Originally Posted by
antonius66
This was discussed on Reddit a week or two ago. Good to see the vftw blog parasite behind the times in cannibalizing information from other sources to get clicks.
What else is new?
The link in the VFTW post points to
https://www.reddit.com/r/hyatt/comme..._phone_agents/
I will say that Gary makes a good point when he says: “when companies are offshoring, they’re usually doing it to cut costs – and that extends to the training and technology extended to the offshore agents”. That is exactly my experience. The quality of service goes down not because of the nationality of the new customer service reps, but because of the lack of training and experience. I saw that up-close in the enterprise software space. Very short term thinking at work, but someone will meet their quarterly cost savings goal and move on to some other position before the fecal matter hits the fan.