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+--- Thread: The hidden cost of off-shoring call centers (/showthread.php?tid=180969)
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The hidden cost of off-shoring call centers - ztirffritz - 07-09-2015
I placed orders for 4 items from Amazon that totaled about $90. They delivered one of the items, but the other 3 were reported as delivered but I never saw them. I called Amazon and they connected me to someone who couldn't speak English, presumably in another country(I'll explain this assumption later). The guy I spoke with couldn't understand what I was telling him, and I couldn't understand his responses. He did manage to understand that something I ordered wasn't delivered. It seems he picked the 4 last items I ordered and refunded my money. I actually did receive one of the last 4 items, so I tried to call Amazon again this morning to correct it. Again, I was connected to a person who could neither speak nor understand English. She refunded the correct 3 items after about 10 minutes of trying to explain the situation. This means that I've now turned a profit on this order, to the tune of about $60 and the missing items may yet be delivered.
Amazon may save $10/hour on their salaries, but if they're costing Amazon $60/10min they're not helping themselves at all.
Re: The hidden cost of off-shoring call centers - GGD - 07-09-2015
Keep calling (and profiting) until Jeff Bezos notices.
Re: The hidden cost of off-shoring call centers - thermarest - 07-09-2015
Huh. The handful of times I've ever called Amazon its been native speakers of American English.
Re: The hidden cost of off-shoring call centers - Robert M - 07-09-2015
Therma,
When was the last time you contacted Amazon via phone? For me, it's been hit or miss. Typically, my experience is similar to ztirffritz's experiences. No doubt, amazon is saving money on both the staffing and phone costs.
I'm betting they are losing a noticeable amount of business because as telephone customer service worsens, more and more people will choose to shop elsewhere. I know I've moved a significant amount of business away from Amazon.com because of it.
Robert
Re: The hidden cost of off-shoring call centers - lost in space - 07-09-2015
For sales people, hire ones that speak good English.
Customer service, returns, etc., meh.
Re: The hidden cost of off-shoring call centers - thermarest - 07-09-2015
Robert M wrote:
Therma,
When was the last time you contacted Amazon via phone?
Not sure. A year ago?
Robert M wrote: I'm betting they are losing a noticeable amount of business because as telephone customer service worsens, more and more people will choose to shop elsewhere. I know I've moved a significant amount of business away from Amazon.com because of it.
No doubt there are some number of customers that fit this profile. My mom, for example. But I roll my eyes at how often she calls them. I say "mom, they don't WANT you to call them...its a WEB business." Its so rare I need to call them I guess I don't really care if their CSRs are meh. Their systems for ordering and returns work great. Couple months ago I used online chat to get a price adjust when some promo thing didn't work. Took a few minutes, minor annoyance.
Re: The hidden cost of off-shoring call centers - cbelt3 - 07-09-2015
Offshoring has a number of hidden costs that are painfully obvious to those who have to deal with offshore resources. The MAIN cost ?
They don't work for you.
They have no incentive to help your business.
They have no ownership.
As a result, the work provided is often poor, and needs to be re-done.
Re: The hidden cost of off-shoring call centers - Will Collier - 07-09-2015
Apologies to everybody who's sick of me posting this, but it was Amazon phone support: http://wcollier.blogspot.com/2010/03/your-package-has-been-eaten-by.html
Re: The hidden cost of off-shoring call centers - cbelt3 - 07-09-2015
Obligatory Foamy the Squirrel "Tech Support"
"MY God you're all BASTARDS !"
http://illwillpress.com/tech.html
Re: The hidden cost of off-shoring call centers - john dough - 07-09-2015
I place >30 orders a month (on average; mostly for clients) on Amazon and from time to time, the orders are not right (non-delivery or product is mangled, probably by UPS). Each time I reach out to them, they make it right, even if they are "at fault". I just placed 2 orders from them and am waiting to hear back from a client that needs a printer, and I have already placed my choice for them in my cart.
I did an audit of Amazon purchases for clients in 2013 and it was well over $25K and am on track to do more this year. I am sure this is not uncommon for businesses to spend like amounts (or MUCH more) so the occasional refund or promotion from Amazon does not make much of a dent to their bottom line. A happy customer is a spending customer.