[Russ]

There are certain cultural issues too. When it comes to mannerisms on the phone, the Indians don't seem to understand that some people like to be able to 'chat' to agents. I don't mean to discuss their day etc but when talking about the reason for the call, to be able to discuss it informally.

If a CSA can 'personalise' the call by chatting and being 'human' rather than sticking to a script or process then I'm going to have a hell of a lot more confidence in who I'm speaking to.

It seems like in Indian culture they're either not used to it or are uncomfortable with it. Very rarely have I ever heard someone in an Indian (or indeed any offshore) callcentre be able to 'personalise' the call. On the few times I've heard it, it all comes across as very forced, very fake and subsequently very patronising. I can't relate to that and my belief in the agent taking that call diminishes immediately.

If I want to make a complaint to an Indian agent I have no faith in that issue being dealt with on the level I'm expecting. English is not their first language so I have no reason to assume they will understand my emphasis on certain aspect. Companies like VM can spend millions on training them about "British culture" but raport is something you either have or not. It cannot be bought.

Of course the moment you approach any company about this and mention 'different cultures' the anti-racism barricades go up and you never get anywhere.