Where Are You?

A story in Headliners outlined Minnesota’s interest in legislating choice for customers calling an offshore call center. The legislation would force the call center to transfer the call to a call center located in the U.S. for service if requested by the customer. As with any type of legislative effort like this, there are numerous dimensions to it. We will comment on only one of the dimensions - poor customer experience.

Poor call center customer experience is one of the root causes behind efforts to legislation a different outcome. Legislators complain about receiving complaints about the poor experience customer’s are receiving. This highlights a common theme on CallCenterOps.com that focuses on the need for call centers to determine the experience of the customer from the perspective of the customer and then making concrete changes to improve the experience. Over the years, there have been many bills tabled similar to what Minnesota has done. It is clear that one of the reasons this occurs is that call centers author their own misfortune by not assessing the customer’s experience and taking corrective action to improve the experience.

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