Everyone who works for HotelGuides.com lives and works in the United States. This includes our telephone agents.
For several years we used a telephone answering service in India. Their agents were intelligent and worked hard. But they did not know much about the United States and Canada, and it was difficult for many of our customers to communicate with them.
In early 2011 we hired our own telephone agents in Charleston, South Carolina, where we are based. So now all our employees and even our contract agents live and work in the US.
This change has helped our customers and our company in several ways:
We are providing our customers better service.
We are receiving far fewer complaints.
Our telephone agents are listening to our customers, then telling our designers and researchers how we can improve our website.
In short, bringing these jobs back to the US has been good for our customers and our business. Yes, our costs are higher. But the benefits are much greater.