The American consumer wants dirt low prices.  However, they also want domestic, helpful customer service.  I hate to say it, but it’s not feasible with a U.S. Median wage nearing $14.00/hr.    The average call from a consumer to U.S. based customer service rep costs about $7.50.  Call centers in India average $2.30 a call.   As a result, the next time you decide to racially punish the foreign accented person on the other side of the line, channel your anger towards yourself for being cheap.

The other option for customer service is Julie, the infamous celebrity voice from Boston.  Julie Stinneford is the voice of Amtrak and handled over 18.1 million calls last year.  About a third of those required no human interaction.  She saved Amtrak over 100 million dollars last year.  She has actually become famous with stints on “Saturday Night Live” and more.

Tags: amtrak, customer, india, julie, service, stinneford, US