The Problem With Customer Service Outsourcing
The Customer Service Stigma
Since their inception, telecom companies have suffered a stigma in the United States for poor customer service. This is especially true of traditional carriers. Customers experience long wait times, and when they finally get connected to a service agent, that agent might not fully understand how to fix the issues they’re encountering.
So, why do traditional telecom carriers have such poorly rated customer service? According to survey data from the American Customer Satisfaction Index (ACSI), this is primarily from outsourcing customer service jobs. Outsourcing is when a company delegates a core component of their business to an independent business. This outsourcing creates a host of issues resulting a bad customer service experience.
Outsourced Customer Service
A primary area of concern when companies outsource customer service, is company alignment. When customer service is outsourced, companies lose a large amount of organizational quality control over the customer service team. This is horrible because customer service teams are on the front lines interacting with customers at their most frustrated. When management and training of customer service employees is given to outside organizations you can’t be sure they’re qualified to get to the root of customers’ technical issues. This also creates distance between the customer service team and the technicians on the ground who are dispatched to fix issues. This distance creates disconnects within the company leaving room to make more mistakes. This causes an undue amount of frustration for customers.
This outsourcing of customer service jobs has become a hallmark of traditional telecom carriers. However, if this is causing such negative outcomes for their customers, why don’t traditional carriers fix it? Ultimately it comes down to the perceived bottom line. These traditional carriers are willing to sacrifice end user experience to cut operating costs. However, this isn’t the only way to approach customer service. There’s an alternative available to companies that can result in better outcomes for both them and their customers.
Local Customer Service is Better
With in-house customer support management has the proper organizational control to ensure company alignment. When they’re in-house, customer service employees have direct relationships with other employees like account managers and technicians. Not only does this create a better company dynamic, but it also gives better service to customers. This is because internal communication is better resulting in a better organizational understanding of the problem.
Hiring people from the local community also encourages interaction with the communities and allows a telecom company to understand their customers’ needs to better serve them. It also allows the company to connect with the communities in a way that outsourced companies can’t. Companies will also retain customers because they serve customers better, saving money.
One ring Networks’ 24/7 Local Customer Support
One Ring goes to great lengths to provide best customer experience we possibly can. We don’t sacrifice quality to save money. In the pursuit of this mission One Ring doesn’t outsource our customer service team. We hire technicians, customer service team members, account managers, and engineers. This results in happier customers, job creation in locally, and happier employees.
By keeping everything in-house One Ring can align our business to provide a better experience for both customers and our employees. This alignment results in better communication between our team members and partners giving customers the best experience possible, especially if a problem comes up.
Who We Are
One Ring Networks is an industry-leading provider of data and voice services across Arizona, California, Georgia, Maryland and Texas. We offer fixed wireless, fiber, VoIP and Managed IT solutions to businesses of all sizes. To find out more about our customizable options please contact 1-855-ONE-RING or email our team at email@example.com.