Call Centers, WHY?????

[dustysky]

I am most likely going to get a ton of flames for saying this and I should know better because I am not good at message board "debates" ........but I suppose I just never learn.

Why is it that almost every call center, from computer companies to credit card companies are having there phones answered by people in another country??

I find it very frustrating to be on the phone with someone I do not understand.

This is a honest question, is it honestly cheaper to direct calls to India then here in the US??

 

[2Princes2Princesses]

Yes, the operators there work for less $$. I am a medical transcriptionist and we lose clients to India (they call it outsourcing....REALLY outsourcing) often because they get a cheaper rate.

 

[preshi]

I am most likely going to get a ton of flames for saying this and I should know better because I am not good at message board "debates" ........but I suppose I just never learn.

Why is it that almost every call center, from computer companies to credit card companies are having there phones answered by people in another country??

I find it very frustrating to be on the phone with someone I do not understand.

This is a honest question, is it honestly cheaper to direct calls to India then here in the US??

I wonder that as well. I was on the phone for 55 minutes last week trying to figure out what was wrong with my software and I felt really really bad because 1) The woman was talking rather softly and 2) I couldn't understand her so I had to keep saying "what? I'm sorry what?" I felt bad for both of us!

 

[cardaway]

Yes, MUCH cheaper. The really sad part IMO is that many of them really know their stuff. If only they could communicate it correctly and not have to pretend they can relate to American culture. I had one trying to engage me in small talk and it was obviously from a script. I said I was from Washington State and the person starting going on about sports teams from Washington DC.

 

[PrincessPatty]

This is totally frustrating! Last year I had a problem with my laptop (Compaq) and called their help line. The whole conversation was filled with, "Excuse me, could you repeat that" or "I don't understand what you're saying" In the end, she had asked me if I opened my laptop, and I said, sure. (I meant that I opened it to use it, not the back of it) By saying that, I voided my entire warranty that they had on my laptop. Talk about frustrating!

 

[NewJersey]

I'm going through the same problems right now. For some reason, it says I have a student loan for $3.15 (I didn't take out any loans, especially for 3 dollars. LOL) and I've called about 5 times and they never can understand what I'm saying and I can't understand them because a) the background noise and b) they're basically speaking Hindu it sounds like.

It's really frustrating and I want that charge off my credit report. I tried twice today and was put on hold so many times I gave up.

I'll try again tomorrow.

 

[tnkbl]

I think they call this outsourcing. It's crazy! I learned this the hard way when I asked can I speak to someone who speaks/understands better English?

 

[Aidensmom]

Yes, it is cheaper.

Not all call centers do that, however. I have worked at a few that are based here in Tampa.

I do agree, however, that is frustrating when you are dealing with one that is outsourced. Besides that, a lot of them just have "scripts" to follow when you call in. You ask a question, they enter it in the computer and are given a response to ask/tell you. THAT is even more frustrating for me. (I have never worked for a company that uses scripts, but there are a lot of them out there.)

 

[bicker]

It is just a reflection of the general public's preference for low prices over service. Just wait: The next step will be no more call centers. You don't get service unless you first prove in court that the company is at fault. In the state (or country) that the manufacturer is located in. There is so much further manufacturers could go, further sharing the risk associated with producing their products, and the most the general public focuses on price, the more we push manufacturers down that path.

 

[Piglet's Pal]

The bank I work for outsources the 24 hour call line and it is extemely frustrating for the customers. It is the #1 complaint we hear about all the time. We avoid telling the customers to use the call line.

 

[kydisneyfans]

The bank I work for outsources the 24 hour call line and it is extemely frustrating for the customers. It is the #1 complaint we hear about all the time. We avoid telling the customers to use the call line.

I wonder if that bank is Chase-we had that problem last night. I tried twice and could not understand a word said-my wife then talked and flat out asked for a phone number to talk to an American. Once we received that number, the problem was solved in 20 seconds.

 

[Piglet's Pal]

I don't work for Chase, so it must not be just the bank I work for.

DH had to call Sirius yesterday to activate a new receiver and he was outsourced. The call took so long because neither one of them could understand the other.

 

[Jabber_Jaws]

I once had to call the HP help center for my computer issue, and ran into the same problem. I work with a bunch of folks with heavy accents, and I can understand them just fine, but over the phone for some reason it is a bit harder to understand.

 

[dustysky]

Wow, glad this is not just me then.

 

[HeatherinNC]

I read a Time magazine article about 2 years ago about outsourcing. Don't quote me on this, but I believe the average Indian worker in a call center makes between 2 and 3 dollars an hour, while the average American worker in a call center makes between $11 and $14 an hour.

I have seen some politicians and "experts" on tv arguing that the outsourcing of American jobs is a good thing for this country, but for the life of me, I can't remember their reasons (although I know I didn't buy them at the time).

 

[JimFitz]

I manage off shore software and quality assurance engineers. I have been following this for awhile and the call centers are going to come back to the states. It may be slowly, but they are coming back. The work will get done in India forever, but the offshore customer service model is not lasting and companies are realizing it.

 

[NewJersey]

I manage off shore software and quality assurance engineers. I have been following this for awhile and the call centers are going to come back to the states. It may be slowly, but they are coming back. The work will get done in India forever, but the offshore customer service model is not lasting and companies are realizing it.

Good to hear Jim.

OT: I read your story last night and it was hysterical. I was reading it to my parents. My dad got a kick out of it. Where in Jersey are you?

 

[JimFitz]

Good to hear Jim.

OT: I read your story last night and it was hysterical. I was reading it to my parents. My dad got a kick out of it. Where in Jersey are you?

I am in Westfield (Union County). Glad you liked my story.

 

[Rhonda922]

I don't work for Chase, so it must not be just the bank I work for.

DH had to call Sirius yesterday to activate a new receiver and he was outsourced. The call took so long because neither one of them could understand the other.

I have an account with Citibank and they have most definitely outsourced their customer service number straight and directly to India. I can and have called the number late at night and someone always picks up the phone. Plus it's always a male with an indian accent. I can hear others in the background with a similar accent. I have to say though that I have never had a problem understanding them or them with me. I work at a very large company. I won't mention the name but you would know it right away if I did. They are in the midst of beginning to outsource to India. Those here at my office who are going to be laid-off are really mad because they will be losing their jobs due to what the company is doing. It stinks!

 

[NewJersey]

I am in Westfield (Union County). Glad you liked my story.

I was there Wednesday night! I go there when I don't feel like making the drive to Princeton. I'm about 15 minutes south of you in Middlesex County until I save up enough to buy a new house.