Indian call centres’ notoriety has spread far and wide—and it is not hard to imagine why. Nor is it possible to dredge up any sort of sympathy for them! Not even when one reads of the abuse—racial mostly—they get, espeically from overseas customers who are not fooled by the fake American drawls!
Especially not after you’re told (by Tata Indicom’s Internet division, specifically) that, “Sorry, we can’t help you. We provide Internet only for Internet Explorer!”
That’s not all, about a year ago, they said the Internet didn’t work well on Windows XP!
Other idiots I have dealt with include Compaq/HP. One day, after shifting the CPU to the top of the table, we found our monitor wasn’t working. Called up the helpline in panic. Two weeks, a new processor and motherboard later (the computer was under warranty, thank heavens!), we were still at sea. And then, an online forum gave us a clue: You see, we had an a graphics card in the AGP slot. We had to connect the monitor to that and not to the motherboard!
Anyway, we had got a virtually new computer and Compaq never figured out! All they had to do was ask over the phone if we had an AGP!!
Marie asked me one day, “Do they pick these people off the street?” Well, probably, because they seem to know absolutely nothing!
India-based call centres catering to the US and UK are quite common due to outsourcing and the lower infrastructure costs. However, they forget to factor in ignorance and ineptitude! I find it hard to blame a paying customer for getting frustrated when the call up for help, only to find that the helpline is based halfway across the world, staffed by people who have not been trained properly.
As you may have started to guess, my sympathies are certainly not with the call centres!