VoIp in the call center: A guide to call quality and SLA metrics. (Communications Solutions[TM] Feature).: An article from: Customer Interaction Solutions

This digital document is an article from Customer Interaction Solutions, published by Technology Marketing Corporation on March 1, 2002. The length of the article is 1880 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.

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Title: VoIp in the call center: A guide to call quality and SLA metrics.

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Outsourcing at its finest. First I was connected with the Philippines for customer service, now in India for technical support. – by Kreeeshamarie (chrisiamarie perez)

Question by PJ: Why do they outsource customer service jobs to other countries like Latin America and India?
Granted it is to save costs, but rather customer services jobs where it requires you to speak fluent English to customers rather service jobs that do not require English. Especially Dell, where i have heard nothing but complaints about the customer service when you have to repeat something ten times or a whole lot of mis-communication.
Yes, I know to save money and people will work for cheaper, but how much is a customer service job here in the states? I have seen people do telemarketing for close to minimum wage. You can’t tell me that people in India are working for less than that? I have heard a lot of them are college educated. Doesn’t make sense.

Best answer:

Answer by jono1o1
people will work for less in these countries

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Question by eluft: Can anybody recommend a company to whom my start up can outsource customer service?
I am looking to outsource administration of a fairly straightforward product targeted at web developments. This will include monitoring the registration process, answering incoming questions and helping to maintain a FAQ. We are providing a web interface for the customer service agent to facilitate this process.

Best answer:

Answer by paobay
Have you calculate how much phone calls you are going to get? Does it worth to go “outsource” since it is a startup? Because don’t you want to find out about the “problems” and to improve your website’s process? If lots people called about registrating process, then you might want to check out why lots people have trouble with that?
Acutally, you can post ad locally to find someone who would like to work from home, and you can forward the customer service (800 number) to the person’s house, and you provide training and answer questions quickly. Because most out source is going to India (which I really hate, because I can’t even understand what they are saying).

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Outsourcing and Customer Satisfaction: A Study Of PC Help-Desk Services

Outsourcing of services to low-cost providers overseas has grown significantly in recent years. However, US customers have expressed dissatisfaction with some of the outsourced IT services, resulting in serious financial implications to businesses. This quantitative research study sought to find the determinants of customer satisfaction of outsourced help-desk services in the PC industry.
Based on a survey of 466 PC users in the United States, a new framework of customer satisfaction was dev

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