Whom do you want to talk to when you've got a customer service problem? Someone who's being paid bottom dollar to read off a script and can't wait to get out of this dead-end job, 
or a skilled professional who's encouraged to use knowledge and creativity to solve your problem on the first try?
Yeah, us too.
Outsourcing customer service jobs to low-cost vendors is no way to provide good service. And offshoring furthers the alienation between customer and employee. On top of working from rote scripts and being forced to meet time quotas, workers in India, southeast Asia, the Caribbean, and other areas are often forced to assume a false identity and accent to hide their country of origin.
These practices aren't good for consumers, and they don't make business sense. One recent report shows that dissatisfaction with offshore call centers led one in seven customers to take business to a rival. That report warned that only a small percentage of customer defection would reverse the savings garnered.
So, what can we do about it?
>> Ahead to The True Costs of Outsourcing
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