Can any Buyer in the call center atmosphere claim that outsourcing the call center to India is not discussed at every meeting they hold these days?
Check out the June 26th cover story and cover picture of Time Magazine for the article titled India Inc. The picture shows an Indian woman with a call center headset. The article details many aspects of India's growing economic power.
Savings and monetary issues aside, let's discuss the service itself, which after all is the point of the call center aka the customer service center. Are foreign call centers (they are not all in India, by the way, other countries are getting in on the action) an acceptable substitute for domestic centers service-wise?
I have no doubt that the educational system in India is producing people who speak English flawlessly in regard to grammar. I have met a few consultants from India as well as talked to many on the phone and their command of English grammar is commendable and in fact puts (or should put) many Americans to shame. One need only turn on American unscripted television shows to be appalled by the way native English speakers maul grammar.
However, communicating via language is not just about grammar. Proper pronunciation is also integral to being understood. Here's the critical question: Is the pronunciation of employees at these foreign customer service centers adequate and acceptable?
» Outsourcing the Call Center to India - Part 2 from PurchaseRealm
Outsourcing the Call Center to India - Part 1 Here's the critical question: Is the pronunciation of employees at these foreign customer service centers adequate and acceptable? In my own recent experience with making three separate calls to a... [Read More]
Tracked on: July 3, 2006 6:57 PM | Permalink to Trackback