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by 9nGQluzmnq3M
2304 days ago
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One big reason why outsourcing support is such a bad idea is that the incentives of the outsourcing company are diametrically opposite from yours. They want billable hours, and will do the least work possible to hit your KPIs so they can keep the contract. For example, if 58% of your customers are calling in to have their itineraries resent, that's awesome for the company because that's a lotta volume (and volume is money!) and it's really easy to hit KPIs for call length, satisfaction etc. They are thus doubly negatively incentivized not to do any upstream resolution: not only would they get paid less, but all their KPIs would plummet, because the remaining calls are now on average harder to resolve, take longer, and have more grumpy customers leaving bad CSAT scores! |
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I have a particularly complex set of service combinations with T-Mobile. Any changes to my account configuration or devices can result in downstream breakages, especially when one promo crowds out another.
I used towork in support, and I was the first person in the company to carry the title Advanced Support Engineer. I know the initiative and the depth of knowledge it takes to be a truly effective support engineer. I have been consistently impressed by the personnel in T-Mobile's Eugene, Oregon support operation, which I tend to encounter when calling during conventional business hours in my time zone.
in contrast, the overseas support operation that I land on if calling off hours has been worse than useless, so much so that I generally give up and live with whatever breakage has occurred until business hours if it all possible. They are just that bad. They may execute the most basic, redundant, rote solutions, generally, but they demonstrate no discomfort in flat lying about both solutions and what steps they've taken... especially account credits. One of these screwups was so severe that it took a dedicated rep in Oregon hours of research and numerous tasks spanning a week to repair (plus follow-up three weeks later to make sure the fixes "took").
It's absolutely night and day -- awesome or excruciating.