Emad Barsoum writes: Proudly Canadian
– [Customer service agent somewhere on the globe]: This is XYZ company (unclear) customer service, my name is …. (unclear) how can we help you?
– [customer in Canada]: Hi, whom I am speaking to again?
– It’s ……. How can I help you (sounds like a robot)
– I have such and such issues with the service and I need to resolve this matter, please.
– Wait for a second please, (after a long wait) hi, you can do so and so and …
– I’m sorry again I didn’t understand (frustrated voice)!
After long back and forth, both were lost in translation, frustrated customer, time wasted, and helpless agent can’t do better because he/she does not understand the nature and culture of the country of the caller.
Another call to another company and another agent:
– Good day this is company, my name is….. your proudly Canadian customer service agent, how can I help you today?
– Thank you, my problem is….
– No problem at well….
A few minutes later, the customer was happy, the agent got recognized, and the company won a satisfied loyal customer.
For many years now Outsourcing customer service has become a common practice for many Canadian companies. While there are some advantages to outsourcing, such as cost savings and increased flexibility, outsourcing to a company in another country can be significantly cheaper than hiring local staff. This is because the cost of labor is often much lower in other countries, especially in developing nations.
Additionally, outsourcing can save on overhead costs such as office space, equipment, and other expenses associated with running an in-house customer service operation.
However, these advantages are minimal against the immense disadvantages of outsourcing. One of the main concerns is the loss of quality control. When customer service is outsourced, the company loses direct oversight and control over the quality of service provided. This can lead to customer dissatisfaction, which can ultimately damage the Canadian companies’ reputation. as customers become frustrated with poor service and look to other companies for their needs, consequently impacting the long-term success of Canadian companies and entrepreneurs.
Another concern is the potential for cultural differences and language barriers. When customer service is outsourced to another country, there may be significant differences in language, culture, and communication styles. These differences can make it difficult for outsourced customer service agents to effectively communicate with customers and provide high-quality service.
These disadvantages can have a significant impact on the social responsibility of Canadian businesses and entrepreneurs. Outsourcing customer service can lead to the loss of jobs in Canada, as companies opt to hire overseas workers instead of employing Canadians, which ultimately could contribute to a decline in the overall economic stability of the country, as well as a loss of opportunities for Canadians to find work.
As such, Canadian companies and entrepreneurs should carefully consider the impact of outsourcing on their businesses and the overall economy and make responsible decisions that contribute to the stability and prosperity of Canada, for all of us be able to loudly say our products and services are proudly Canadian!