I have to wonder if they're identifying the right core competencies here.
A general-purpose call centre operator who supports 20 different firms knows how to set up phone systems and churn bodies, but they will, by nature, be unable to optimize around your specific customer needs and internal platforms. The customer-service experience will inherently be worse-- worse answers, more escalations required to get to an outcome, and potentially some resolutions simply not available to a siloed third party.
On the other hand, I suspect that's part of the way they've priced customer service. Getting customers ravingly satisfied with their experience isn't the goal, it's "just enough so they don't litigate or start leaving negative external press." The fact you moved down from "first-choice default go-to store" to "I'll also check Newegg and Amazon before my next purchase" doesn't really show up in this quarter's financials.
A general-purpose call centre operator who supports 20 different firms knows how to set up phone systems and churn bodies, but they will, by nature, be unable to optimize around your specific customer needs and internal platforms. The customer-service experience will inherently be worse-- worse answers, more escalations required to get to an outcome, and potentially some resolutions simply not available to a siloed third party.
On the other hand, I suspect that's part of the way they've priced customer service. Getting customers ravingly satisfied with their experience isn't the goal, it's "just enough so they don't litigate or start leaving negative external press." The fact you moved down from "first-choice default go-to store" to "I'll also check Newegg and Amazon before my next purchase" doesn't really show up in this quarter's financials.