Bad Customer Service: Why Good Customer Service Reps Are Leaving The Profession

Have you ever called customer service to a company, and you were transferred to another country? Well, if you have, then you have seen outsourced customer service in action. This is pretty much where a company hires a third party company to take care of the functions of their customer service department. Since it’s cheaper to start up businesses in other places, besides the United States, you normally see these outsourced customer service centers set up in places like India. In the end, it ends up saving everyone money. Thus, this means that outsourced customer service centers could be just want you are looking for.

As I stated I made several transactions from Friday through Sunday; constantly checking my balance via the phone or online. Sunday night I checked my balance and I’d just made a purchase online, so I only had a few dollars left in the account. I decided that Monday night, after work I’d make a deposit. Not because I was overdrawn, just to make a deposit. Monday rolls around, and I make my deposit at the ATM machine. The machine gives me my receipt and I’m nearly $70.00 overdrawn. I’m truly perplexed.

A totally amazing service that I use is called Audio Acrobat. I use it to have customers, subscribers, etc., call in and leave testimonials. I use it to record some teleseminars, interviews, product recommendations, and for dozens of other purposes. I do record video from my webcam to this service too. You can also upload video recorded on a regular video camera to this service, and then stream it from their website.

We were all appalled by the Nine-Eleven scenario. I remember that I was working at America Online in their Broadway Titan Call Center Tijuana when it happened. My supervisor, Nevin Phull, took time to have a talk with everyone who worked on his team, one by one, to be sure that we were all right and able to make it through the stress-filled day. Then, just days later, a member of his family, who was East Indian by descent, was killed in a hate crime and we all took time to be sure that Nevin was all right.

I mentioned the cubicles that most CSR’s sit in (although they may be standing if they have gotten tired of sitting and are talking to a caller who just won’t hang up). The cubicles are not soundproof, so you will hear the conversations of all the CSR’s around you. This can be quite amusing when a CSR hits his/her mute button, yells at the caller for a minute, then un-mutes the phone and sweetly says, “So you were saying?” This is not recommended, however, because there are times when the mute button does not work!

Option 3: Ok, there can be a real company. And even then they can scam you – the HYIP history shows several cases in which the program simply start reporting losses. You can’t call the authorities against such company – because when invested you have agreed that losses can occur.

“‘The LORD reigns forever, executing judgment from his throne. He will judge the world with justice and rule the nations with fairness.’ (Psalm 9:7-8).

The last part of leadership on the call center deals with the actual interactions with their team members. This is a very interesting dynamic. Remember, authority can never be given, it must be earned. Great reps will not listen to a supervisor just because they said so. There must be a mutual TRUST that is earned over time. We must help our supervisor to be ready to take on this role before they go to manage people. That’s why I hate blind promotions of reps to supervisory roles without going through training.