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http://www.thecasecentre.org/educators/products/view?id=69814
The case provides insights into eBay's unique on-line business model, explores the critical role of customer service in rapidly growing on-line enterprises, and stimulates in-depth discussion of the issues managers working in customer service face when making outsourcing decisions. The case is set in late 2004 when the operations director is ...
https://www.ebay.com/help/home
Return an item for a refund Popular article Get help with an item that hasn't arrived Popular article Tracking your item Popular article Shipping your items Popular article Creating a listing Popular article Manage returns, missing items, and refunds for sellers Popular article
https://prezi.com/xs6c3uuf1207/ebay-customer-support-outsourcing/
- Reduce response time - Increase accuracy of information - Double email productivity(5 to 10 +per hour) In June, 2002 Cut the pilot short & sent the First emails to India Service Quality & Productivity Metrics of the outsourcing providers rivaled and surpassed eBay’s own
https://www.coursehero.com/file/14963461/Case-7-eBay-Customer-Support-Outsourcing/
Unformatted text preview: Case 7: eBay Customer Support Outsourcing 6 (A PART CASES Case 5—1:eBay CushnnerSupport Outsourcing* ”If we are to continue outsourcing, and even consider expanding it, why should we keep paying someone else to do what we can do for ourselves?” Kathy Dalton leaned forward in her chair. She read the message on her computer screen and let the Words …
https://prezi.com/vjz8uggownw7/ebay-customer-support-outsourcing/
Strategic Option 2 Threat of Substitute 'The World's Online Marketplace' Anyone wanting to buy/sell item(s) Anyone with credit card & computer access As popularity increased, became social norm for online shopping Corporate Policy Commitment to customer relationships slow
https://community.ebay.com/t5/Archive-Selling/Why-Does-Ebay-Outsource-Customer-Service-Instead-of-Hiring/td-p/20255320
Since eBay is an American based company with headquarters in San Jose and in Utah, why don't they hire Americans for their so-called Customer Service representatives instead of outsourcing much of it to the Phillipines and other third-world countries?
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