Bell And One Of Their Third Party Call Centres Gets Sued For Violating A Woman’s Privacy
Anyone who’s been reading this blog for a while will know that I praise Bell for the quality and speed of the products that they offer. But I have been highly critical of the fact that Bell outsources as much of their customer service as they possibly can. And this story from CBC News illustrates why that is bad. In short, A woman in Nova Scotia is suing Bell and a third party call centre that Bell used to own and now contracts their services, along with an agent who works at said call centre for violating her privacy.
Now none of this been proven in court. But I just looking at the facts at hand, this illustrates why outsourcing customer service is a #fail. When you give a third party access to data on your customers, you have basically lost some control of that data. As in the company can get hacked, or an insider can steal data for whatever purpose. And then bad things can happen. This situation would quality as one of those bad things. And that’s on top of my other reason for not being in favour of companies outsourcing. Which is that customer service tends to suffer because you don’t have the same level of control over those who are delivering customer service, nor does the outsourced company have enough of an incentive to care about delivering the best possible customer service.
Now I don’t know how this case is going to turn out as this case has yet to go to court. But I for one hope that it makes Bell rethink the fact that it outsources so much of its customer service. Because this situation should serve as a wake up call to them.
This entry was posted on July 25, 2024 at 2:18 pm and is filed under Commentary with tags Bell. You can follow any responses to this entry through the RSS 2.0 feed.
You can leave a response, or trackback from your own site.
Bell And One Of Their Third Party Call Centres Gets Sued For Violating A Woman’s Privacy
Anyone who’s been reading this blog for a while will know that I praise Bell for the quality and speed of the products that they offer. But I have been highly critical of the fact that Bell outsources as much of their customer service as they possibly can. And this story from CBC News illustrates why that is bad. In short, A woman in Nova Scotia is suing Bell and a third party call centre that Bell used to own and now contracts their services, along with an agent who works at said call centre for violating her privacy.
Now none of this been proven in court. But I just looking at the facts at hand, this illustrates why outsourcing customer service is a #fail. When you give a third party access to data on your customers, you have basically lost some control of that data. As in the company can get hacked, or an insider can steal data for whatever purpose. And then bad things can happen. This situation would quality as one of those bad things. And that’s on top of my other reason for not being in favour of companies outsourcing. Which is that customer service tends to suffer because you don’t have the same level of control over those who are delivering customer service, nor does the outsourced company have enough of an incentive to care about delivering the best possible customer service.
Now I don’t know how this case is going to turn out as this case has yet to go to court. But I for one hope that it makes Bell rethink the fact that it outsources so much of its customer service. Because this situation should serve as a wake up call to them.
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This entry was posted on July 25, 2024 at 2:18 pm and is filed under Commentary with tags Bell. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.