MERIDEN, Connecticut – National Customer Service Week (Oct 2-9) shines a spotlight on our nation’s customer service professionals and the important role they play in the overall customer experience. Despite this nationwide observance, swarms of companies continue to send customer support services overseas to cut costs. Pyramid Time Systems, differentiates itself by maintaining a highly trained, in-house customer support team right here on American soil at its Meriden, Connecticut corporate headquarters.
According to a recent MIT Sloan Management Review, outsourcing has led to measurable decreases in customer satisfaction for a number of North American businesses. A main disadvantage is the geographical distance between the call center and the parent company. Language barriers, cultural differences and isolation from the rest of the company can play a major role in a subpar customer experience. “Keeping customer service, management, product development and operations all under one roof allows us to immediately share information,” says Virginia Hutnik, Pyramid’s Customer Service Manager. “This significantly increases our ability to identify, understand, and resolve any issues our customers may be experiencing.”
A number of other factors are also contributing to the growing population of less-than-satisfied customers, including a general lack of product knowledge and the high employee turn-over rate inherent to call centers. Many call center representatives are tasked with handling multiple companies, so knowledge base tends to be superficial. Call centers also have one of the highest annual employee turnover rates of any industry at a whopping 50%. On the contrary, in-house call center personnel have intimate, first-hand product knowledge and a much higher retention record, resulting in the delivery of consistent and competent support.
About Pyramid Time Systems
Pyramid empowers organizations with easy to use, intuitive time clocks, time clock systems, and synchronized wireless clock systems seamlessly working together towards the promotion of productivity, reliability and efficiency. For more information on our products, please contact us at 888.479.7264 or visit https://www.pyramidtimesystems.com. Stay connected with us on Facebook, LinkedIn and Twitter.
