services. Here are some examples of flight mishaps during heightened service times. The downside of over stressing customer service people is stuff like this happens, read articles below: 

Anderson, Mae. ” American Airlines grounds flight attendant after a confrontation on plane.” CP24. N.p., 22 Apr. 2017. Web. 22 Apr. 2017. <CP24 Flight grounded>. Leslie Scott a public ambassador of American Airlines was put on the spot in the eyes of the press after a male flight attendant had a physical confrontation taking away a stroller from a passenger. This article proves working in the public service sector is increasingly difficult and to some degree, there is bound to be a burnout. Although you can not excuse this public mishap you have to wonder if the stress of his employment caused this!

Passy, Jacob. “Nearly half of young Americans won’t fly United anymore.” Market Watch. N.p., 22 Apr. 2017. Web. 22 Apr. 2017. <Young Americans won’t fly anymore>. This article talks about young people now making the choice not to fly. Also the wrongful removal of David Dao a 69 year old doctor on a United Airlines flight. This another famous example of customer mistreatment on a North American flight service. Just another reason why consumers are considering their options in national and international travel. Are the employees really to blame? Or are the consumers right in blaming the company for creating such hellish travel conditions?

To conclude, it is my opinion that Flight attendants are in an overstressed role that should be more service focussed but rather has become more job focused. It is my opinion that certain attendants should not work with the consumers but rather just handle the administrative resource & emergency duties. Flight attendants who specialize in customer service should be the only ones dealing with consumers.