Category Archives: Outsourcing

Air Canada and poor baggage handling

Air Canada is not known for their superior customer service, but after this story was published, I have begun questioning whether they understand customer service at all!   At the core of customer service is setting expectations and communicating to the … Continue reading

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Intro to Outsourcing – Who you are speaking to and why – Pt 3

This is the third of a 3 part introduction to outsourcing. Some contracts between businesses and outsourcers are based on pay per call/email, others are based on time spent.  Why is this important?  Well, this means that some call centres … Continue reading

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Outsourcing: Bonus Entry – Email addresses comprimised

Over the weekend there was a major security breach of Epsilon for customers of Best Buy, TiVo, Disney, US College Board, HSN, US Bank and the list continues to grow as more information is uncovered.  While the information obtained is only names … Continue reading

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Intro to Outsourcing – Who you are speaking to and why – Pt 2

This is the second of a 3 part introduction to outsourcing. Offshore call centres have their place in business. As I mentioned in my last post, outsourcing can be a great way to lower wait times, increase efficiencies and defer … Continue reading

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Intro to Outsourcing – Who you are speaking to and why – Pt 1

This is the first of a 3 part introduction to outsourcing. Outsourced call centres exist to make it as easy as possible for a company to provide customer support for the lowest cost.  These call centres can be local/onshore or offshore … Continue reading

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