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 customer service line, the answer was definitively negative. I could barely understand what the reps were saying and sometimes could not make it out all despite repeated attempts on their part. Their accents were simply too heavy. This is completely unacceptable for any customer service interaction, especially on the phone because it is more challenging to understand an accent than if the interaction took place in person. Add to that the fact that I was calling about my credit cards, and it is even more frustrating.
I know how tough it is to master a foreign accent. Just ask my old French teacher! That poor woman suffered through listening to more mangled French words from my classmates and me than anyone ought to have to in one lifetime. The big difference was that we were students, not paid employees of a corporation attempting to provide financial customer service to someone thousands of miles away.
Maybe the call center Buyers are in the wrong business. Perhaps the smart investment in India is to be teaching English (grammar AND pronunciation) there.
» Outsourcing the Call Center to India - Part 1 from PurchaseRealm
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... [Read More]
Tracked on: July 3, 2006 6:58 PM | Permalink to Trackback