Apparently, outsourced employee providers are starting to offer quality review from overseas. Now this just seems to be incredibly stupid to me. These people have a hard enough time taking regular customer service calls, but how are they supposed to understand the byplay between a customer service representative and a customer and give an effective review and grade of that interaction?
A customer service call is supposed to contain certain elements. I don’t care who you work for, your quality department drone showed up at some time during your training and told you what was required to get an acceptable grade when your calls are evaluated. (That percentage varies by employer). You have to find out who you are talking with, verify their personal information and right to access the account in many cases, establish a rapport, discover what they need, find a solution, upsell where necessary and leave them happy and satisfied both with the company and the level of service the customer service representative (CSR) provided in that call.
Now, imagine someone in another country, for whom English is not a first language (and just making sure that the csr can also speak English doesn’t count, boys and girls. People tend to think in their native language, even while speaking in another), trying to understand a conversation, understand American idioms (common American phrases that might mean one thing in America and another in the country of the person grading that phone call), etc. Will they understand what is being said?
And in the regularly English-speaking world, there are also idioms that have wildly different definitions. For example, while “knock you up” means one thing in England, in America, “knock you up” means something else entirely. In England, the meaning is innocent. In the United States, that meaning can be insulting.
American companies need to be employing American workers, not cheap workers in other countries. Americans need to support those companies who hire American workers.
It only makes sense.