Starbucks will soon be closing its 130-seater call center operations in Seattle, Washington in the United States. It was reported that the coffee giant’s call center processes will be transfered Sitel at its Albuquerque, New Mexico branch.
This move is said to be the result of Starbucks’ dedication to providing better quality customer service to its patrons. A Starbucks spokesperson said that by giving Sitel, a global outsourcing company, the job of handling the coffee company’s call center operations, customers will experience better call support with better technology to back it up.
In short, Starbucks sees this latest happening from their company not as a loss, but more of an advancement to their efforts to improve their customer support.
Of course there will always be critics who point out that this could be one of those increasing signs that Starbucks is not as healthy as it used to be.
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We have all encountered out sourcing and we have all run into an out sourced call center. Sometimes the out sourced call center is fine and sometimes not. I recently was routed to a call center in India when I was calling Metro PCS. I had some difficulty understanding the operator and left frustrated. I was later routed to the same call center and talked with another operator who spoke perfect english. I understand the temptation to out source but, I also think that this is a critical company function and must be done right.