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To: regli who wrote (29064)	4/30/2005 10:25:29 PM
From: arun gera	Respond to of 116555

>However, as you can see this is mostly backoffice and development. Not areas where a lot of direct customer contact is involved.> Whatever, you might say about the Indian accent issue, it does not seem an unsolvable problem. The larger Indian call centers have mastered the art of dilution of Indian accents. And after taking 1 year of calls for 45 minutes an hour for 8+ hour a day, the agents do acquire an appropriate accent and style. I have been surprised by some recent calls to customer support for large telecom companies, where the accents were so slight that it took me a few minutes to realize that the center was offshore. That was only because I can recognize even slight Indian accents and choice of words that Indians favor. The main problem in large Indian call centers is turnover. After they are trained, agents shop around for a better deal from a competitor. Indian companies themselves are opening centers in Phillipines and Mauritious, partly as disaster backup centers, often at insistence of large US companies. -Arun