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Hanging on the telephone

01 May 2008 Be the first to comment

Paul Penrose

Head of Research

Finextra

Is it just me, or is the offshore call centre a sinister new ploy by Big Business to frustrate awkward customers?

I’ve got no empirical data to back up this wild assumption, but it seems that every time I’m patched through to an overseas operator it’s when I want to cancel a subscription, or query a strange new debit from the service provider that has been billed to my credit card account. The overseas agent is often ill-equipped to deal with any deviation from the script and tends to panic and hang-up when the going gets tough. And you can't blame them really.

Strangely, most sales calls are still handled in the UK.

Answers on a postcard (preferably from India) please.

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Paul Penrose

Head of Research

Finextra

Member since

06 Oct 2006

Location

London

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