Over the past couple of years many global corporations have began to outsource their call centers to India. Some reasons behind this include their large and educated workforce, specialized call centers and infrastructure, the time zone advantage, and incredibly low prices. Although the decision to outsource calls to India may be cost beneficial there are many implications which the company must consider before making this decision.
When I call, call centers and ask for help or information about a certain product I expect to be able to communicate properly with the person on the other line. Unfortunately, this is rarely the case. I am sure many customers become aggravated when talking to call representatives and I am also sure many employees suffer high stress environments due to this as well. The way to resolve this problem is only by making sure that people working at call centers answer calls more quickly and refrain from using a script. Scripts make it more difficult for people to communicate with one another. Furthermore, it would be very helpful if the people hired did not have a significant accent. Many customers find it annoying when they talk to someone on the phone and notice they cannot speak English properly. Nevertheless, it seems impossible to hire only those who have a perfect accent since it would not only be discrimination, but impossible to find that many people to work for the company. Therefore, it seems like a good idea to outsource some calls to India since the call centers will most likely have the same level of stress of American call centers.
