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Delta stops using India call centers

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Delta stops using India call centers

Old 04-18-2009, 11:58 AM
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Default Delta stops using India call centers

Obviously, this is just cultural insensitivity.



Delta Air Lines Inc has stopped using India-based call centers to handle sales and reservations ...

The move makes the airline the latest U.S. company to decide the cost benefits of directing calls offshore are outweighed by backlash from costumers ...

Customers had complained they had trouble communicating with Indian agents, the newspaper said.

"The customer acceptance of call centers in foreign countries is low," Richard Anderson, Delta's chief executive said ...

Earlier this month, SLM Corp the student loan company commonly known as Sallie Mae, said it plans to move its overseas operations back to the United States, pulling jobs from India, Mexico and the Philippines.


http://www.reuters.com/article/domes...53H1PN20090418


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Old 04-18-2009, 12:06 PM
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Retrenchment begins.
Call centers are easy. Rebuilding manufacturing infrastructure will be harder but much more important.
Does anyone else remember when WalMart had the "Buy American" campaign? A good idea whose time has come again.
Old 04-18-2009, 12:11 PM
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Originally Posted by oneill469 View Post
Retrenchment begins.
Call centers are easy. Rebuilding manufacturing infrastructure will be harder but much more important.
Does anyone else remember when WalMart had the "Buy American" campaign? A good idea whose time has come again.
Does Wal-Mart actually sell anything made here??
Old 04-18-2009, 12:14 PM
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Did you see that the Canadians are already starting to worry about nationalistic buying trends? I don't know why they would worry, though. Where ELSE are we going to get our moosehide and 2x4's?
Old 04-18-2009, 12:33 PM
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psst, Gringo, don't forget Canadian Mist!
Old 04-18-2009, 12:34 PM
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The entire population of Canada is 3 -- and that is only if you count Garret twice.


I don't care if they shut down all of the Indian call centers. I was never a big fan of those.

Outside of the US, the Philippians has the largest population of non-native English speakers. Now, they worry because after the US pulled our military out the Philippians English language proficiency has declined, they are losing those telephone support jobs.
Old 04-18-2009, 05:17 PM
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Hollow. My name is Steve. Of service may I be for you?
Old 04-18-2009, 05:20 PM
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I have hereditary hearing loss and if there's anything I HATE it's trying to communicate with someone who can barely speak English and then with an accent that makes what they do know almost unintelligible. HATE IT HATE IT HATE IT

Three cheers for Delta. May all the rest follow suit.
Old 04-18-2009, 06:23 PM
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When is that starting with Delta? Called them yesterday and after talking to the computer for a frustrating 5 minutes, waiting on hold for another 15min, I was connected to "Cathrine" who was undoubtedly Indian....and useless as well. Bring the jobs back....get the Welfare mothers with the 26 kids they use as a means for income to answer calls from their government provided home to repay some of their burden on working individuals...at least most of them can speak english well enough.
Old 04-19-2009, 05:35 AM
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Originally Posted by RobaloGator View Post
When is that starting with Delta? Called them yesterday and after talking to the computer for a frustrating 5 minutes, waiting on hold for another 15min, I was connected to "Cathrine" who was undoubtedly Indian....and useless as well. Bring the jobs back....get the Welfare mothers with the 26 kids they use as a means for income to answer calls from their government provided home to repay some of their burden on working individuals...at least most of them can speak english well enough.

You must be able to speak jive.

Old 04-19-2009, 05:47 AM
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It's about time. I ended up paying for three of my friends plane tickets once when we were going on a trip, when I was booking and paying for my own flight. What a mess to clear that up. Bigtime language barrier. I have a really hard time with that accent.
Old 04-19-2009, 06:03 AM
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Some car rental companies are out-sourcing reservations too. Some guy in heavily accented English calling himself "Joe" answers the phone. Twice as much time is then spent trying to get through the reservation process while attempting to get past the language barriers.

Interestingly though, one of the rental company's teleprompters asks if you are willing to answer a one question survey at the end of the reservation process. If so, "press one". Then the question goes something like this......Did you have a pleasant and efficient reservation process today, yes or no? Funny thing, if you press one, thereby agreeing to the survey, you are immediately connected to a fluent English speaking American. If not, your call is routed to India. I tried this a few times, and it seems to occur every time. Gee, ya don't think they're trying to pad their survey and keep those Indian folk working at a lower cost, do ya?

Last edited by V1rowT8; 04-19-2009 at 08:04 AM.
Old 04-19-2009, 06:27 AM
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I have a little experience in this area. I sell software to companies with call centers (call center specific software). I can tell you that a lot of companies that have outsourced to India are returning to North American based centers (Canada has a ton of them) due to the issues with the customer perception. One other interesting fact is the largest market growth for call centers is in Central and South America; Why, because the number of Spanish speaking customers is growing at a massive pace.
Old 04-19-2009, 07:42 AM
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Great news, we're going to need those jobs when his Grace anoints 12 million new citizens and introduces them into the work force.
Old 04-19-2009, 09:42 AM
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Just heard on the radio news that United Airlines is also pulling out of India for it's telephone support.
Old 04-19-2009, 11:33 AM
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Originally Posted by oneill469 View Post
Retrenchment begins.
Call centers are easy. Rebuilding manufacturing infrastructure will be harder but much more important.
Does anyone else remember when WalMart had the "Buy American" campaign? A good idea whose time has come again.

Old 04-19-2009, 12:14 PM
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Originally Posted by Mersiles View Post
I have a little experience in this area. I sell software to companies with call centers (call center specific software). I can tell you that a lot of companies that have outsourced to India are returning to North American based centers (Canada has a ton of them) due to the issues with the customer perception. One other interesting fact is the largest market growth for call centers is in Central and South America; Why, because the number of Spanish speaking customers is growing at a massive pace.


It's NOT perception, the fact is that these Indians have no skill in the trade and they simply can not do the jobs. I work in IT as a Second Level Desktop Support Tech and Blackberry Admin, we used to have our First Level in house, that was until the new CEO thought it was a great idea to outsource all of IT to one of the very large IT Outsourcing firms and we were all shifted over to said firm. First level was then "bestshored" and boy I hate that term with a passion. There is NOTHING best shore about India, call a duck a duck, it's CHEAPshore!

I am the guy with the brains that can FIX issues, yet when first level is done with the customer they are in worse shape than before they called (which in turn makes my job more difficult) and that is assuming they even call first level, most times they just circumvent the whole system and just call me directly, no ticket recorded, then I have to go into the ticketing system and create my own incidents.

Somehow every month those numbers for the bestshore'd first level look "great" on the spreadsheets... A wise man once said, there are Lies, there are DAMN LIES and there are Statistics!
Old 04-19-2009, 12:24 PM
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The reason the call center jobs moved overseas is because it is tremendously difficult to hire people in the USA to do boring, repetitive work that is actually very difficult because of it's boring and repetitive nature. The USA worker doesn't want a boring call center job anymore than they want boring factory jobs. The pay for these jobs is approximately $35k per year. To do the job, you need to be bright, motivated, articulate and detail oriented. All of the things that assure that most American employees with those skills will opt to get a better job. So who is left? People who are not qualified to do the work.

Some jobs will come back to fill the gaps left by the fortune 500 companies that have cut back on their cushy jobs. Once the economy picks back up, nobody will want the hard work medium money jobs and they will move back overseas.

Of course, we could unionize the call center jobs. Pay $60k-$120k per year plus lifetime pensions with healthcare benefits. Maybe the General Motors employees factory workers could make a lateral move.

Mike
Old 04-19-2009, 12:25 PM
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Tech support for my computer has been outsourced too. A few months ago I spent 20 or so minutes with "Bill" trying to resolve my issue to no avail. When demanding to speak to someone in the USA, I got the problem solved in 5 minutes.

The Corporations following these practices seem blind to the ill will these exchanges cultivate within the consumer base for their products.
Old 04-19-2009, 12:35 PM
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It's all about money. Our IBM RS6000 computer at work has a service contract. It's $2500 per month. When you call for service, your call is handled by a college educated computer professional. The cost of good customer service people want is very expensive to deliver. I believe that Dell now offers USA based assistance for a price.

A good example is the Verizon technician. What's he charge for running wires or troubleshooting your phone? Approx $50 for 15 minutes?

As long as we are willing to pay big bucks for service, it's available.

Mike

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