Sevenfeet wrote:That's a bit jingoistic. Yes, we'd all like people who speak understandable English. But I work with too many people in my line of work who either are immigrants or recent citizens to dismiss them. I have over 20 years professional experience dealing with call centers in one way shape or form. I care more for customer service processes that treat customers well. You can have a call center in Iowa that still treats people poorly as a matter of policy. Don't confuse the two.
Yes, I agree, that is true. But my point was not that there is anything wrong with foreigners. My point was that when a company outsources CS overseas it is almost always to save money. These call centers usually stick to a script and have no commitment to actually providing service. You are absolutely correct that the same thing can happen with a call center in Iowa. But in my experience it is far easier to get a US support person to deviate from the script when necessary.
A couple of examples: once an airline billed me three times in rapid succession for a ticket bought of their website. There was only 1 ticket issued but three charges, clearly a mistake. I immediately called customer service and got an idiot in India that would do nothing about it then had the gall to illegally charge me $35 for his "help". I demanded to speak to his manager. Let's just say after 2 hours on the phone with the manager I got no where. So, I filed a credit card dispute against the airline and also a complaint with the US Department of Transportation. (I found specific statutes and rules they had violated). I got a call from a vice president of the airline a few days later, a full refund, and a written apology. I now also get directed to the US-support and have never had this kind of problem again.
I have nothing against people in India. My objection is to any company that uses such moronic policies that keep employees to a script when it is utterly obvious that they have screwed up.
In another case my internet service would always die after a rain. The phone company used support overseas and they would not even consider the relationship with the weather stating "we can only consider the data we have access to." When I found out that my state regulations require them to provide local support if asked, well, that was huge. I now demand support from my state. It usually takes 2-3 tries. I just repeat "let me talk with someone in Arizona" in response to whatever they say. It works. The local support people always know when something is screwed up with the system and they quickly go off script and actually focus on solving the problem rather than on dismissing the call and doing nothing.
Honestly, you can believe what you wish, and I personally think competent people are found everywhere. But there are reasons why all high end service is US-based. When you have premium credit cards, buy premium business services, reach elite status on airlines, hotels, or whatever, you almost always get support from within the US.