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TMCNet: Calls For New Ethics Standards In The Customer Service Industry

[February 11, 2013] Calls For New Ethics Standards In The Customer Service Industry

Chicago, IL, Feb 11, 2013 ( via COMTEX) -- MyReportPlan yesterday issued a call to action for companies in the customer service industry to work together in order to form a series of self-regulating ethics guidelines, the company said.

"For far too long, the customer service industry has worked without any self-policing at all," company spokesman Josh Fraser said. "It's been very cutthroat, and the result is that customers have suffered, and so had the reputation of the call center industry. We want to put a stop to that." Fraser said he feels that in a drive to cut costs, many companies have made a series of ethically dubious choices that have saved money at the expense of customer satisfaction.

"First it was outsourcing customer service to people in countries that don't understand the needs of North American customers," Fraser said. "Then it was automated phone trees that just frustrated them. Then it was cutting staff rates, which stuck customers on hold. Then policies that encouraged people to deal with as many customers a day as possible, even if that meant getting them off the phone before their problem was resolved. None of that should ever happen again." The company said it hopes to sit down with representatives of other customer service organizations and talk about a series of measures they can all agree on.

"We can't allow our negative reputation to continue to flourish," Fraser said. "We need to come together now and set up a series of standards we can all agree to work with." Fraser said the first proposal the company will make is a resolution that all customer service staff serving North American customers be based in North America.

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