Magellan customer support is moving to India

FYI to you!

I'd love to see some metrics on how moves like these affect customer satisfaction.

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Alex replied on January 16, 2008 05:28

mmm... As far as I knew they originally had the tech support in the US and then moved it to India and now they are trying to move it back to the US.

but now they are moving it again to India???
don't know what to say...lol

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Alex replied on January 16, 2008 11:15

By the way the post says:
"Tech support will move out of India, into another country that has a better grasp of American culture and language. Rumor has it landing in the Philippines."

so, yes they are moving out of India...

As for the Philippines, I don't know if it would be any better out there. I would outsource it to Quebec or Nova Scotia (Canada) where all the big 3rd party support companies are. I mean it does make more sense if a "better grasp of American culture and language" wants to be achieved.

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John O'Day replied on January 17, 2008 22:36

Yeah, I would imagine having a support team that matches a profile similar to their customers would be best. Hiring people who can't even afford these products, let alone use them in their country, giving advice in a language that is not their first, is probably cheaper, but not in the long-view of customer retention and satisfaction.

Why did I write "to India"? I do remember reading this article, lol.

I’m in love with Satisfaction.

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