Quote:
Originally Posted by Xidelt
I love how everyone in Bangalore is suddenly named "Matt" or "Katie". Uh, no.
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I hate that as well, especially considering those agents are usually contracted to use those names when they're hired & are not allowed to use any other names while even in the building! Just keep in mind, some people in India are Christians with "Christian names". Two agents I've met are Jasen & Sam, both Indians but are Baptist.
My company outsources to India, and I've been to the callcenter there twice now. I love the agents, they're so gracious & thankful to have those jobs, and believe it or not they do take English classes! (In fact, most callcenter agents in Banglore specifically have college degrees & have been taught in English since grade school!) Their English is more Britain-influenced rather than American-influenced so its still hard to understand them even in person (at least it was for me!)
So far I've been to 4 callcenters that my company outsources to-they're all owned by Sitel. The same theme has been common amongst Canada (outsourced from America), Germany (they're outsourced from Austria), Morocco (outsourced from France), and India (outsourced from America/Canada)...and thats been that the agents are always hard to understand-but not just because of the language barrier. The agents are taught one or two "happy path" scripts & are told not to deviate from it, and then the company screws up & the agents don't know how to deal with or what to say to the customer without getting in trouble for deviating from their script.
I don't disagree with outsourcing, even though it was my job originally outsourced (although my old department is now in Canada instead of India), but I do disagree with how the companies handle our outsourced callcenters.
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