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Clip - UK customer service
UK companies are bringing their call centers back, after moving them overseas. From Just returning your call... to the UK:
"Many companies just didn't think the move through," she says. "It was all driven by cost, not the customer. But what's the point of saving money when a poor phone call is the first-hand experience of the quality of service. If it is a bad experience, people are not going to buy."
(Thanks, Jen)
I've worked across many companies in my career as a management consultant. I see the same consistent issue, and that is that business objectives are defined by my metrics, but very rarely a metric to measure a customers experience. Companies focus on costs, especially during a down economony, with no way of really understanding the impact on the customer. Call centers are too often measured by average call time or cost per call. These metrics fundamentally conflict with the customers experience.