this post was submitted on 13 Sep 2025
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We've practically accepted that most major Canadian corporations' customer service is done in Asia and we've swallowed the drastic reduction quality that came with it. I was shocked when I started dealing with Meridian Credit Union's customer service which is based in southern Ontario. I spent so much less time waiting, repeating, retrying.. the contrast was just stark. This is not to say that CSR in Asia can't deliver equivalent quality, but our corpos didn't outsource just to pay high wages in Asia.
As youve stated, companies don't relocate to Asia to deliver equivalent quality, they do it to cut costs. And unfortunately if you pay less you will get a lower quality product.
A lot of simpler customers take their anger out on the CSR. I think companies even consider that to be a bit of a feature. They'd prefer you be angry at Filipino or Indian people and assume they're incompetent rather than blame the company itself. This was actually pretty common in the early 2000s. Thankfully more people have a better sense of awareness now and realize this is a more direct fuck you from the company to the customer and the CSR agent is just stuck in between.
Geez, I hadn't thought of that angle. Yeah this makes a lot of sense and I can definitely see the effect in my social circle.
CSR in Asia is probably more likely to deliver equivalent quality if the people they provided service to were more local to them. Wouldn't be surprised if quality of service increases the more local the workers are.