Look up customer service on a search engine and then switch
to the pictures page. What you’ll see is predominantly photos of smiling faces
sitting at a call centre desk. The irony is that this is where the poorest
customer service is usually evident. If you were asked what good customer
service entails, wouldn’t you agree that it is predominantly about speed, reliability, relationship and trust?
Seeing as the call centre is so closely associated with customer service, why
is this function so consistently outsourced, and how does this relate to these
factors?
