Call Centre in India

There has been a push back recently for companies that have moved their call centres to India, with some of them bringing them right back to their homeland, while others continue with the strategy. Meanwhile we hear that India is now concerned that contries like Sri Lanka are undercutting them, anyone got a view on a future of call centres ?
 

Loggie

New member
Re: Call Centre in India

I think the major issue, is that costs are rising fast in India. So call centres and outsourced IT are now getting relatively expensive.

Future of call centres? Who knows, but I hate them! Particularly IT call centres. They seem to be populated by idiots that have no product knowledge and just read 'scripts' to solve customer problems!
 

Rob O'Byrne

Site Owner & Gold Sponsor
Re: Call Centre in India

There have been some major criticisms recently, about offshoring call centres to India, particularly in the finance sector. Customers are concerned about the protection of confidential and private data.
 

Loggie

New member
Re: Call Centre in India

There have been some major criticisms recently, about offshoring call centres to India, particularly in the finance sector. Customers are concerned about the protection of confidential and private data.
Yes. There have been some very scary stories in the News about this!
 

RF

New member
Re: Call Centre in India

So what will be the next great leap in call centre services? Take the people out and make it totally automated? Might just as well!
 

norsemagik

New member
Re: Call Centre in India

Hi,
Looks like communication is changing the world bringing along with it the new world economy. I think the trend to outsource will continue but if the economy fizzles for awhile all bets are off when companies have to try and determine the actual cost for each service in macro as it relates to overall operation.
regards,
 

a.otoole

New member
Re: Call Centre in India

Well, from the looks of things, the outsourcing trend to places like India and others continue all the way to present day. What's more is that there are more companies doing so even more than before. I guess it helped cut costs in the long run as the workforce isn't as expensive. However, there have been clear lapses in security and privacy (customer details being stolen or abused).

So, from then to now, do you guys think it's worth it?
 

pinoyjade100

New member
Re: Call Centre in India

at my place, call centers are now becoming the trend in my neighborhood. I guess everyone wants this job because it is easy as long as we know how to speak english and know how to deal with customers. Call centers is a trend in here!
 

Elementalmage

New member
Re: Call Centre in India

This whole thing really has the potential to become a nightmare for all involved. Not only for companies using call centers but also for the call centers that are no longer being used, they'll have to downsize and people will lose their jobs. I know they can be truly annoying but these are their living.
 

gelsemium

New member
Re: Call Centre in India

The issue with call centers in my opinion is that while companies want to cut costs with cheaper wages, the clients feel that the quality of the service decreases when we are being helped by people who are thousands of miles away, so basically the companies have to realize if the clients they are losing due to this "cost-saving" activities do make up the final balance, it will depend a lot on the quality of service they are still able to provide.
 

Starbucks Junkie

Forum Manager
Re: Call Centre in India

Love them or Hate them, one thing is for sure, they are hear to stay.

They can be a vital cost reduction and service improver to some companies, but these companies must remember that the Customer is King, lose their faith and loyalty and they will vote with their feet...
 

gelsemium

New member
Re: Call Centre in India

I agree that they are here to stay, but like you say the customer is king so the service has to be something well done. One thing that does annoy me is that if I am calling my call center and someone picks up the phone speaking Portuguese from Brazil, that is a little strange, but if the service is well done I am OK with it.
 

May102014

New member
Re: Call Centre in India

As we look back decades ago India had been known in Call Center area but nowadays has drifted down because of some reasons. Countries in Asia had become competitive in outsourcing industry like Philippines. India has been known country of Business Process Outsourcing area up until now but sad to say some companies pull out their campaigns and transfer to their homeland for better outsourcing. Moreover, others had decided to stop in outsourcing due to poor performances.
 

AtlantaSports

New member
Re: Call Centre in India

Love them or Hate them, one thing is for sure, they are hear to stay.

They can be a vital cost reduction and service improver to some companies, but these companies must remember that the Customer is King, lose their faith and loyalty and they will vote with their feet...
I agree with the sentiment that they are here to stay. Everyone can tell that they are not going anywhere for sure. If the service is good, then I do not mind, but many of the people on there do not speak English very well.
 

Clairelouise84

New member
Re: Call Centre in India

Agreed, I can't stand call centres in other countries as they have limited resources to actually help and there is always a frustrating communication problem. My father is Indian and I struggle to communicate with some of the people on the other end of the phone because accents are so thick or their English is not great, they are also given very little authority to authorise anything.
 

Starbucks Junkie

Forum Manager
Re: Call Centre in India

Agreed, I can't stand call centres in other countries as they have limited resources to actually help and there is always a frustrating communication problem. My father is Indian and I struggle to communicate with some of the people on the other end of the phone because accents are so thick or their English is not great, they are also given very little authority to authorise anything.
When the Call Centre's are used as an out of hours service they will have little authority namely due to the fact that they have limited access to key systems, these are usually being serviced and maintained in the UK and thus scheduled updates are run during the out of UK office hours.

I do however feel that Call Centre's during UK working hours should be manned within the UK by good English speaking individuals.
 

hansenlaw

New member
Re: Call Centre in India

Honestly, I'd rather have the jobs here in America or even Canada. I think outsourcing is a terrible idea in the long run. We should keep our business local, and the locals in mind when we think of our businesses.
 

KylerA

New member
Re: Call Centre in India

That reminds me of when I used to do a lot of research on these call centers in India. It actually was those scams when they pretend to be calling from the IRS or as Microsoft representatives. It's quite sad to see that they have to work such jobs in order to be able to provide to their families, but it's horrible that it's on the expenses of vulnerable people. I feel that there is inequality on both sides but I hope they find a genuine job and stop this old traditional scam, it doesn't work anymore.
 

egrocket

New member
Re: Call Centre in India

I find it interesting that no one is talking about why this happened. Am I missing something big here or does no one care? I feel like if we found the reason for this we could find the solution more easily.
 
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