The Tao of Jace

We have a help desk here at my company. It’s a help desk that all users of the entire global operation can call for things like password resets, email server issues, connectivity issues, etc. For years this help desk was located at a typical midwestern town in Ohio. Recently, our service provider has begun outsourcing the first option (password resets, outages and printer problems) to some unknown company in India (probably Sitel, but I’m not too sure about that). The associates in India are, shall we say, incompetent, at best. What once took a five minute phone call now takes 75 minutes on the phone with a hardly understandable individual and a day to replicate through the clouds of networks.

The vendor contracted to service our company’s computer needs, however, is not the only company to do this. We have begun outsourcing some pieces of our processes. I think this is one of the poorest ideas a company can implement. Customer service is immediately presented as a second thought when you are forced to speak to someone in a different country. It personifies a company’s greed. The customer should always take priority over saving a few dollars an hour. A company will protect a more loyal customer base, ensure a higher level of service quality and foster growth of new customers simply by refraining from outsourcing.