Call Center Quality

Jay Arthur
888-468-1537
303-756-9144
KnowWare International, Inc.
DBA LifeStar
2253 S. Oneida
Ste 3D
Denver, CO 80224

We work with companies
that want to fire up their profits using
Lean Six Sigma

Copyright © 2011

In the October 27, 2003 Business Week, reporter Diane Brady found that "call centers overseas often provide better customer service than their American counterparts…Everything from customer satisfaction to error rates are vastly better."

Since frontline workers can "make or break a customer relationship," many companies are finding it easier to get fast, efficient, courteous service overseas.

India seems to be one of the best places because workers are better educated (college degree vs high school) and call center work is considered a "lucrative, successful career, not a dead end." Employee turnover in U.S. call centers is six times higher than in India.

When are we going to wake up and realize that the crashing cost of telecommunications and the rise of an educated international workforce is going to threaten all jobs? I know of at least one CIO in a $10 billion dollar company who is planning to move all IT work to a software factory in India inside of three years.

Raising our standards of performance and quality aren't just a good idea, they are a new necessity in the global village.

© 2008 Jay Arthur, the KnowWare® Man, works with managers who want to plug the leaks in their cash flow.

Hire Jay Arthur to train your staff in his one-day Lean Six Sigma Workshop! Contact Jay at (888) 468-1537, support@qimacros.com.

Rights to reprint this article in company periodicals is freely given with the inclusion of the following tag line: "© 2008 Jay Arthur, the KnowWare® Man, (888) 468-1537, support@qimacros.com."

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