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I fucking hate outsourced support -- they are good for nothing but taking orders from the company or the customer. There is no real "care" about the company involved. So the Filipino I talked to really didn't give a shit I was cancelling, even though she asked. So someone who actually cares, higher up in the company, about keeping customers signed up , most likely will never realize why they are getting cancellations.
Outsourcing support is stupid -- kills your possible retention ratio.
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