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Turnabout on Indian Call Centres

Indian call centre operatives don’t know what we are talking about – Never!
How long does it really take for people at the top to listen? When Norwich Union insurance decided to close down UK call centre operations and move the lot to India people jumped up and down ranting on about keeping jobs in Britain.

Lets face it when in comes to looking at the profit and loss we all want to save on expenses so the move on that front was spot on. On the other hand there were many that predicted problems in the transition from and customer relations move because there was going to be an understanding barrier.

Not wholly a language barrier, the people employed in these overseas call centres are very well educated and happen to converse the English language very well. It’s the understanding that will cause the problems they said because people who live six thousand miles away won’t understand our lifestyle positions, the roads we drive on, the conditions we are trying to describe.

Sure enough after THREE YEARS of negative feedback from UK consumers it appears there is likely to be an ‘all about turn’. We say likely at this stage because despite the problems Norwich Union will not be closing down all the Indian operations.

Well guys at Norwich Union Car Insurance how many more customers do you want to lose then before you make that decision. It never ceases to amaze us here at insurance news about the failure to address after sales customer care; everything seems to be chucked at driving new sales onto the insurance business board and then once these companies have you, you mean very little!

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