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A Case for ceasing the use of VOIP, Voice Over Internet Protocol

History of the Problem

Phone service was created in the early part of the 20 th century in the US. Quickly,

people learned they could call neighbors, businesses, and if they were budgeted carefully,

[at over $4 a minute] they could call relatives in different states via long distance.

In 1995, after the world had become used to the amazing internet, researchers learned

they could “piggy back” long distance calls on top of their regular internet service lines.

What makes this both amazing and logical is that most users of the net do not realize that

when they are researching things outside of their city, they are in fact, making legal

long distance calls but without the liability of being charged for one-since a

fantastic component [a server] connects computers around the world. [A server

is a specialized computer with software that connects computers. It can be modified

by using different software to act like a regular PC-as this paper's author has done

with one of his computers.]

Problem

A major weakness of VOIP is that it is using one phone line for two purposes; interconnecting to different computers via their software and using phone software. When one uses a device designed for a different purpose, one gets a hodge-podge result; like using rubber bands to connect things where scotch tape should be used, or tape when screws should be, etc.

When calling customer service now, this author almost never gets a clear reception. He has

been conditioned to ask “are you in India or the Philippines? And nine times out of ten,

the person admits that they are. When this occurs, the sound going back and forth echos and bounces and makes “normal” communication almost impossible.

The physical laws of science and physics intrude; the more “stuff” that lies between the sender and receiver, the poorer the reception on a phone call.

Effective, clear communication is the fabric of excellent customer service and VOIP, unfortunately, becomes a major weakness leading to poor customer service.

It is true, however, that if one uses specific phone services, filters and software, VOIP can sound almost identical to regular phone service. And it is true that anyone can convert their computers to become VOIP receivers too. The results can not be good, clear communications UNLESS

the special, specific matrix of service, filters and software in installed and in almost all

cases, it is not.

Significance of the Problem

It is a fact that when a customer [a business or a home owner] finds conducting business over the phone difficult, the customer quickly seeks an alternative produce/service provider.

Prior to 1995, merchants had clear phone communication but had often surly staffers. Often bosses treated the lowest pay scale staff poorly and that attitude on the part of management

leaked over to the way the employee treated others.

The way weak managers tried to solve this problem was by “sending the problem overseas.”

It is a fact that customer service staffing costs money since all business processes cost money.

When the “bean counters” get so involved that they inform their bosses that customer service costs are increasing “x” percent, the boss too often feels the best remedy is to send the

problem to the least expensive customer service staff-and that means off-shore and that

means using VOIP.

When one checks out customer service complaints on the internet, one of the most frequent

is hearing complains about India, the Philippines and elsewhere, answering the phone.

There is no reasonable way that, try as they might, a foreigner has any clue as to what we, in the US, are asking for. While the teachers of English and “American ways” do their best, it is illogical to expect that the customer service offered in Asia can equal what Americans have received [when good] over a period of 200 years within American business and thus, have come to expect.

American corporations are losing business to other nations for many reasons with the first one being business myopia; the inability to see what the American customer wants and to promptly provide it. Instead, the American business CEO too often is only interested in earning the highest bonuses he can during the short run even though smart business profit growth is strictly a long run proposition!

Until American companies bring back to America, its “shipped overseas” jobs originally done JUST to cut costs, American customers will slow down–if not stop entirely–being happy with American businesses.

This author found that the internet service provider, Earthling, no longer permits customers to contact anyone at corporate headquarters. Also, all their CS staff is off-shore and in 12 calls this author has made, not one of the CS agents understood one request-or-when they did, they said, “we are not authorized to answer or help in that field, you must send in an email-even though their web site stated the opposite; “that can not be answered by email, you must contact

a phone customer service agent. They lost ½ of my business and later this year, will lose the other ½.

Methodology

The author, a business consultant and college business teacher, has done primary research, and reviewed secondary literature regarding customer service and has taught customer service skills in college.

Suggested Solutions

This is a no brainer. American companies tried and tested the hypothesis “cut costs any way you can, and forget about any long range con sequences.”

American businesses are losing market share because of this myopic behavior.

Interestingly, the “young pups” of American industry and graduates of America colleges, are realizing that they could perhaps either buy a dinosaur firm and bring it back to life or….for negligible costs in many circumstances, start up a new firm that uses American products, American service and American positive PR.