Most of our customer service for YP has been outsourced and to say it’s terrible is an understatement. How are we supposed to provide great customer satisfaction when you have to deal with people who barely speak English and probably lack the training required to deal with our customers?
Our customers want to feel understood while trying to communicate what their issues are but instead they are getting frustrated. If we want our company to succeed while moving into the digital area, we have to maintain the customers we have. Outsourcing customer services will make sure we don't.