Consumer complaints and high unemployment may help reverse the trend of outsourcing customer service jobs to developing countries.
“In the last 10 years, over one million jobs have been sent to India or the Philippines in the customer service call center space alone,” said Angela Selden, CEO of Arise Virtual Solutions. “What companies discovered was that, while that was great from a cost perspective, what they were losing was the connection with the customer.”
Within the year, Selden’s company expects to double the 18,000 customer service agents it provides for its corporate customers in the United States. Arise clients include companies involved in telecommunications, computers, financial services and travel.
The process of bringing customer service jobs back to the U.S. is often called “reverse outsourcing” or “homesourcing.” Arise’s CEO said customer service agents familiar with the local culture, customs and dialect tend to be more accurate than someone speaking broken English on the other side of the world.