The register reports today that Fasthosts are offshoring their UK customer service team to Romania and the Phillipines, citing improved service standards as a result.
It’s quite amazing that a company can claim service standard improvement as a virtue of having staff thousands of miles away from a) their customer base, and b) their physical server operations.
We’ve always been keen on getting the people who answer your tech support calls as close to your server(s) as possible.
Our UltraSupport™ charter details this, but essentially, we’ve abolished first line support, so that when you phone us (and incidentally, don’t have to queue to speak to someone), the person taking your call has the training and authority to handle approximately 90% of the calls we get.
We find that this results in superior customer service, and as such, the concept of offshoring this critical part of our service, to be completely unthinkable.
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