Quote:
Originally Posted by Milambar
Well to be fair, not all offshore call centers are a big bag of bull droppings. My bank uses a call center in India (sadly), but they are actually quite good, and quite professional.
I think it really is a training issue, or lack thereof.
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In India it's because they are victims of their own helpfulness.
A lot of Indian culture still has the 'colonial' mentality where they served their masters. This attitude is often found in the workplace.
Their employer gives them instructions and they loyally stick to it very rigidly as they think they are there to serve their employers. So they stick to company policy which is why if you ask them something which isn't on the script they'll usually fob you off or ignore it as in their view it's not what their employer wants.
They have very little idea of our culture of customer service expectations.
What they should be doing is serving the
customer. I have no issue with applying company policy but common sense and discretion must be used where necessary to help the customers.