05-06-2007, 11:44 AM
<!--QuoteBegin-->QUOTE<!--QuoteEBegin--><b>UK customers unhappy with Indian call centres: Survey</b>
<b>During the last year, several banks and financial service and utility companies have "repatriated" their call centre services to the UK from India. These include Abbey, NatWest, Lloyds TSB, Aviva and Powergen
</b>
...
He said: "All the evidence shows that there are powerful forces pushing companies overseas, the fact that 40 per cent cost savings can be realized by doing that being the top of them.
"But difficulties have emerged in India. There are questions over the quality of service; turnover of staff according to research is about 75 per cent per annum."
Taylor added that while he did not believe that banks would start a wholesale restructuring of their operations, he said that there had been a "segmentation" of them, with premium accounts being dealt with at home, while standard accounts would continue to be dealt with abroad.
.....
However, according to Ann-Marie Stagg, chairwoman of industry body, the Call Centre Management Association, the broad opinion was that overseas operations were still viable.
Meanwhile, a heart patient has criticised the National Health Service (NHS) after her treatment was delayed for months while she waited for her doctor's letter to be typed up in India.
Dorothy Nicol, 64, had an angiogram for a hole in her heart at the end of February. Her consultant at the Southampton General Hospital in Hampshire said he would write to her within a week outlining her treatment.
<b>But the letter was sent to India to be typed up and only arrived back at the hospital two months later. Nicol, from Christchurch, Dorset, is still waiting for her drug treatment to be prescribed while the letter and angiogram pictures are sent to her consultant at the Royal Bournemouth Hospital, in Dorset.</b>
She said: "It's not the hospital I'm complaining about. It's the system. It's just ridiculous. The NHS is letting us down. I'm sure there's plenty of people in this country who can still type. But evidently it's cheaper to send it all the way to India by email to be typed up and sent back by email.
"It makes no sense at all to me. It may be cheaper, but it has been a nightmare waiting and waiting."<!--QuoteEnd--><!--QuoteEEnd-->
Even I am not happy, they don't understand "NO" and talk too much.
<b>During the last year, several banks and financial service and utility companies have "repatriated" their call centre services to the UK from India. These include Abbey, NatWest, Lloyds TSB, Aviva and Powergen
</b>
...
He said: "All the evidence shows that there are powerful forces pushing companies overseas, the fact that 40 per cent cost savings can be realized by doing that being the top of them.
"But difficulties have emerged in India. There are questions over the quality of service; turnover of staff according to research is about 75 per cent per annum."
Taylor added that while he did not believe that banks would start a wholesale restructuring of their operations, he said that there had been a "segmentation" of them, with premium accounts being dealt with at home, while standard accounts would continue to be dealt with abroad.
.....
However, according to Ann-Marie Stagg, chairwoman of industry body, the Call Centre Management Association, the broad opinion was that overseas operations were still viable.
Meanwhile, a heart patient has criticised the National Health Service (NHS) after her treatment was delayed for months while she waited for her doctor's letter to be typed up in India.
Dorothy Nicol, 64, had an angiogram for a hole in her heart at the end of February. Her consultant at the Southampton General Hospital in Hampshire said he would write to her within a week outlining her treatment.
<b>But the letter was sent to India to be typed up and only arrived back at the hospital two months later. Nicol, from Christchurch, Dorset, is still waiting for her drug treatment to be prescribed while the letter and angiogram pictures are sent to her consultant at the Royal Bournemouth Hospital, in Dorset.</b>
She said: "It's not the hospital I'm complaining about. It's the system. It's just ridiculous. The NHS is letting us down. I'm sure there's plenty of people in this country who can still type. But evidently it's cheaper to send it all the way to India by email to be typed up and sent back by email.
"It makes no sense at all to me. It may be cheaper, but it has been a nightmare waiting and waiting."<!--QuoteEnd--><!--QuoteEEnd-->
Even I am not happy, they don't understand "NO" and talk too much.