Outsourcing Call Centres oversea's a different view...
 

After calling my car insurance company (admiral) a few times in the early evening, I was concerned that my call was being taken to India, I heard like the international ring and I did find it a little bit more difficult getting on with the person on the other end of the phone, but once I got used to the voice it was no more difficult than talking to someone from †œUp Northââ‚ƚ¬Ã‚ÂÂÂ�, and they were of quite well mannered.

Anyway it intrigued me, I thought admiral have got offices in Cardiff and in Swansea (well as Diamond) but I didnâ₠¬Ã¢â€žÂ¢t know they had started outsourcing to India, and I certainly hadnâ₠¬Ã¢â€žÂ¢t heard a big stink about it. So a bit of googling later I found the following article

http://icwales.icnetwork.co.uk/0300b...name_page.html

It highlights some of the following;

That Admiral had opened their offices in India and South Africa, because the people who worked in the UK offices were not prepared to work out of hours and they required additional staff to cover these times.

They also highlighted that the cost of setup and Trans-communication costs brought the costs near that of employing persons in the UK.

Further to this, they said that if the people in the UK were willing to work these anti-social hours they would bring the jobs back.

Iâ₠¬ÃƒÆ’¢â€žÂ¢m not intent on starting a flame war, because I donââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t agree with all these jobs being outsourced, and certainly many of them are done with more underhand tactics than this, but I found this an interesting and alternative view point of the whole †œOutsourcing to Indiaââ‚ƚ¬Ã‚ÂÂÂ� type debate.

Re: Outsourcing Call Centres oversea's a different view...
 

personally i think the bit about out of hours working is a bit of a smokescreen , i personally know a few ppl who prefer to work nights / lates etc so they have some time to do things during the day , i wonder how many customers admiral have in india / south africa , are they really such an international company :)

Re: Outsourcing Call Centres oversea's a different view...
 

Like I said didn't say I agreed with it and yeah the smokescreen...don't you mean BS :D ?

Re: Outsourcing Call Centres oversea's a different view...
 

yes i fear it was bull***** :erm: :D