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Originally Posted by huxleypiguk
But how would you know ? If they were trained enough you couldn't tell !
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And how many Indian call centres have you dealt with, where you find them trained to the point you can't tell where they are from? Local customs and events are a giveaway. Call Centre staff are not trained to the degree you describe. They simply cannot understand problems encountered at a local level. Anyone in this country would not understand local issues in India, so how could it be different the other way round?
This is not a matter of intelligence, or saying we are better or anything like that. It's just that local customs and events are generally neither known about, nor understood by outsiders.
And the point is, where support or backup is concerned (as in the example of a local council), ultimately WE are paying for this. Ideally, we all want problems sorted with the minimum of hassle, and for that to happen, we need to be talking to someone who has some experiance and knowledge of the issues, not just someone who has been on a course or seminar.
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Originally Posted by huxleypiguk
OK, lets knock the door and talk to Ronnie Real. The fact is that there are shed loads of jobs out there right now and companies are having serious problems recruiting. A lot of people join, get trained and then leave centres in very short spaces of time, the turnover is very high and the commitment is very low.
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Shed loads of jobs, eh? I suggest you come to Stoke. I think you'll find reality a bit different.
And turnover of staff may be high, because call centres (especially support centres) are usually given a such a low priority by companies here, that they pay the bottom rate and give the staff little support. If they gave customer support a higher profile, perhaps things would be better? I find a lot of UK companies put such a lot of effort in sales, but sod all into support. Result = a lot of one time only buyers. My experience with US companies is the other way round. They have tended to provide good backup and support, so I keep using them.
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Originally Posted by huxleypiguk
Frankly most people don't actually give a damm where their service is as long as they can get through and get an answer !
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I agree, that's the key, isn't it? Getting an answer or result. In my experience, in a lot of cases, distant call centres fail to provide the result I want.