3 Levels of Customer Service
This post follows up on my previous post, BPOs & Robots.
I have been thinking about Call Centers on and off for the past few days. I was one of two Indians at the conference I went to earlier this week and there was an unbelievable amount of interest about India in general and Call Centers in specific.
Personally, I think there will have to be a drastic change in the way customer service is provided in the US. I just dont think people in the US are hapy with the quality of service provided. Of course, they arent very happy with the quality of service provided by American employees either ....
I visualize that, in the future, a customer while purchasing a product/service would be able to choose the level of customer service that he/she desires and pay a certain amount accordingly. For example, Dell gives one the option of choosing different levels of service - "At Home", "Mail In", "Phone Support" etc ...
Ultimately, I think companies would offer customers three options for customer service via phone - "American Call Center", "Indian Call Center" and "Robot". Customers who choose the Indian Call Center or Robot options would get a discount.
And those that feel the need to
a) Speak only with an American or
b) Want to keep jobs in the US, can put their money where their mouth is, and pay more !
I have been thinking about Call Centers on and off for the past few days. I was one of two Indians at the conference I went to earlier this week and there was an unbelievable amount of interest about India in general and Call Centers in specific.
Personally, I think there will have to be a drastic change in the way customer service is provided in the US. I just dont think people in the US are hapy with the quality of service provided. Of course, they arent very happy with the quality of service provided by American employees either ....
I visualize that, in the future, a customer while purchasing a product/service would be able to choose the level of customer service that he/she desires and pay a certain amount accordingly. For example, Dell gives one the option of choosing different levels of service - "At Home", "Mail In", "Phone Support" etc ...
Ultimately, I think companies would offer customers three options for customer service via phone - "American Call Center", "Indian Call Center" and "Robot". Customers who choose the Indian Call Center or Robot options would get a discount.
And those that feel the need to
a) Speak only with an American or
b) Want to keep jobs in the US, can put their money where their mouth is, and pay more !
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