Quote:
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Originally Posted by Chrysalis
Quote:
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Originally Posted by Paul
would you rather they employed 100 British call center staff or 400 Indian call center staff?
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Would rather have the 100 british staff where first time resolution is much more likely, so be it I have to wait longer to speak to someone, its a free call anyway. |
I can guarantee you will wait longer, for some telecom companies the Indian call center staff make up 90% of their advisers available during the afternoon/ evenings. If companies were to move to British staff only they will have to restructure their shifts or close lines early as they will not have enough staff to cover the calls up to 8pm. We get plenty of complaints about time spent waiting to be answered by NTL, if you were to drop the Indian call centers the wait time would be prety much guaranteed to double. BTW as I said before where is it guaranteed that by getting someone in a British call center you are certain to get a quick resolution?? I've spoken to British and Indian call center staff for NTL and to be honest the only guaranteed resolution I got was via a staff member here who gave us his extension number
