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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.
This content is provided by an external author without editing by Finextra. It expresses the views and opinions of the author.
Roy Prayikulam SVP Risk & Fraud Division at INFORM GmbH
02 July
Scott Dawson CEO at DECTA
Frank Moreno CMO at Entersekt
01 July
Pete McIntyre Financial Services Director at Planixs
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