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Indian call centres - 9/22/2008 6:21:52 AM

Aneirin

Posts: 6121
Joined: 3/18/2006
From: Tamaris
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Is this really necessary ;

http://timesofindia.indiatimes.com/articleshow/987643.cms

Yes, we are all annoyed at the outsourcing of labour to India, but it is not the Indian's fault, they are simply doing a job. The blame should squarely be directed at the companies that out source to save money, which equalls making money at other's expense.

Another thing to remember, is these calls being made, which can be abusive, are doing no favours for the nationality of the abusive caller in the eyes of other countries. Something which may come to pass when a visitor of that nationality goes to the India, they might be not so welcome, or at least, not so cordially treated.

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Post #: 1

RE: Indian call centres - 9/22/2008 6:26:08 AM

meatcleaver

Posts: 9030
Joined: 3/13/2006
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Have you ever used a call centre? It takes all one's self discipline not to be abusive since most call centres are there to stonewall and stop you getting through to someone senior enough to be able to actually deal with your problem. I feel sorry for the people manning the phones but whether the call centre is in Birmingham or New Dehli, those places should be banned and the management held to account for the crap they serve up to their customers.

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Post #: 2

RE: Indian call centres - 9/22/2008 6:29:15 AM

kittinSol

Posts: 16926
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Someone has to be a sad fuck with no life to get off on calling call-centres just to harrass them. Pathetic.

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Post #: 3

RE: Indian call centres - 9/22/2008 6:32:02 AM

bipolarber

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Joined: 9/25/2004
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Yeah, it's like something you'd expect a 13 year old to do....

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Post #: 4

RE: Indian call centres - 9/22/2008 6:32:19 AM

simpleplan2

Posts: 461
Joined: 7/5/2008
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I agree. There are some definite problems but it's not the employees' faults. Oten, those staffing the call centers are simply thrown into those jobs and told to do them. I work with a help desk call center as well as some system support based in India. I admit to losing my temper now and then but it's more due to the language barrier and the time difference.

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Post #: 5

RE: Indian call centres - 9/22/2008 6:39:30 AM

gina0055

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Joined: 11/17/2007
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You are right - it's not the Indian's fault who's on the other end of the call, but it is very frustrating to talk to someone who is reading a script and has no solutions to those beyond what's been given to them. Many of them know nothing about the piece of machinery you are calling about. In an ideal world customer service jobs dealing with the public would not be outsourced.

I think, though, for small business owners who need help with data entry work and other work that requires no contact with the public it seems possibly to be a good solution to high payroll costs.

gina

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Post #: 6

RE: Indian call centres - 9/22/2008 6:40:51 AM

Aneirin

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Joined: 3/18/2006
From: Tamaris
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I have used call centres, and have spoken with people who have a different nationality, an accent if one is not used to, is difficult to understand on a phone. Often it is call centres with which I deal with have so far been those with accents I can understand, with one exception, a call centre in Glasgow. I try to keep patience, but if it gets too difficult, I back off and approach the people I need to speak with by other means, email or snail mail.

Indian call centres in my experience, have contacted me with the intent on selling me something I don't need, here I just say, no thank you.

What does irritate, is call centres, with multiple menus, press this button, then that button, then another ad finitum, only to get through at the end and either find the person you are speaking to is not the person you need, or there is a queue with inane music and the recorded message every minute, '' You are in a queue and your call will be answered shortly '' and then goes onto advertise other services, which gets a bit tedious after hearing it ten times.

I certainly would not waste my money and time calling a call centre to deliver some abuse, it is not the operator's fault, they are only doing their job and the words would be wasted.

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Everything we are is the result of what we have thought, the mind is everything, what we think, we become - Guatama Buddha

Conservatism is distrust of people tempered by fear - William Gladstone

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Post #: 7

RE: Indian call centres - 9/22/2008 6:45:28 AM

kittinSol

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I have an account with an English bank. Interestingly, as an international customer I am supposed to call a number which takes me to a useless call-centre in India. I just call the English line instead it takes me to a bunch of lovely Scottish people who are dead helpful - but their accent is still thick enough to cut with a bread knife

.

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RE: Indian call centres - 9/22/2008 6:58:41 AM

katushka

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Joined: 8/31/2008
From: the great steppe
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I worked in a call centre once - it was my first 'proper' job out of college, I needed the money, and a little time to figure out what it was I actually wanted to do for a living.

I think I can safely say that it was THE worse job I ever had. The level of abuse at the hands of customers (not to mention, management) was extraordinary. To make matters worse, I couldn't really even blame the customers - all of my answers were 'scripted', and deviation from the script was not permitted. Thus 9 times out of 10, any answer I provided was completely useless. I lasted about 3 weeks, which in of itself was kind of a miracle. Never again *shudders*.

*edited for typos

< Message edited by katushka -- 9/22/2008 7:01:29 AM >

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Post #: 9

RE: Indian call centres - 9/22/2008 7:00:47 AM

kittinSol

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I can well believe it, katushka.

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Post #: 10

RE: Indian call centres - 9/22/2008 8:45:30 AM

FullCircle

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Joined: 11/24/2005
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Not to mention arseholes doing this are taking up the time of call centre staff and so everybody else's call takes longer in the queue.

I usually find Indian call centres quite efficient, the only problems I've ever had are with sky where their operators can barely understand what you are asking and you have to speak really slowly and repeat things over and over again. Them people are so polite though, they do their best but if you want something not on the standard script it takes longer. Once with sky I started out in Scotland when to India and then Liverpool all without a passport.

The other thing strange was they thought my name was daisy and kept calling me daisy, which I couldn’t be bothered to correct after a while, so that is now my other name.

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Post #: 11

RE: Indian call centres - 9/22/2008 11:22:51 AM

pahunkboy

Posts: 33061
Joined: 2/26/2006
From: Central Pennsylvania
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the execs are not interested in the little people. they do not want to hear how you do not understand the terms of the business arrangement which THEY continually change.....

furthermore- YOU are to be silent. You dare not talk to the corporations. The only talk that is somewhat recognized is a subpeona. Then the legal department will spring into action.

THEY do not need you telling them that their service does not suit.

They do however expect your money to be auto deducted from your checking account.

they talk to you thru ads, commericials- and focus group/studies survies.

they do not want to improve the system.

the system is dictator. what i mean is only action they officially permit is allowable. not A-Z of your mind. But they may designate A,B and E to be the allowed actions- and only A,B and E.

Websites and call centers are morphing into the same. pan back to only allowd actions.

when you deviate from that- the website wont let you, and customer "service" wont let you.

they arent to concerned about it- as the cash is automatically taken from your account- of course for YOUR 'convenience".

whats more- my cell phone co- will handle complaints that are filed with the state agency. this makes the state agency- their customer service.

one more thing. dont worry if I wrongly over deduct from your account- and that it triggers $580 in NSF fees. dont worry about it....

(in reply to FullCircle)

Post #: 12

RE: Indian call centres - 9/22/2008 11:28:52 AM

pahunkboy

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Joined: 2/26/2006
From: Central Pennsylvania
Status: offline

My buddy Jim just bought a 16K kitchen from Lowes. They added up the bill wrong- it was over by $250. the computer wont let them issue a credit against his charge card... it will only do a gift card for that amount which must be spent there.

I told him- I would cancel the order......

(in reply to pahunkboy)

Post #: 13

RE: Indian call centres - 9/22/2008 12:01:29 PM

DesertRat

Posts: 2774
Joined: 11/29/2004
From: NM/USA
Status: offline

~fast reply

I've actually experienced some earnest efforts to help from call center people in India. I haven't been keeping track but it seems to me that the underpaid, undertained, overworked American workers are the ones who are more likely to hurry through their scripted, menu-driven routine, get rid of me, and move on to the next caller. Still, I gotta say I've gotten some truly superhuman help from assistance workers onshore and offshore. I've found that on those really rare occasions when I have computer problems, the helplines are a waste of time. I think that's cuz if we've had our computers for more than a year, they're kinda like snowflakes...no two are alike. So for some really common problems (is it plugged in? how much beer DID you spill on it? What color is the smoke?), they can help, but esoteric glitches with multiple variables (like settings that interact with each other) are more likely to be doped out and fixed locally...by me.

Bob

< Message edited by DesertRat -- 9/22/2008 12:04:03 PM >

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Post #: 14

RE: Indian call centres - 9/22/2008 1:13:49 PM

Lockit

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Joined: 5/7/2007
Status: offline

Having a dreaded vista... I have gotten to know call centers... I always warn them that I am talking tech with a headache and frustration and they will need to be understanding as I will try to be with them. One call I had said at least twenty times... no, you are not listening to me. I knew he was reading from something. He wasn't supposed to help me and do what he did, but I would not let him go until he did do what I wanted. If this damn thing is going to constantly go down, I want a vista cd to re-install it and if it took an hour to get it, so be it.

I really feel for them because they need the work and they have to deal with a strange language and people who are angry most of their day. But I do believe that English speaking tech help should be what we get during most often a frustrating and confusing issue we might be having and resent that our jobs are being given to others in need of work, but given when we can't afford to give them away.

Any company doing this would be off my shopping list... but they are all doing it, it seems. I feel bad for them, but I also feel bad for us. But, anyone harassing people just to harass them should be held accountable. I would hate to be their next caller after they have been through some harassment.

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Post #: 15

RE: Indian call centres - 9/22/2008 2:12:08 PM

SilverMark

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Joined: 5/9/2007
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I am sorry to say but, I have so little patience with those people that I have been known to be less than my best when speaking to them. I try hard not to start referring to them simply as Patel or Hadji....but, I must admit I have done so. It goes against my normal gentleman's attitude but, my frustration takes over and things just slip out.
Not a nice thing to do or say and not exactly something I am proud of but it's truthful!

(in reply to Lockit)

Post #: 16

RE: Indian call centres - 9/22/2008 2:23:35 PM

Nikolette

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Joined: 10/2/2004
Status: offline

SilverMark: Then I recommend you take a moment to calm down when you are on the phone. As an adult, you aren't a victim of circumstance. You get to determine your actions, and keep those type of useless and hateful things from "slipping" out.

.......
As someone who has worked extensively doing research oriented calls I can assure you guys that a decent percent of people I called were too stupid to even listen to what I was saying. While I got many compliments from customers as well as my superiors on my voice quality-- SOME people were just moronic. Asking me if I was from the US, asking me if I was a real person, asking me to come meet them etc.

Once they finally learned it was research oriented rather than sales or whatever, people tended to calm down and listen better.... But one of my main pet peeves is people who are hateful on the phone. A polite response is free. It doesn't cost anything and actually saves your time in the long run. So at the very least--- stay calm and don't take the fact that they are annoying so darn personally.

< Message edited by Nikolette -- 9/22/2008 2:24:17 PM >

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Post #: 17

RE: Indian call centres - 9/22/2008 4:00:48 PM

Musicmystery

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Joined: 3/14/2005
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My favorite call center story----in reference to a day, I said "Christmas"

"Sorry?"

I paused, then said, "Dec. 25"

"Oh, okay...."

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Post #: 18

RE: Indian call centres - 9/22/2008 4:01:56 PM

seeksfemslave

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Joined: 6/16/2006
Status: offline

My experience of Indian call centres is that they are unfailingly polite and well spoken.
Problems exist if you arsk them a question that is not on their cue card.

Imagine, if you will, being well educated in India and having to deal with some lout calling from Birmingham UK or its equivalent in the US.

I think the multi cultural ideal is unworkable but I also believe in pointing the finger at those responsible for a problem.
In this case it is not the call centre employees.

(in reply to Nikolette)

Post #: 19

RE: Indian call centres - 9/22/2008 4:15:35 PM

kittinSol

Posts: 16926
Status: offline

I can imagine that in the foreseable future, the call-centres will be relocated to America and Europe, and that they will service calls from India and China. Time to brush up on my Hindi.

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