Tag Archive | "Outsourcing"

In my last post, I outlined one of the reasons why Monster made the decision to move from outsourcing to in-sourcing our customer service function. (Hint: For global service companies, there’s no room for creativity when outsourcing across a language barrier and our customers need creative muscle.)

Here’s another big reason why we made the leap: Education and training matter when it comes to delivering high quality customer service. It’s an investment that can reap big time reward because it allows you to fill your organization with people who are just as committed as you are. How much retention and loyalty do you think you’ll find in an outsourced model?

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There was an important 3-week period back in 2007 when I did something rather unusual prior to my official appointment as Monster’s Executive Vice President of Global Customer Service: I actually became a Monster customer. For 21 days, I experienced first-hand each and every aspect of the job seeker’s process for finding and landing a job using our services. I called Monster’s customer service… a lot. Sadly, it was a disappointing and frustrating experience and I knew that if I was feeling it than many of our customers were feeling it too.

It was at that moment that I set to work on an audacious 6-month goal to not only return Monster’s customer service function back in-house, but to also make a commitment on a global basis to do business with our customers in their native language.

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