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A huge percentage of companies have their help desks and customer support outsourced to TCS or Cognizant or Accenture, etc. Everything they do is driven by met
by thrower123 6y ago
A huge percentage of companies have their help desks and customer support outsourced to TCS or Cognizant or Accenture, etc.
Everything they do is driven by metrics, and their contracts are written around KPIs like maintaining a ludicrously short average time to answer, short handle times, and open/closed ticket ratios. If they do not hit these metrics, then the outsourcing company owes service credits. The incentives do not align with making customers happy and solving their problems. Everything is geared towards deflecting users with self-help options, simple scripts for the agents, and walking the line of hitting those metrics with the fewest number of warm bodies.
It's a pretty hellish business.
- myself248 6y agoThis blows my mind, because why would a customer come back when they're treated like that? Oh right, because they don't have anywhere else to go. For the last several years, I've gotten my mobile service through an MVNO named Ting. On the rare occasion that I've needed to call support, there's no IVR, just a human who typically answers on the second ring. They speak native English, and have never failed to solve my problem either immediately or with one prompt escalation. They're so jarringly competent I wonder how they still exist, if being obnoxiously incompetent is apparently a business requirement.