REL Communications
Home Page
Service Excellence
How You Do What You Do, By Bob Livingston
In The News
Contact Us


Confessions of an Outsourcer
Aug 4, 2008

These thoughts were captured by  C. Howie in an article posted on AOL. Click Here 

The article recounts the career growth of Malvyn Aranjo, as he began his career in India, in the outsourced customer service of IT support.  This high school graduate, who after answering calls from international customers for seven or eight years ,  is now an operations manager for a company that is part of a $300 billion global Business Process Outsourcing industry.  The article talks about some of the problems encountered by these call center operators by the hours they work.

Aside from the the out and out financial benefits that accrue outsourcing companies who are part of this global outsourcing economy, the decisions to off shore serving customer and clients in personal interaction  continues to mystify me.  If companies consider personal interaction with its customers to be central to a positive relationship with those they serve, why do they do what they do?  All of the research we read about customer reactions to off shoring decry this process.  Short term economic gain does not , in my opinion , trump long term loyalty.  Perhaps part of the answer may be that outsourcing the "one to one" interaction is a decision that clearly puts the customer best interest down the scale differing from the "customer first" attitude that great service companies all possess. Remember Dell?

Subscribe RSS Feed

In The News Subscribe to RSS Feed 
 > Getting Better at Getting Better  
 > The Retail Service Quality Index  
 > Southwest Airlines' "bags fly free" stra...  
 > The Customer is Always Right  
 More >>  
How you do... What you doŽ  

How you do... What you do gives us hope in what is perhaps the most comprehensive book published in awhile on the topic of transforming your culture into one that is renowned for Service Excellence. 

"How You Do What You Do", by Bob Livingston

  ©Copyright 2008. REL Communications. All Rights Reserved.  
home | service excellence | the book | consulting | in the news | lectures | testimonials | about | contact | privacy policy | careers