Our company ranks at the bottom of the list for Customer Satisfaction by ACSI. ACSI stands for the American Customer Satisfaction Index. We need to provide better customer service to our customers and repair our reputation. Problem Statement Two possible solutions would be to eliminate outsourcing completely and creating a Loss Prevention team. Outsourcing to other countries hurt the quality of service that we provide. Many of our customers become frustrated over the language barrier. The lack of understanding of the issues or problem that the customer has which generates another call back. Each time a customer calls back it cost the company money and it cost a customer time. As a company we have a responsibility to handle a call in a certain amount of time or be fined. Each time a customer is frustrated or do not want to speak to someone they do not understand they hang up and call back. Outsourcing cost more money in fixing problems. Outsourcing effects our economy as a whole. As a company we need to hire full and part-time employees. This is a way
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