After a cell phone stopped working during a trip, an outsourcing driven boom town about 20 kilometers outside New Delhi. A kansas-native who has lived in India for several years, did not really care. When 20 minutes with a nervous operator went by and her cellphone still did not work. There is such a huge difference in the quality of service, the kids laughing and gigging in the back. The late 1990s when cheap Internet telophony made it possible for the US companies to outsource their call centers. The Americas have been complaining loudly and regularly about the quality of service. The Delta pulled a callcenter out of India because its customers.
The customers acceptance of call centers in foreign countries low. The Chief Executive of Delta Richard Anderson told the employees in a message that they are customers are not shy about letting them have that feedback. In India’s outsourcing world, the call centers industry which employs as many as half a million people is bifurcated. The Indians are speaking out, the better paid, better-trained and English speaking operators typically go right to foreign services call centers and the lower paid not as well-trained, mostly local language speaking operators stay targeted call centers.
In different worlds, the results have been lower quality service for Indians as they try to navigate their cell phone plans, their credit card bills or their flight reservations. It took three years to get a job with the foreign clients. The difference was vast, everyday they trained us on the software, the computers were better even the telephone were nicer. To fill to service a contract, it makes economic sense, the foreign clients pay more than Indian clients do, sometimes by as much as 50 percent for a total contacts which are often decided by the number of seats that an operator has to fill to service a contract. Some of the Indian call centers especially the ones set up in rural areas for a low cost government contracts, pay as little as $75 a month to its workers.
The quality control has been an issue for many Indian centers with many call centers are seen as temporary jobs for the college graduates looking for something better they have a higher attrition than a global rates. It is about 50 percent to 60 percent compared with the 28 percent worldwide as measured by the South Africa based Dimension. Although the key issue is training and making sure that the right person answers the right call centers around the world every year.
In taking a training seriously, in the six years that Seattle-based hyper quality has been in business, it has listened to over 5 million calls between the customers and agents in trying to help some of the American’s largest companies figure out how to keep customers satisfied. The biggest issue is that the training although there is some cases, accents and cultural sensitivity also come into play. For the Indian call centers that serve Indian clients, the issue is basic, pay and prestige. The folks in the contact center industry are always looking for an improvement in the compensation and status. There is a certain food chain so that the effect is that talented folks that may enter in the domestic sectors are looking for ways to move themselves in foreign language.
REFERENCE:
http://bx.businessweek.com/india-offshore-outsourcing/view?url=http%3A%2F%2Fwww.businessweek.com%2Fglobalbiz%2Fcontent%2Fapr2009%2Fgb20090424_777061.htm%3Fchan%3Dtop%2Bnews_top%2Bnews%2Bindex%2B-%2Btemp_news%2B%252B%2Banalysis
