"So our job at consumerist is to scoop up those horror stories and shove them into the spotlight with our flood of traffic and sort of stick them under the noses, and hopefully that it will go up the ladder.
A lot of companies saved a whole lot of money, and everybody was happy - except the customer. To use one of those voice response systems, the 'press one for this, the press two for that,' it's about 35 cents a call. To outsource to a foreign country is about $2.35 a call. "The most striking thing is how much it costs to have a live American agent answer a call," Yellin said. The call center industry didn't even exist until AT&T introduced its toll-free 800-numbers in 1967. The NBC sitcom "Outsourced" sums up our stereotype of customer service: "Yesterday we out-sourced the entire call center to India!"
Yellin cites a 2007 study showing that American call centers receive 43 billion calls a year.īased on Bureau of Labor Statistics data, she estimates that 3 million people work in call centers in the United States, another 2 million in centers around the globe.
"I go and talk all over the country about this now, and every audience I ever go to, I ask them, 'Who in here has never had a bad experience with customer service?'" Yellin said. "When we call, what we want is 'yes,' that's it," said Emily Yellin, the author of "Your Call Is (Not That) Important to Us," a cold, hard look at customer service in the United States.
0 kommentar(er)
