Call centre outsourced to India by UK companies
Calling customer services or a help desk these days seems to be getting increasingly frustrating. It used to be the case that it was just a real pain because you were transferred from pillar to post and left hanging on for some time. These days however we have the added difficulty in that the person on the other end of the line may be difficult to understand because of their strong accent.
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.
Okay, its true are skilled workers out there, and some of them do speak quite good English. However, my experience so far with Indian call centres hasnt 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 dont think that the average person ringing up their bank could be expected to do this.
Some people naturally speak louder when they are on the phone, and sometimes if there is a bad signal they will often repeat what they have said several times. Perhaps one of the main reason we resent people using a mobile in close proximity to us is because we only ever hear half the conversation. It doesnt make sense. We are naturally curious and like a puzzle with half the pieces missing we frustrated by being unable to see the complete picture.
I completely understand why a company would want to outsource their customer service department to India. Its about saving money. We all want to save some money dont we? The call centre employees have an average salary that is about one fifth of their UK equivalent. You can save a whole lot of money just by using some cheap foreign labour and who cares about the jobs that have to go here in the UK? Come to think of it, who cares about the customer suffering thanks to this, the latest bout of managerial stupidity?
Time to come home and call home!
Comments from visitors
Completely agree. There are plenty of businesses in the UK that provide call outsourcing services, there is no need to outsource offshore anymore. Thankfully, some large businesses are beginning to realise this by bringing their call centres back home to the UK (most recent springing to mind is high street bank Santander). However, there is a long way to go. More large businesses need to listen to their frustrated customers and follow suit.
Melanie @ <a href="http://www.callcare247.com">CallCare</a>
Melanie @ <a href="http://www.callcare247.com">CallCare</a>
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Completely agree. There are plenty of businesses in the UK that provide call outsourcing services, there is no need to outsource offshore anymore. Thankfully, some large businesses are beginning to realise this by bringing their call centres back home to the UK (most recent springing to mind is high street bank Santander). However, there is a long way to go. More large businesses need to listen to their frustrated customers and follow suit.
Melanie @ http://www.callcare247.com
Melanie @ http://www.callcare247.com
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Well said, torbruad!
I would just add that hefty import taxes should be put onto manufactured goods coming from places like China, to give an incentive for more manufacturing to be done in Britain again.
I would just add that hefty import taxes should be put onto manufactured goods coming from places like China, to give an incentive for more manufacturing to be done in Britain again.
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grumpyoldwoman - 21-May-11 16:05
“Keep British jobs for British workers”
The UK government should:
1. Provide a tax incentive for companies that near-shore their outsourced services rather than sending money and jobs abroad.
2. An Outsourcing Tax should be levied on the companies that outsource to other countries, this should be based on the amount of jobs outsourced and where there is a cost saving they should claw the difference between UK cost and Overseas back from the companies, to fund the incentive to companies that near-shore their outsourcing jobs, and redundant staff re-training, to even the field.
3. We are currently part of the European Union and countries, such as India, Bangalore, Chennai, Sofia and Cairo, that are not part of the union should not be allowed to tender or quote for outsourced UK jobs or any revenue from the outsourced of UK jobs.
4. Companies, such as the UK Banks, that were bailed out by the government, with our money, should not be allowed to outsource jobs in any circumstance, in fact where they have outsourced jobs they should have to bring them back to the UK or be penalised (as in 2 above).
5. There should be a UK published list of all companies that outsource their services to other countries, such as: Banks, Insurance Companies, BT, Citigroup, Dell, IBM, AOL, so that UK residents can check the list and has an option to use only companies that “Keep British jobs for British workers”.
If UK businesses can reduce costs to stay in business, whilst keeping “British jobs for British workers”, The UK Government should provide a tax incentive for companies that near-shore their outsourced services rather than sending money and jobs abroad. “Keep British jobs for British workers” before it is too late.
The UK government should:
1. Provide a tax incentive for companies that near-shore their outsourced services rather than sending money and jobs abroad.
2. An Outsourcing Tax should be levied on the companies that outsource to other countries, this should be based on the amount of jobs outsourced and where there is a cost saving they should claw the difference between UK cost and Overseas back from the companies, to fund the incentive to companies that near-shore their outsourcing jobs, and redundant staff re-training, to even the field.
3. We are currently part of the European Union and countries, such as India, Bangalore, Chennai, Sofia and Cairo, that are not part of the union should not be allowed to tender or quote for outsourced UK jobs or any revenue from the outsourced of UK jobs.
4. Companies, such as the UK Banks, that were bailed out by the government, with our money, should not be allowed to outsource jobs in any circumstance, in fact where they have outsourced jobs they should have to bring them back to the UK or be penalised (as in 2 above).
5. There should be a UK published list of all companies that outsource their services to other countries, such as: Banks, Insurance Companies, BT, Citigroup, Dell, IBM, AOL, so that UK residents can check the list and has an option to use only companies that “Keep British jobs for British workers”.
If UK businesses can reduce costs to stay in business, whilst keeping “British jobs for British workers”, The UK Government should provide a tax incentive for companies that near-shore their outsourced services rather than sending money and jobs abroad. “Keep British jobs for British workers” before it is too late.
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I am looking for genuine client of Call center projects like Inbound/Outbound and other Non voice projects. We will outsource your projects in leading call center who have better technology and experience in market.
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I remember now. Well, at least I didn't say that the gerbil was deceased. Mr P is quite endearing when he thinks he is being savage.
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Petra Dennis Healy was verbally savaged by a politician named Geoffrey Howe, he described the experience as like being "savaged by a dead sheep" Bless him
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Mike P, here we are again. All you had to do was not respond but, apparently, you enjoy it too much to do that.
If nationality is a "meaningless concept", why do you so frequently criticise the British? Why not just complain about the individual who irritated you that day without mentioning his or her nationality? Why focus on something meaningless?
If nationality is a "meaningless concept", why do you so frequently criticise the British? Why not just complain about the individual who irritated you that day without mentioning his or her nationality? Why focus on something meaningless?
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Hi Boblet, I am embarrassed to admit that the Healey joke has gone over my head. Are we talking about the ex Chancellor of the Exchequer?
The Weekly Gripe is just a bit of fun and a chance to let off steam isn’t it? Everyone has a right to their opinion but I have a right to disagree with it. It was the patronising “go away” that did it for me – I dislike being told what to do. Anytime he wants to stop, I am happy to as well. Otherwise I can keep this up for years, being well stocked up on Mrs Miggins’s finest.
The Weekly Gripe is just a bit of fun and a chance to let off steam isn’t it? Everyone has a right to their opinion but I have a right to disagree with it. It was the patronising “go away” that did it for me – I dislike being told what to do. Anytime he wants to stop, I am happy to as well. Otherwise I can keep this up for years, being well stocked up on Mrs Miggins’s finest.
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That was meant to read as :
Here's someone else for you to have a go at, another man who has dared to criticise Britain.
Here's someone else for you to have a go at, another man who has dared to criticise Britain.
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Here's someone else for you to have a go at, another man who has to criticise Britain.
"Burger King boss insults British women and food
The chief executive of Burger King has described British women as ugly and English food as “terrible”, in a gaffe likely to enrage his customers in this country."
(Daily Telegraph today)
"Burger King boss insults British women and food
The chief executive of Burger King has described British women as ugly and English food as “terrible”, in a gaffe likely to enrage his customers in this country."
(Daily Telegraph today)
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Petra I am glad that you are not phased by mikep, bless him. You must feel like Dennis Healey. Withhold the turnips.
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Petra
There's nothing wrong with my memory. I did not say I had a problem of recollection, I said that I required clarity on "how the place of birth of an oik in a call centre, or my own, have any bearing on this matter.” Not the same thing, so don't try to twist things, or maybe you have a problem of comprehension.
As for my own nationality, a matter with which you seem to be unhealthily obsessed, it's quite irrelevant as it's a meaningless concept.
By nationality, do you mean :
- Country of birth (not necessarily the same as nationality at birth)
- Nationality of father / grandparents (can be multiple and can change during lifetime)
- Nationality of mother / grandparents (can be multiple and can change during lifetime)
- Passport(s) held
- Past and current countries of residence
- Country/countries where I was educated (or not, if you prefer!)
- Country where I spent/spend the most time
etc ..... Are you getting the picture?
Different answers apply to several of those questions. I could tell you, for example, what passport(s) I travel on, but that wouldn't necessarily give you the answer you seek.
Finally, if I were 100% British born and raised, of 100% British parentage, and had never left the country, I still have every right to criticise as vehemently as I wish any aspect of life in the country, call centre staff included. The fact that you find it objectionable really doesn't worry me.
There's nothing wrong with my memory. I did not say I had a problem of recollection, I said that I required clarity on "how the place of birth of an oik in a call centre, or my own, have any bearing on this matter.” Not the same thing, so don't try to twist things, or maybe you have a problem of comprehension.
As for my own nationality, a matter with which you seem to be unhealthily obsessed, it's quite irrelevant as it's a meaningless concept.
By nationality, do you mean :
- Country of birth (not necessarily the same as nationality at birth)
- Nationality of father / grandparents (can be multiple and can change during lifetime)
- Nationality of mother / grandparents (can be multiple and can change during lifetime)
- Passport(s) held
- Past and current countries of residence
- Country/countries where I was educated (or not, if you prefer!)
- Country where I spent/spend the most time
etc ..... Are you getting the picture?
Different answers apply to several of those questions. I could tell you, for example, what passport(s) I travel on, but that wouldn't necessarily give you the answer you seek.
Finally, if I were 100% British born and raised, of 100% British parentage, and had never left the country, I still have every right to criticise as vehemently as I wish any aspect of life in the country, call centre staff included. The fact that you find it objectionable really doesn't worry me.
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Mike P said,
“ I am unclear how the place of birth of an oik in a call centre, or my own, have any bearing on this matter.”
Allow me to help out your failing memory.
You said, “I would prefer to deal with a call centre in India, South Africa or Eastern Europe rather than some of the UK ones employing the home grown cretins.”
I asked how you knew that the person you spoke to was not working in a foreign call centre. I later allowed that you may have been right in claiming that your bank’s call centre is UK based and asked how you could be certain that the “cretin” was not a foreign born worker who had lived here long enough to sound British.
As for the relevance of your nationality, I consider it a bit cowardly that you so frequently insult the British but give them no opportunity to reply in kind as you are so coy when it comes to revealing your own nationality.
That’s brought you up to date then.
If you find the posts pointless, then just don’t reply and there will be no more from me on the subject.
“ I am unclear how the place of birth of an oik in a call centre, or my own, have any bearing on this matter.”
Allow me to help out your failing memory.
You said, “I would prefer to deal with a call centre in India, South Africa or Eastern Europe rather than some of the UK ones employing the home grown cretins.”
I asked how you knew that the person you spoke to was not working in a foreign call centre. I later allowed that you may have been right in claiming that your bank’s call centre is UK based and asked how you could be certain that the “cretin” was not a foreign born worker who had lived here long enough to sound British.
As for the relevance of your nationality, I consider it a bit cowardly that you so frequently insult the British but give them no opportunity to reply in kind as you are so coy when it comes to revealing your own nationality.
That’s brought you up to date then.
If you find the posts pointless, then just don’t reply and there will be no more from me on the subject.
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Acutually,MikeP,this gripe has deterioated into a sniping contest because of YOU,and your inability to answer people's questions without some sort of insult or remark.
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Do yourself a favour Mikep, read your last posting with its criticisms & negative remarks therein, then remove the criticisms & negative remarks & read what is left.
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Turnips, Tony Robinson, and Baldrick's plot all mean nothing to me. Clearly I live in a parallel universe, but have no idea what this is about. As it was apparently a joke so let's set it aside as a further irrelevancy.
Parentage, place of birth, nationality, domicile, and residence are all different concepts and whereas they may overlap, a birth certificate is not evidence of nationality nor even in some cases of patriality, and there may well be a subsequent acquired nationality, so I am unclear how the place of birth of an oik in a call centre, or my own, have any bearing on this matter.
This discussion has degenerated, thanks to Petra, into a pointless sniping contest, and she adds no value by her vacuous comments. The only virtue her comments have is an ability to express herself on decent English.
Parentage, place of birth, nationality, domicile, and residence are all different concepts and whereas they may overlap, a birth certificate is not evidence of nationality nor even in some cases of patriality, and there may well be a subsequent acquired nationality, so I am unclear how the place of birth of an oik in a call centre, or my own, have any bearing on this matter.
This discussion has degenerated, thanks to Petra, into a pointless sniping contest, and she adds no value by her vacuous comments. The only virtue her comments have is an ability to express herself on decent English.
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"If I make a statement, it's fact, not assumption." Of course. of course, how dare Petra defy the almighty god MikeP,who should be treated with the utmost respect from other gripers! Not. If you make a statement,you have to provide proof to back it up,not just expecting everyone to believe it as if it were the word of the Koran or the Bible.
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Mike P, of course I was lowering myself; after the embarrassment of the “end of” I thought it only polite to use language that would make you feel comfortable. No need to thank me.
Unless you asked the operator to Fed Ex you a copy of his birth certificate I still don’t see how you can be certain of his nationality, so it remains an assertion.
If you did ask him to Fed Ex his birth certificate then I am quite impressed, as apart from being utterly deranged, that would make you very thorough and also very fair minded in being certain of his nationality before you criticised him on the basis of it.
Regarding the turnips, I refer you back to your Baldrick-like cunning plan to trash Britain while concealing your own place of birth to avoid similar attacks. It was a joke. Other people got it. We don’t always have to be deadly serious do we?
Unless you asked the operator to Fed Ex you a copy of his birth certificate I still don’t see how you can be certain of his nationality, so it remains an assertion.
If you did ask him to Fed Ex his birth certificate then I am quite impressed, as apart from being utterly deranged, that would make you very thorough and also very fair minded in being certain of his nationality before you criticised him on the basis of it.
Regarding the turnips, I refer you back to your Baldrick-like cunning plan to trash Britain while concealing your own place of birth to avoid similar attacks. It was a joke. Other people got it. We don’t always have to be deadly serious do we?
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"If I make a statement, it's fact, not assumption" Same here, Michael you are a jumped up arrogant tw@t who likes to bully women and everyone hates you.
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