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Originally Posted by Bill C
I never take it out on the person on the end of a phone. They are only doing there job. However i dont like using call centre's in India for the following reasons.
Security of my data.
Accent problems.
Volume of the line " often very very low"
Loss of work to other countries.
I will dump any company that uses India call centres as soon as
I find out the call centre is in India.
As soon as my contract runs out.
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Personally I'm not as concerned with the fact that the call centre is in India, more so that the concept of off-shoring call centres produces an utterly inflexible process of communication. And this isn't a criticism of the people at the end of the phone, but the people in charge in the UK and the processes that they have put into place - which the outsources call centres HAVE to adhere to. And we're seeing that more in the UK call centres now too, where companies employ third parties to run the centres.
It shows contempt for the customer, it shows an aparent lack of understand of consumer needs and clearly identifies these companies as second or third rate.
Personally I couldn't care less about where the call centre is based, as long as they can sort my problem out and not do everything in their power to annoy me. In fact I'd rather speak to a decent call centre in India than a poor one in the UK.
Although Bill, you make a very good poinbt about the security of data. Although the cost of employing staff in India is much lower than the UK, these guys are generally very well educated and comparatively well paid. Saying that, organised crime gangs can offer (again comparatively) huge sums of money to extract sensitive information from the systems. This is a big deal, one that needs to be regulated by the government IMHO.