I can only tell you how call center operators think! Note that I spent many years in the outsourcing business and am very familiar with Indian accents as I have been working with Indian companies since the late 70s.
destinationcrm.com
"One factor, to a limited degree, remains a concern for CompuCredit: sociocultural issues, which are a major consideration for any company when selecting an outsourced call center. Although CompuCredit is satisfied with the accent-neutralization training and American cultural immersion classes that its CSRs get, Rief admits that some issues will always remain--some detectable accent, a lack of knowledge of regional idioms, and cultural habits that may prevent agents from admitting they misunderstand something lest they lose face.
For some outsourcers cultural considerations are most important. Source One, for example, chose to provide offshore call centers in the Philippines to customers like JVC Electronics, which uses the service for call overflow, evenings, and weekends at a cost of 25 percent less per call.
"We felt there was greater cultural parity between the Philippines and the U.S.," says Dave Shapiro, president of Source One Communications. "Besides having the third-largest English-speaking population in the world, the Philippines was owned by the U.S. for fifty years and is inculcated with American culture. That's different from trying to learn about America with TV shows." |
