Quote:
Originally Posted by kwikbreaks
It isn't where they are located that matters but what calibre of staff they have and how well they have been trained.
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It's a bit more than that. In many Indian callcentres they still have the 'colonial' mentality where they feel compeled to serve their employers. That's all very well but they take it to extremes. They fail to realise they are there to serve
the customer.
As a result they rigidly stick to company scripts and procedures and will not use common sense and discretion in certain cases.
In UK callcentres whereas you do occasionally get 'traffic warden' types, most of the time they will use discretion if it can help the customer. I'm not saying callcentres workers should break the rules but usually they will try to find some flexability whereas in Indian they just seem unable to comprehend this.