Comments on: The Perils of National Customer Care https://myechoproject.com/TES/national-toll-free-customer-service/ Tue, 01 Apr 2008 12:36:00 +0000 hourly 1 https://wordpress.org/?v=7.0.4 By: Jacqui Macy https://myechoproject.com/TES/national-toll-free-customer-service/#comment-159 Tue, 01 Apr 2008 12:36:00 +0000 http://thirdeyesight.in/blog/2008/03/26/national-toll-free-customer-service/#comment-159 “…The hardware may be in place very quickly and efficiently, but the softer aspects have huge gaps. Either this is because the costs are too high (compared to the revenue available domestically), or it may be because this has not even occured to the company as being as issue they should think through. . .”

You are spot on! With all the entrepreneurial spirit jumping on the BPO bandwagon in India, Call Centers were springing up right and left. The savvy American business owners would want to get the best price of course. The Americans had stock holders to answer to. Only after the huge gaps in efficiency, knowledge and understanding were discovered by the American customer (and we are still hearing about it here in the US) did the BPO vendor realize that they had a huge problem to overcome or they would loose their entire investment.

Fortunately, there are tools to fix the problem. Fortunately, the same tools can and are being used worldwide. BPO (and KPO) is expanding quickly into Eastern Europe, not just the Philippines and China. South America has now jumped on the bandwagon. We have been contacted by African nations now as well. It is a flat world, and the road goes both ways.

Jacqui Macy | Executive Vice President
BPO Certification Institute, Inc.

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