A1ARealtorRick wrote:
way2roll wrote:
Reading through this thread and trying to figure out the actual issue. Banks have policies on hold times for title release. Not sure why a few days is a big deal, It's actually for everyone's protection. Banks offshore to Malaysia, the Philippines, India, Costa Rica etc, not only because it's cost effective (Us employees demand much higher wages) , but it also allows for broader support times during off hours as they are in different time zones.
"Banks offshore to Malaysia, the Philippines, India, Costa Rica etc, not only because it's cost effective (Us employees demand much higher wages) , but it also allows for broader support times during off hours as they are in different time zones."
.....that may be the case, but if I can't understand who I'm speaking with and he or she can't understand me, it's kind of a moot point, don't you think?
Inability to overcome a language barrier is bad, no doubt, and a total miss on the part of the company. Usually that's not the case though. Banks (well, any large company) knows the customer experience could be lessened with offshore resources. But careful consideration is made between what's cost effective and losses due to customer attrition based on poor customer experience. They still retain enough customers and broad margins using offshore resources to make it cost effective/profitable. In short - using all US customer service staff is expensive and customer retention isn't really higher as a result. I've had horrible customer service more than once from reps working here in the US from various companies. I've also had stellar customer service from offshore resources.
