Posted 07/09/08 at 08:25:30 AM by Chris Moody

It turns out that off-shoring tech support and customer service might not be such a great deal for companies after all. A paper titled, “Does Offshoring Impact Customer Satisfaction?” posted on ssrn.com for feedback, touches on the subject. There is plenty of evidence that off-shoring saves companies money on their bottom dollar, but what hasn’t been looked at until now is how it affects customer satisfaction and loyalty. What is surprising is not that the papers over all conclusions that in customer service off-shoring is bad but that back office functions like tech support can be a good thing for customer perception. I find that hard to believe from a tech’s aspect. 

If you’re the tech Guru for your circle of friends and family you know that they all cringe at the thought of calling tech support. They will relate horror stories of speaking to someone claiming to be named “Bob”, who is reading text from a computer screen in a hard to understand, thick accent. This is why they call you with their technical woes. The paper however suggests that this alone isn’t what causes customer dissatisfaction, but rather the perceived lack of expertise.

 Make the jump to hear more about off-shoring and the invasion of the computer puppets!

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dell, hp, tech, off shoring, techies, outsourcing, customer service