Saturday, February 27, 2010

A little good news in these dark days

Just found this story about firms returning call center jobs to the US due to higher costs from returned equipment and sending engineers to fix simple problems. It seems that with the high unemployment rate and relatively low cost of labor there should be an explosion of hiring in depressed places like Detroit, Flint, and Dayton. Instead companies, the ones whose CEOs claim to be visionaries, only look at the upfront costs and not on the impact of customer dissatisfaction. The initial savings from paying low wages is decreased when suddenly warrnties are being paid out because the customer service people cannot explain how to fix things, customers return items because they cannot understand what the person on the other end is saying, etc. Maybe some businesses will figure this out instead of the usual short-term thinking.

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