Management Toolkit

Story: AA rules out off-shoring move

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It's good to see at least one UK company putting service over cost savings. I'm yet to have a 100% satisfactory experience of dealing with an Indian call-centre, with most encounters being frustrating at best. A female friend of mine was laughed at by an Indian call centre operator last week when she didn't understand a PC term, and she was trying to spend money with the comapny, so outsourcing has a long way to go to match the quality of a well trained UK operator.

What happened to the importance of customer relationships, and building a rapport with the person you're speaking to?

My advice, outsourcing may save you money, but deviate from the scipted responses at your peril!

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