I think that I
too am starting to get a better picture of the biggest problem regarding Indian call centres (I think you'll find that a lot of this can apply to British call centres as well though).
Imagine that you work in a call centre, no matter where it is located.
You are fairly new to the job, don't have a lot of exeperience either in the product or in that field. Your employers give you a script and tell you that this is a guide to the best way to solve the most recurring problems.
What do you do? You apply that guide, of course you do because you don't have the experience to do much else and because it
does seem to solve the majority of problems.
As your experience increases you feel more able to apply your knowlede to the problems that you are being faced with and eventually the script becomes superfluous (sp?).
The problem with the Indian call centres (and with a lot of the British ones) is that they are still very new and therefore manned (or should that be personned) by inexperienced staff.
Given time I am sure that they will improve, unfortunately in the mean time we are left with a less than ideal situation. Perhaps the script should be re-written, a little line at the end.
Quote:
<All The Other Questions Here>
Q: Has the Customer's problem been solved?
If YES Then Hang Up
If NO Then Transfer, along with all notes about problem, to next service level.
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