Powergen shuts India call centres

[Bob]

http://news.bbc.co.uk/1/hi/business/5083838.stm

Originally Posted by Powergen

"Overseas call centres still have a place - just not for them"

[Florence]

Great news when will the other compnies see that this just isn't working.

[etccarmageddon]

this is the MORONIC call centre which said they'd credited my account with the £15 they owed me - I get a cheque from them and then

a few weeks later I get a letter threatening debt collection over £15!

I had to go to to the regulator in the end as their call centre was so full of sh...t


last week I got a powergen letter appologising for the delay in moving my electric to them - this was redirected post from my old address which I have moved from over 12 months ago!

"round them up, stick them in a field and...."

[Jules]

Let us hope the others all follow suit and start moving the call centres back to were they belong....Here!

[handyman]

I think we will see a turn in the way that IT outsourcing is looked at, especially as many support desks (IT) are moving to ITIL and increasing the quality of service provided.

I can forsee a time when ITIL ( IT Infrastructure Library - A collection of best practices on running a support desk and IT dept) moves to simply IL and is adapted to customer service and any service enviroment and gives those departments a service culture and get them to work pro-actively.

A big well done to Powergen for thinking wisely, they have eventually realised that Indian call centres do not do their jobs right.

[Wicked_and_Crazy]

Originally Posted by Nidge

A big well done to Powergen for thinking wisely, they have eventually realised that Indian call centres do not do their jobs right.

Ask yourself why it didnt work?

Because Powergen cant manage an outsource? All they wanted was cheap labour. Many outsources do work but only if managed correctly

---------- Post added at 19:08 ---------- Previous post was at 19:06 ----------

Originally Posted by handyman

I think we will see a turn in the way that IT outsourcing is looked at, especially as many support desks (IT) are moving to ITIL and increasing the quality of service provided.

I can forsee a time when ITIL ( IT Infrastructure Library - A collection of best practices on running a support desk and IT dept) moves to simply IL and is adapted to customer service and any service enviroment and gives those departments a service culture and get them to work pro-actively.

Whilst i agree, i just find it so funny that ITIL was effectively put together by the Governments CCTA yet they cant run a project on time and within budget to save their lives

[bonzoe]

Originally Posted by Wicked_and_Crazy

Ask yourself why it didnt work?

Because Powergen cant manage an outsource? All they wanted was cheap labour. Many outsources do work but only if managed correctly

Think that a lot of customers didn't like dealing with a call centre in India, language difference even though common language is "english". Customers did not feel that they were recieving good service.

Can't say that I know anyone who likes dealing with outsourced call centres, but you may not agree.

[Wicked_and_Crazy]

Originally Posted by bonzoe

Think that a lot of customers didn't like dealing with a call centre in India, language difference even though common language is "english". Customers did not feel that they were recieving good service.

Can't say that I know anyone who likes dealing with outsourced call centres, but you may not agree.

I agree with you. But when all said and done, Powergen didnt ensure appropriate training, controls and management were in place. Much like a lot of companies that outsource, they think they can outsource responsibility to the customer and thats a BIG mistake

[Chicken]

Originally Posted by handyman

I can forsee a time when ITIL ( IT Infrastructure Library - A collection of best practices on running a support desk and IT dept) moves to simply IL and is adapted to customer service and any service enviroment and gives those departments a service culture and get them to work pro-actively.

Maybe they will drop the use of the office bullsh*t generator as well.

[aristotle]

BT are in the process of moving some of their stuff to India, won't their customers be sorry. Obviously the people making the decision have never had any dealing swith these centres.