22 March 2018
Paul Penrose


Paul Penrose - Finextra

307Posts 1,356,828Views 246Comments


A place to share stuff that isn't at all fintec related but is amusing, absurd or scary.

Hanging on the telephone

01 May 2008  |  2545 views  |  0

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.

TagsRetail banking

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Paul's profile

job title Head of Research
location London
member since 2007
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I'm responsible for editorial content and quality control across the full range of Finextra media.

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Member since 2006
307 posts246 comments

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