Bringing Back CS
There once was a time when the term customer service meant personal attention from somebody you would likely get again should you need to call back for more assistance. These days customer service means pushing buttons and entering information into an automated system while you wait for what feels like an eternity for a human being to get on the line to hopefully assist you with your problem. Better order a pizza, grab a sudoku puzzle and develop a taste for easy listening because you are likely to be waiting for awhile. According to one estimate, approximately 15 percent of callers to a customer service line wait on hold for 2 minutes or more.
Arise Virtual Solutions, a virtual call center company, is one of several companies planning to add domestic customer service jobs. The company’s CEO, Angela Selden, recently announced plans to double Arise’s current 18,000 customer service jobs over the next few years. The trend of bringing customer service jobs back to the U.S. is becoming so prevalent these days that the term “reverse outsourcing” has been used to describe the process. While it may seem cost effective to outsource customer service jobs, Selden points out that in the long run it is more efficient to have people in marketing answer customer service calls.
Companies are realizing that customer frustration can lead to the loss of a customer. Additionally, having employees in current departments answer customer service calls means that they will have better knowledge of the company and products and services involved. Not all companies will be hiring on the same level to meet customer service needs though. Companies are still seeking to save money, especially with rising gas prices and stagnate unemployment.
Some companies are using existing departments to answer customer service calls. Companies that have a lot of customer service inquiries are still likely to outsource, but others may follow the lead of companies like Arise Virtual Solutions and begin hiring domestically. The ultimate winner will be the customer. Over the past decade, customer complaints have increased as companies continued to outsource services.
Companies are starting to realize that better customer care means more repeat business. Does this mean a return to the days of a friendly voice greeting you on the other end of the line every time you call? Not likely. Automated systems are here to stay. On the plus side, it may mean that the person who answers your call following repeated pressings of the “0″ button just might really be named Bob.
