The Negative Effects of Offshoring Customer Service
The Negative Effects 1
The Negative Effects of Offshoring Customer Service Lisa Morris Com 120 December 1, 2009 Karen Halusek
The Negative Effects 2 The Negative Effects of Offshoring Customer Service She is very excited. She just came home with her brand new computer. She and her husband had been saving every extra dollar for quite some time and they were finally able to purchase the computer they had been wanting. They succeeded in getting it set up and excitedly turned it on but could not seem to run it correctly. She called the toll free customer support line, confident that they would have their new computer up and running in no time. The call was answered promptly but she could not understand what the operator had said. She asked, “is this the Computer Company (fictional name)”? The customer service representative responded that it was, at least she thought that was what they said. The representative who answered her call had such a thick foreign accent that she could not understand them. She explained to the representative what the problem was, but she could not understand any of the information given to her. She asked to speak with a different representative; after being placed on hold for several minutes, she had no better luck with the new representative. She and her husband tried several more times to communicate with them, finally hanging up in frustration. They vowed to never purchase another thingamajig from the Computer Company again. They have just experienced offshore outsourcing. Offshore outsourcing of customer service is unethical and may have negative effects on the economy. Outsourcing customer service is companies hiring other firms to perform their customer service operations for them. Offshore outsourcing is contracting with firms in other countries. Offshore outsourcing is also known as offshoring.
The Negative Effects 3 Customers should be
The Negative Effects of Offshoring Customer Service Lisa Morris Com 120 December 1, 2009 Karen Halusek
The Negative Effects 2 The Negative Effects of Offshoring Customer Service She is very excited. She just came home with her brand new computer. She and her husband had been saving every extra dollar for quite some time and they were finally able to purchase the computer they had been wanting. They succeeded in getting it set up and excitedly turned it on but could not seem to run it correctly. She called the toll free customer support line, confident that they would have their new computer up and running in no time. The call was answered promptly but she could not understand what the operator had said. She asked, “is this the Computer Company (fictional name)”? The customer service representative responded that it was, at least she thought that was what they said. The representative who answered her call had such a thick foreign accent that she could not understand them. She explained to the representative what the problem was, but she could not understand any of the information given to her. She asked to speak with a different representative; after being placed on hold for several minutes, she had no better luck with the new representative. She and her husband tried several more times to communicate with them, finally hanging up in frustration. They vowed to never purchase another thingamajig from the Computer Company again. They have just experienced offshore outsourcing. Offshore outsourcing of customer service is unethical and may have negative effects on the economy. Outsourcing customer service is companies hiring other firms to perform their customer service operations for them. Offshore outsourcing is contracting with firms in other countries. Offshore outsourcing is also known as offshoring.
The Negative Effects 3 Customers should be
References: Offshoring: Will last 2-3 decades, 30-40 million American jobs lost. (2009, October 16). Bailandspice.com: NA. Retrieved from General OneFile. Gale. doi:A210116897 Pfeffer, J. (2006, March 1). The hidden costs of outsourcing. [electronic version]. Business 2.0 Magazine. Smerd, J. (2009). India on the outs? Workforce Management. 28(6), 30-34. Retrieved from www.tpi.net/pdf/articles/Workforce-Management-may2009.pdf 10% jobless is tougher than it used to be. (2009, November 8). The Forum, p. A7 The story of American jobs; Director Greg Spotts takes on offshoring, warning that it may make the American dream ‘more of a myth than an accessible reality’. (2004, September 10). Business Week Online. Retrieved from General OneFile. Gale. doi:A121822806 Thomas, M. (2009, July 16). The biggest advantage and disadvantage of outsourcing- to outsource or not to outsource. Retrieved October 13, 2009, from http://ezinearticles.com/The-Biggest-Advantage-and-Disadvantage-of-Outsourcing---To-Outsource-Or-Not-to-Outsource&id=2616907 Weinstein, B. (2007). Ethics of outsourcing customer service. Business Week. September 27, 2007. Retrieved October 12, 2009 from http//businessweek.com/Managing/content/sep2007/ca20070927_836850.htm