To cut costs, many corporations are looking overseas to outsource customer service call centers as well as other back-office jobs.
Is this a good or bad thing?
The only complication I see with outsourcing overseas is the language and culture barriers. I recall a colleague calling MCI to resolve a billing issue. After many Excuse Me's?, he asks, "Wait, where am I calling anyways?...India?... Oh!" He was frusterated because he couldn't understand what the customer service agent was saying - the accent was so heavy. Couple that with the long hold time and you end up with a not so happy customer.
Tim Stay touches upon the idea of call centers in India, and Gary Beorgeault offers his advise on doing business in India.
It would be interesting to hear from people who actually work in these call centers overseas...
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