Reader VermillionSparrow reads Consumerist comments and stories, and has a relatively minor beef with us. Yes, you readers, too. She has worked in call centers, and takes a little bit of offense when she reads references to “overseas” or “outsourced” call center representatives. Especially derogatory references. Some of those workers with accents were sitting just a few desks away from her at work: not on the other side of the planet. She warns us not to assume.
With 96 percent of the top 500 American corporations turning profits this year and stock prices soaring to the highest levels since the recession began, you’d think you’d start to see a dent in that near double-digit unemployment rate. But that’s not so, partially because companies are boosting their bottom lines by moving toward outsourcing.
Last week, we posted that a popular web hosting company—GoDaddy, although we didn’t name it at the time—provided a strange customer service experience to a commenter. Cyberguy was contacted via phone by someone from their “Office of the President” after emailing them, but then Cyberguy couldn’t get their rep to state clearly which company he was representing. Cyberguy was rightly suspicious. Was GoDaddy outsourcing its own executive customer service?
Cyberguy had a weird experience with a web hosting company earlier this week. He tried to contact their office of the president, but the person from the “office” who called him back turned out to be an outsourced CSR with no power to do anything other than apologize. Update: The web host company was GoDaddy, and they’ve responded. (The short answer is no they don’t outsource it.)
It’s no secret to Consumerist readers that Comcast’s outsourced techs are often late, rude and incompetent, and that calling customer service is more akin to improving dialogue in a Beckett play, but as this exclusively obtained powerpoint made by a Comcast employee shows, it’s no secret to the cable company either. (I know the damn thing wasn’t officially created by Comcast corp. C’mon, give us more credit than that. It’s pretty obvious that it’s too funny to be official. I just meant to describe how it was created by a Comcast employee and passed around to other Comcast employees and came from inside Comcast. I realize now that “internal” makes it sound official, and that wasn’t my intention. I apologize for the confusion.) Watch and/or download the powerpoint, inside…