How many of u favor call centres being outsourced?

Question

Do you support the companies like Powergen that have re-established their contact centre back in UK from India. Is it going to help company provide better services to its customers

Answer 1

NO, i think it sucks................ they've only done it to take the weight off there own backs!!!!!

Answer 2

Voice processes are best not outsourced, in fact many companies in India are refusing to take up only voice based process, so let the people in UK, US or any high cost English speaking country rejoice by handle your own pains. Indians are much better in solving complex problems through there intelligence rather than doing some low level stuff.

For so many of you I must let you know that before Vonage outsourced there call centre in India the average hold time was couple of minutes, and I should know as I have been a customer of there service for some time, since moving the first level help desk the response time has reduced dramatically, but yes if you are happy with God forsaken hold time before someone from your country is going to answer the phone you are more than welcome.

Answer 3

Outsourcing call centres to India is not very popular amongst customers - for the following reasons:

1. Communication barriers caused by accents, and language differences (more pronounced when dealing with technology related queries).
2. Inconsistency - especially when the Indian call centre have different procedures to the UK branches of the same company.
3. High staff turnover in the Indian call centres increases the chances of talking to a new person who is unfamiliar with the company.
4. Poor infrastructure caused by technical limitations e.g. a smaller company will only be able to afford a slow computer link between UK and India.
5. Customers feeling disillusioned - not knowing whether they are talking to someone in the UK or India.

Relocating call centres back to the UK is much better, as it creates jobs within the UK, and also creates a sense of familiarity amongst customers.

Answer 4

I have no problems with call centres being outsourced, but have had a number of problems with my bank who have outsourced their call centres to India.
There has been a number of times when I have not been able to understand them because of the accent, and a number of times they have misunderstood me because they have not understood the context of my conversations with them, so I have decided to change banks.

As long as the person understands what I am saying and the context of my conversation (and vicea-versa), they could be outsourced to mars for all I care, but I do get annoyed when customer service falls down just because the company is trying to save a few quid.

Answer 5

Personally, I can't even seeing the point to call centres. If punters are unhappy, why not make them write letters and post them to unidentifed post boxes, if they can write?
What is the point in trying to save expense and then setting up a call centre, where-ever. Its just less money for the share holders, who are really the only truly reasonable and responsable party in a quoted company.
Who really cares what the quality of service is like? Companies are there to make money not pander the morons and cretins.
If its cheaper, Indian call centres get my vote. Besides, we economically sodomosed their country long enough.

Answer 6

Call centres should be in the same country as their customers. I had to call a microsft one re my son's X-box; it was in Germany I think and it was a nightmare trying to explain the problem to the woman plus trying to understand her (I think she was spanish). Especially as the problem wasn't that clear to me either...

Aside from anything else we should be aware of the difficulties that are caused in other, further away countries. Call centres in India have a high turn-over even though the wages are better than for many other jobs. Part of this is due to the operatives having to try (usually unsuccessfully) to pretend to be British (or whatever) and suffering from sleep deprivation as they are working through the night.

companies need to realise that there is more to operating a successful business than the bottom line for their shareholders. Not that the utilities should be in private hands anyway. Bring back nationalisation I say.

Answer 7

I agree with the others. Surely it's better for a call centre to be in the same country as the customers.

Answer 8

i do no longer think of there is something a president can do to in basic terms forbid businesses to relocate in another country. yet there are a number of things Obama (and a Democratic Congress) can do to deter outsourcing. Tax incentives, case in point. we would additionally replace that regulation that we could businesses get out of paying taxes with the help of moving their 'homestead base' to a postal field in Grand Cayman. What the Republicans did no longer understand approximately capitalism is that earnings are a ability to an end, no longer the tip in themselves. If capitalism ability that ninety 5% of human beings would desire to stand a continuously declining regularly happening of residing so a million% can double their earnings and wealth each and every 3 hundred and sixty 5 days, i think of we are doing it incorrect. i think of Obama is familiar with that extra advantageous than Bush or McCain or any of those adult men.

Answer 9

Contact centres should definitely e moved back to the UK. It is bad enough talking to someone who has just answered the phone and is looking at a computer, so when you can't actually understand one another it is ridiculous!

Answer 10

LOL!!! The worst call center story I ever heard was from an Indian colleague who was trying to work with a rental car agency to get a car in Chicago.

The person on the other end of the phone was in India, insisted he was in the US, but didn't know where Chicago was, how many airports it had or what their names were, or anything else necessary to help the guy he was talking to.

But he was pretty good at defending himself in Hindi when the caller got upset and started yelling at him in their common tongue!

Answer 11

I much prefer call centres in the UK.

The ones in India arent much good, they have trouble understanding so many accents from around the UK, we have trouble understanding them, they have no idea at all about local areas, they are really just call handlers, and dont seem to be able to help with anything difficult or technical.

I hate ringing my bank, cos its always someone in India who it takes me ages to explain things to cos Ive got a really strong local accent. At least in the UK, people are much more aware of local accents and local areas.