Before I start this post dear reader, I declare I only speak one language – Australian. I respect anyone who can speak multiple languages. But because someone can speak a language doesn’t mean they can communicate in the language they speak.
I assume my international colleagues experience similar frustrations as we Aussies do, when you call a local company’s “customer service centre” that is located in a country where English isn’t the first language. This outsourcing of alleged service has been one of the great cons of modern capitalism.
Firstly, the service is worse, it’s never better. Secondly, the income earned by the call-centre staff doesn’t benefit our local economy. Thirdly, the poor service really pisses-off customers, the people who pay the salaries of the call-centre staff.
One of the worst experiences is when the call-centre representative gets into a circular loop reading from a script, usually because they don’t understand the language or its nuances, and are unable to solve the problem at hand. The conversation ends up as “I understand your situation…” Of course they have no idea or understanding of the situation. But some call-centre psychiatrist, or human capital expert, has convinced management that this phrase helps diffuse the customer’s frustration, when in reality it makes matters worse.
So, given the COVID-Crisis and the massive unemployment it is creating, isn’t it time we returned call-centres to Australia?
Qantas is an example. Today it announced it is sacking around 6,000 staff in order to survive. Why not relocate the Qantas call-centres to Australia and employ some of those staff, where the income will benefit the local economy? It will also improve the customer service.
Telstra is another one. I’ve yet to speak with a customer service person without “I beg you pardon” being the most common phrase I use. Even worse is the Voice Recognition software that doesn’t work. Here’s a typical day in the life of a customer. You call the Telstra hotline. A computer answers and asks you to state why you’re calling. After stating your reason to the computer, it replies with something such as “I’m sorry, I didn’t understand you, please repeat the reason for your call.”
This goes on until the computer forwards you to a human in another country. You go on hold until an English-as-a-second-language representative starts talking to you, usually to advise you’ve been put through to the wrong department, so “please hold while I transfer you“. Then the line goes dead, or if you’re lucky you get through to a queue to wait to speak to another representative, blah, blah.
It may be naive, but I believe we should use this opportunity to create jobs in our local economy – we have the talent pool. It’s the largest since the Great Depression. Let’s bring our call-centres home!
Gotta go, I’m having internet problems and have to call Telstra – aaaggghhhh!!!