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Hello! my name is ‘Peggy’: Made in America Call Centers

Posted on: February 24, 2012

Given that my colleague and I answer queries every day — sometimes we’re chatting with customers as far away as Australia — from our Vermont headquarters, I found last evening’s ABC News broadcast about the return of Call Center Jobs to the US exceptionally interesting:

The thrust of the story is that simple queries and routine customer service (pin number changes or account balance inquiries) are now routinely taken care of via website information and links, which leaves more complex questions for live operators to answer.

The argument is that overseas operators who have learned English for their jobs (and been “given” American-sounding names, like Peggy in those Discover Card commercials!) take more time, and perhaps need more calls, to rectify a situation than a native-English speaker from the same geographic/cultural sphere. “Time is money,” and that means a reverse in the flow of jobs may be upon the country.

Novel idea, huh?

If I may be allowed a bit of self-directed praise, The CellularWindowShades. com customer service team help via email, mail, fax, and phone – we’re knowledgable about our products, and happy to help with more complex problems of in-home design via photos and descriptions. No Peggys here!


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