When it is well thought out and executed properly, outsourcing your customer service can be a dream come true for you and your customers. On the other hand, it can also be an absolute nightmare that can wreak havoc on your reputation for years to come. If you look back to early 2001, several of the major computer manufacturing organizations shifted their customer service to call centers overseas. The idea was simple: customer support centers on foreign shores are cheaper. Within a few years, Dell, Gateway, and HP moved their operations back in house due to an overwhelming amount of customer complaints.
Let’s look at what happened and how can you avoid these mistakes with your business.