It certainly is NOT working for other majors and companies like Dell...Virtually all of my experiences with outsourced customer service or tech support have been disastrous--to the point where I won't do business with them.
Dell had such a customer backlash against outsourcing its tech support to India that they are slowly bringing it back. My experience arguing over a replacement part (I had an overnight replacement contract, they kept saying 5 days, after ticking me off for an hour the part showed up next day anyway) was terrible.
Delta Air Lines is bringing much of its outsourced res work back.
My recent experience with Palm One over Treo problems has me on the verge of throwing the unit out and starting over.
Outsourcing APPEARS attractive, but when you consider the training, retraining, turnover, customer dissatisfaction, and loss of customers, it costs much more in the long run.
Why then are states making legislation prohibiting them from doing business with companies who outsource offshore???
This topic came up at a recent FFOCUS board meeting---Schatzee is right on the money regarding Preferred flyers, ESPECIALLY Chairmans. We will not tolerate the devaluation of one of the most important privileges we have--the Chairmans Desk. We are unanimous in the sentiment that the first time we hear Chairmans calls answered by Atento, there will be a mass exodus...is anyone listening??? It's about the SERVICE folks--something that outsourcing will totally destroy. It's bad enough I have to explain what "protecting" means to a gate agent in Terminal F--if I have to translate as well there's no point.....
What about the US in US Airways don't they get???????
My best to you all...
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