Posts Tagged ‘India’
The outsource dilemma: It’s your ears.
Thank you for calling XYZ Company, welcome to Gurgaon!
A primary focus of my roles in the last twelve or so years of work has been training agents in contact centers.
My first interaction with call centers was in Sandpoint Idaho, when Coldwater Creek was a small company of 250 people. I was the training department in its entirety. We trained our agents then to be virtually ominpotent uberagents – the calls were answered within three rings (or less than one ring much of the time) by a well spoken, happy, smiling human being who could handle all of your product questions, place or track your order, basically help you with anything you could think of, including supplying the returns address for our major competitors of the time.
Fast forward a decade or so, and I find myself traveling through the bustling streets of Delhi, Bangalore, or Hyderabad. The industry has changed, as now the agents my team is supporting are supplying technical support to consumers in the US rather than selling clothes to the “Land-Rover Woman” but the premise is the same: People on the phone serving customers. Read the rest of this entry »
Tags: call center service, India, Philippines, service