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So many companies have outsourced their call centres to India now and we were of course given assurance that the quality of service would be the same. We were told that the young professionals in India were well trained and fluent in English and that the service they provide would be seamlessly integrated. Well, I guess some of that is kind of true. It was smooth all right. If you blinked, you would have missed it. We picked up the phone one day and instead of Manchester or Glasgow, we found that we had been routed through to a centre in Bangalore.
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Okay, it’s true are skilled workers out there, and some of them do speak quite good English. However, my experience so far with Indian call centres hasn’t been all that good. On one occasion fairly recently, we had such difficulty understanding each other that we decided to communicate on MSN Messenger instead. To be fair to the help desk operative, they did in fact solve the problem reasonably well, but I don’t think that the average person ringing up their bank could be expected to do this.
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