America has outsourced work to foreign companies for many years now. This trend has grown significantly since the 1990s. Businesses looking for ways to save overhead and production costs jumped on the foreign bandwagon in a big way. This trend has not come without problems and intense criticism. Outsourcing to other countries eliminates the lack of a deep understanding, by Americans, of the local market of the customer.
Customer Service Complaints
How many times have you called a customer service line and not been able to understand the person you are speaking with? It’s a common and frustrating problem. Many businesses have outsourced their call centers to other countries. Often times issues are not resolved because of the language barrier. Therefore a second problem and complaint was created and the original never resolved. Communication with consumers is a major problem.
Writers: Mistakes with Outsourcing
In the content based internet marketing world some companies are choosing to use writers from other countries. Pricing is considerably less but so is the quality. The cultural differences definitely affect the finished products and subpar material is created. Colloquialisms are not understood and writing becomes sometimes wordy and difficult to comprehend. Other common mistakes are improper use of pronouns and adverbs. We have heard about problems with plagiarism and refusal to edit work and take negative feedback.
Bringing Back Jobs to the U.S.
As complaints mount some large companies are feeling the pinch and bringing back their jobs to the United States. In recent years companies like Dell and Citigroup have seen the light and lessened or eliminated their outsourcing. The realization that customer service is about relationships may just be a turning point for the many U.S. citizens in need of work.
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