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USAA has outsourced their customer service ?

persevering

By persevering
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The last post in this topic was posted 6624 days ago. 

 

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persevering

persevering

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?

 

"The Ultimate USAA Bank Thread, version 2.0"

 

nightowl1013 Apr/05/2008 9:40 PM

 

Reguarding the CSRs, USAA withing the past year outsourced their customer service to another company. The current company is horrible. I have more banking knowledge in my thumb they will ever have. If anyone wants more details, please PM me. If you want a resolution to a problem, please ask for a rep from San Antonio. DEMAND to speak with one. You do not want a supervisor from their outsourced call center. They have no more authority than the CSR that you just spoke with. For any major issues, a rep from San Antonio is the only group of individuals that have the power or authority to go above and beyond for the customer.


tyrohne

tyrohne

Posted
Posted

I've not experienced issues here. I've called USAA several times over the past month for a variety of things and each time I get a helpful, knowledgeable agent who takes appropriate action on my account (home financing, account maintenance, insurance changes). Perhaps they are outsourced but if they have actually done so, it is seamless to me and I get what I've always expected out of them. Perhaps if you're military affiliated vs not there is some difference as I know some have complained they don't get great service if they aren't military affiliated.

Islandgal

Islandgal

Posted
Posted

I dont know the extent of customer service outsourced, but do know that majority of USAA IT jobs were outsourced to Tata Consulting services, a Mumbai-based IT firm...Tata are also well known for business process and customer outsourcing services too..so its feasible..

TrevorHere

TrevorHere

Posted
Posted
I haven't come across any outsourced reps myself either. PenFed is much better though customer service wise.

 

I haven't contacted USAA in over a year. But yep, Penfed is tops when it comes to cs...

JennM

JennM

Posted
Posted

Maybe because I'm IN San Antonio, I always seem to get S.A. reps. Always had good experiences when we call.

 

Kind of an OT, but my dad was telling me that USAA sent flowers to my grandmothers funeral last March. She'd been a member for 50+ yrs. I seriously doubt many other companies would do that. :blush2:

TrevorHere

TrevorHere

Posted
Posted
Maybe because I'm IN San Antonio, I always seem to get S.A. reps. Always had good experiences when we call.

 

Kind of an OT, but my dad was telling me that USAA sent flowers to my grandmothers funeral last March. She'd been a member for 50+ yrs. I seriously doubt many other companies would do that. :dntknw:

 

Nice.

JennM

JennM

Posted
Posted
Maybe because I'm IN San Antonio, I always seem to get S.A. reps. Always had good experiences when we call.

 

Kind of an OT, but my dad was telling me that USAA sent flowers to my grandmothers funeral last March. She'd been a member for 50+ yrs. I seriously doubt many other companies would do that. :dntknw:

 

Nice.

 

*I* think it just shows that their CS is overall, top notch. KWIM? :)

TrevorHere

TrevorHere

Posted
Posted
Maybe because I'm IN San Antonio, I always seem to get S.A. reps. Always had good experiences when we call.

 

Kind of an OT, but my dad was telling me that USAA sent flowers to my grandmothers funeral last March. She'd been a member for 50+ yrs. I seriously doubt many other companies would do that. :dntknw:

 

Nice.

 

*I* think it just shows that their CS is overall, top notch. KWIM? :)

 

Can't argue with that. Consumer Reports rated them number 1. One may argue the validity of that source but the results are not without influence. Your experience adds to the common testimony of miltary members...

Rogue

Rogue

Posted
Posted

I am a USAA "stepchild" and have several accounts with them. Periodically I am on the phone with USAA and have always had above average CSR's based in San Antonio, NEVER an offshorian.....yet?

TrevorHere

TrevorHere

Posted
Posted
I am a USAA "stepchild" and have several accounts with them. Periodically I am on the phone with USAA and have always had above average CSR's based in San Antonio, NEVER an offshorian.....yet?

 

When I was calling, I never reached an offshorian either and I'm also a 'stepchild'

Rogue

Rogue

Posted
Posted
I am a USAA "stepchild" and have several accounts with them. Periodically I am on the phone with USAA and have always had above average CSR's based in San Antonio, NEVER an offshorian.....yet?

 

When I was calling, I never reached an offshorian either and I'm also a 'stepchild'

Hey Trevor, since we are "step-siblings" can you sponser me into NFCU? :)

TrevorHere

TrevorHere

Posted
Posted
I am a USAA "stepchild" and have several accounts with them. Periodically I am on the phone with USAA and have always had above average CSR's based in San Antonio, NEVER an offshorian.....yet?

 

When I was calling, I never reached an offshorian either and I'm also a 'stepchild'

Hey Trevor, since we are "step-siblings" can you sponser me into NFCU? :lol:

 

:lol:

 

You know I would if it was an option. :P

LBCS

LBCS

Posted
Posted

Yes, a lot of the origination system, mainframe and some other legacy projects went over to Tata. But as far as I know, the web stuff was slated to be maintained locally.

 

 

I dont know the extent of customer service outsourced, but do know that majority of USAA IT jobs were outsourced to Tata Consulting services, a Mumbai-based IT firm...Tata are also well known for business process and customer outsourcing services too..so its feasible..
frank92555

frank92555

Posted
Posted

I don't know the extent of all their operations, but I do know they have other corporate locations outside of San Antonio. There's a pretty big operation in Colorado Springs.

 

They could have outsourced their overflow calls, or done it for a system interruption issue maybe. I don't think they would have outsourced all of their customer service jobs. They could have of course outsourced everything, but I think that would be risky on their part. Customer service is one of their biggest assets.

stuben

stuben

Posted
Posted

I hope they haven't, and if they have I hope that the 3rd party is as excellent as any of the reps that I've had in the past!

 

USAA has been 100% the best company that I have ever dealed with PERIOD!!!

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