why do companies do that

  royalflush 13:22 03 Mar 2007
Locked

My wife's just called her mobile phone company regarding her bill & she had to wait 6 mins before she got to speak to someone then got put through to a lady who spoke such bad english that my wife asked to speak to someone else whats the point in employing someone that there job is so in need of speaking a good basic english...is this about cutting corners....????

  Monoux 13:46 03 Mar 2007

Not corners -- just the wages bill to increase profits methinks

  GANDALF <|:-)> 13:46 03 Mar 2007

The person is probably Indian and their first language will not be English.

'is this about cutting corners'..of course, it costs 4 times less to have call centres in India although some are moving back home. You, like many others on this forum will shop where the cheapest goods can be found. This economic principle applies at all levels in business.

G

  egapup 13:47 03 Mar 2007

A lot of call centres are in India and it's such hard work trying to understand what they are saying.

  Cymro. 14:34 03 Mar 2007

Not just difficult for them to understand us, but also difficult for us to understand them.

Like many such things the BT help line for BB is in India. It can be a nightmare

and a matter of luck as to who you get on the other end. I wonder how they would

get on understanding someone with a very thick regional accent such as from Newcastle or Glasgow.

  namtas 14:43 03 Mar 2007

For some time now their has been a clear indication that overseas customer care services were not being accepted by UK public, now quite expensive relocation expenditure is involved bringing it back to the UK

"Companies now advertise UK-only call centre policies"


click here

  Forum Editor 14:46 03 Mar 2007

to pay more for our products and services, so we could have the pleasure of speaking to someone in Estuary English.

No?

Well we had better get used to Indian call centres then - you can't have it both ways. If you decide that 'best is cheapest' you'll drive the manufacturers and service-providers to seek ways to cut overheads, and one way that's increasingly being utilised is to have a customer call centre on the sub-continent. I anticipate exactly the same thing happening in China within ten years.

When I was last in New York I was interested to learn that all the partners in my client company now have their IRS returns prepared in India. Accountants in Mumbai and other Indian cities are specialising in American tax law, and can have an IRS return back on an American's desk the morning after it's sent to India. All that's necessary is for an American accountant to rubber-stamp the return and the job's done - at a small percentage of what it would cost in the good old USA.

  Forum Editor 14:49 03 Mar 2007

UK-only call centre policies"

Yep, and watch those costs start to creep up as a result. Anyone who thinks that the consumer won't pay for the priviledge is badly mistaken.

  royalflush 14:54 03 Mar 2007

although i wasnt pointing the finger at India that seams to be the place where most of the large companies aim for,when i re-install my Xp Pro i have done it that many times that when i register it i have to call the Microsoft "Activation" line & 99.9% of the time have spoken to Indian people & i must say there English is Excelent & there VERY polite,however wtih T-Mobile ect seams to be a differance in the amount of english offered by there call agents...not sure why...

  interzone55 15:07 03 Mar 2007

The was an article on The Register regarding the folly of moving call centres to India.

Yes, the wage bill is a fraction of the wages in the UK, yes by bundling the calls on cheap satellite uplinks the communication costs are similar to keeping the calls within the UK, and yes by having the latest computerised exchanges one large call centre can handle the calls of many different companies.

But the hidden costs far outway the benefits, comsumers telephoning a customer service line do not want to have to repeat everything several times because the operator in India cannot understand their broad regional accent, they do not want to have to repeat themseles several times again to a supervisor, and they do not trust an Indian call centre with their finacial information. The cost of all this is customers take their business elsewhere.

Another hidden cost is constant retraining, many call centres in India are finding it difficult to keep staff, as there are so many call centres now that many staff keep moving to different centres because of better pay and conditions, I know that a company I worked for moved their call centre to three different towns because we couldn't keep staff, eventually we got fed up & moved our call centre back to the UK, just like many banks are now doing.

  n4165si 16:11 03 Mar 2007

Forum Editor
if all employers thought your way ,there would be no service jobs left in the uk. the rule should be ,if you trade or manufacture and earn your money in the uk ,then use uk services. I bet you would not agree with this,but it has got to stop somewhere. . i know from personal experience how difficult it is to get through to some of these overseas staff i think we should be entitled to have personnel who understand the language the bills are made out in, or don't you mind hanging on the phone?

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