Quote:
Originally Posted by Kushan
I don't know why they're so terrible, I know onshore, even the terrible onshore agents, were never as bad as some of the offshore ones and nobody was ever told to read from a script yet that's all offshore seems to do. Maybe it's just a language thing - I really don't know.
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Script + Training + Corporate culture. It isn't a language barrier, other companies with similar far-east call centres have won awards for excellent customer service, it's all about what you train the staff to do, as well as what you allow them to do. Offshore can work wonders if actually permitted to think for themselves, but if the corporate environment tolerates only script monkeys and punishes them for daring to think outside their script, then script monkeys is what you will get.