How can I help you?
The news that Netflix has opened a large call center in Hillsboro made quite a splash in the local news last week, after the Times reported on it. They chose the Portland area because we're so darned polite up here. Seriously! Way cool.
A little lost in the hubbub locally was another aspect of the story: Netflix has moved telephone support up to being its members' first option, encouraging it rather than shuttling folks off to e-mail for customer service. Indeed, the company has reportedly pulled the plug on e-mail customer service queries altogether. Now there's a radical shift backward, at least in chronological terms. Especially with American workers, that's an expensive call.
But hey -- I applaud it! Maybe I ought to start watching movies again...
| Posted at 9:21 AM | Permalink |
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Comments (11)
Just what this area needs. Another call center. You can't buy a SoWa condo making $9/hour.
Posted by Chris Snethen | August 20, 2007 10:39 AM
Not only that but Netflix just reduced their monthly fee by $1. More service for less money. I'm not too sure about their economic model but it's nice for now.
Posted by Oscar | August 20, 2007 11:04 AM
Yeah, but its still a better deal or Netflix' customers and employees than a call center in India.
Had another horror show experience Friday with a call center in India -- literally could not understand the call taker who, I know, touht he was speaking American.
Way to go OnPoint Community Credit Union.
Posted by Nonny Mouse | August 20, 2007 11:06 AM
An article in the Sunday O' noted that as on demand pay per view is rising Netflix's sales are dropping. On thing they have done is increasing shipping centeres to try and get the movies out faster. I wonder if they are increasing their call centers in the same vein.
Meanwhile Comcast and the Hollywood studios are experimenting with releasing movies for pay per view at the same time as they show up in the stores. The purpose is to see how much pay per view canibalizes sales and rentals. We may be seeing the beginning of the end for Netflix.
Greg C
Posted by Greg C | August 20, 2007 11:55 AM
Way to go OnPoint Community Credit Union.
A blog favorite. Unfortunately I've yet to find a better institution locally. And that's saying something.
Posted by Chris Snethen | August 20, 2007 11:56 AM
I'm not too sure about their economic model but it's nice for now.
I think their economic model is to not get buried by Blockbuster "Total Access". It's not about profit, it's about market share.
Posted by Himself | August 20, 2007 1:57 PM
"Meanwhile Comcast and the Hollywood studios are experimenting with releasing movies for pay per view at the same time as they show up in the stores. The purpose is to see how much pay per view canibalizes sales and rentals. We may be seeing the beginning of the end for Netflix."
I disagree that Pay Per View competes with Netflix. They are very different: With Netflix you're not limited to the latest releases, you've got thousands of titles from over the past 100 years to choose from. Also, with Netflix you get as many movies as you can receive and return for a flat monthly price. I would not trade it for pay per view.
Posted by Sam | August 20, 2007 3:33 PM
"I disagree that Pay Per View competes with Netflix."
I don't disagree except traditionally a large part of the profit a rental store gets is from renting the latest Holywood "blockbusters". If Pay-per-View can steal a large part of that business the rental outfits are in trouble. Now maybe Netflix as a business model is sufficiently different that it can survive that. Time will tell.
Greg C
Posted by Greg C | August 20, 2007 7:24 PM
I quit using Pay Per View because the movies cost more than renting a dvd from Blockbuster or Hollywood Video. (Albeit not by much.) But I also get to see the extra features if I rent the dvd.
Now, one nice feature of On Demand, is you get dozens of older free movies. We use that a lot. And all it costs over regular cable is $1/month for the cable box.
Posted by Jon | August 21, 2007 3:22 PM
Just what this area needs. Another call center. You can't buy a SoWa condo making $9/hour.
You cant buy a SoWhat condo making five times that...
Posted by Jon | August 21, 2007 3:23 PM
Two comments:
1. I love Netflix!
2. When you call for "Customer Service" and realize you are talking to India or some other out of USA place ask them to connect you to someone in the USA. It works-and it supports the USA employees. I just did this with a call to QWest. Don't forget-we are the customers-!
Posted by kathe w | August 21, 2007 9:34 PM