Outsourcing Toolkit

Story: BT brings call-centre jobs from India back to UK

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Unintelligible service

While the concept of using cheap call centre labour in India seemed economically sensible, it has in fact been counterproductive in most instances. The customer in UK speaks British English with it's various accents and it's colloquialisms which, unfortunately is not the same as Indian English which, on a telephone, is extremely difficult, if not impossible, to fully comprehend. Conversely it often is very difficult to get the Indian call centre operator to properly understand the caller.
A British, UK based, properly trained operator should invariably give a better service, and at a better throughput which results in a smaller work force and greater customer satisfaction.
Companies intending to move to overseas call centre service should not blindly follow the trail to India but should search for English speaking countries that do not have the accent problem. To mind comes the former British Honuras, Belize, in Central America where the English, tainted with an American twang, is very comprehensible.

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