Outsourced support doubled our ticket time, anyone else hit this?

We moved our helpdesk to a $1,200/mo BPO in Manila last quarter. Average resolution went from 4 hours to 9, and our retention dipped 12%. I know the cost savings look good on paper, but has anyone actually gotten remote support to match in-house speed or do we just accept the trade-off?

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simon_carr20d ago

This is the same story as those self-checkout lanes at the grocery store. They promise faster and cheaper, then you stand there waving a banana at a screen while a worker watches six lanes at once. The company saved on cashiers, you lost ten minutes of your life. Same with those chat bots that can't answer a basic question and just loop you back to the menu. The savings go on a spreadsheet somewhere and the slowing down gets pushed onto you. Not saying outsourcing can never work, but speed and care cost money and someone always pays it.

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