Outsourcing Toolkit

Story: Young call-centre customers mistrust offshoring

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It's not just the young customers who are mistrusting of those who outsource service provision overseas.

No amount of training or script reading can prepare a call centre operative in the subcontinent for dealing with the varieties of local accents in England. Mine isn't anything like as pronounced as some of my colleagues yet I have had cause to have to repeat myself - often s-l-o-w-l-y - many times when dealing with my bank's offshored call centre. It's becoming more than a minor inconvenience now.

If you can't understand the person on the other end of the phone you can't provide a decent service, whatever your level of education.

My bank account will be switching in the coming months.

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