Is it a familiar scenario as described by Bruce Weinstein that all customer service executives in call centers who live in India or Philippines can not comprehensively communicate to their US clients effectively. He also said, “the root of customer” is custom and agents sitting thousand miles away from US hardly understands US custom.
Well, he must have reasons behind his statements. But surely the statements made by him will take away good night's sleep from lot of people in India and Philippines. The ones who are voice and accent trainers in call centers, the ones who impart 'American Culture' to the newly joined students during training sessions which broadly runs for 3-5 weeks.
Excerpts:
The problem with outsourcing customer service is that this practice creates nothing but negative word of mouth.
More from Business Week on outsourcing:
India Software Outsourcing: One unhappy customer
US cities most vulnerable to offshoring
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