> A phone customer service can specialize So then outsourced CS should be better than in-house. But it doesn't seem to work like that. > almost anyone who can

> A phone customer service can specialize So then outsourced CS should be better than in-house. But it doesn't seem to work like that. > almost anyone who can talk is qualified to do phone customer service That's not consistent with my own experience; for example, many third-world telephone CS outfits employ staff with accents so thick that I can't understand them. I mean they may be able to talk in some language; but they're not that good at talking English. Outsourced CS reps are much more likely to just hang up on the caller if it looks like it might be a difficult call. Also, "qualified" is doing quite a lot of work there. Anyone that can talk (the customer's language) is qualified to pick up the phone and follow a script. But good customer service means reps that know the product, and don't need a script.