5 comments on “On the reputation of the Daily Mail

  1. Roger:

    Many U.S. firms have also outsourced call-answering functions to India (and to the Philippines as well). It’s a mixed bag, in my view. There are some who speak English of an entirely understandable variety, though accented, others who speak grammatically correct English but with such heavy accents that they’re understandable only with great difficulty, and some whose speech is so poor that it’s only with difficulty that it can be recognized as English.

    But thirty yeras ago, my company did quite a bit of businbess through Bank of America’s main office in SF. We actually had to transfer all our business to another CA bank because of the horrendous difficulty in understanding those (U.S.-based) foreign speakers of what they thought was English (and they were from many different countries). I understand that some McDonald’s locations have actually outsourced their ordering function to India (though I couldn’t claim to have experienced it). My phone and Internet company (Verizon) outsources some customer (technical) calls to India and my experience has been that they’re every bit as responsive and effective in solving problems of the computer-illiterate as the domestic brand (when you call, you never know which you’re going to get.)

  2. Given that Indian call centre operators are probably better educated, better spoken and more switched on than their British counterparts, I suspect Barclays have gotten this one arse about face.

  3. “Given that Indian call centre operators are probably better educated, better spoken and more switched on than their British counterparts, I suspect Barclays have gotten this one arse about face.”

    That’s the second racist fool on this blog today I’m seeing. There must be a nest somewhere round here…

    I don’t see a problem with Barclays deciding to offer their customers that cost them money (instead of bringing some in) a cheaper service, in fact, I’m amazed that they bother with offering a loss making service at all for the local paupers — it’s a bank, not the DHSS.

    And Barclays would be far better off closing such accounts, because all this does is push up prices for their other customers.

  4. I’ve been a Barclays customer for years, and by and large their customer service is worse than useless. It would be fine if they did nothing, but instead they fuck something up and then tell you they can’t unfuck it, e.g. cancel your ATM card for no reason and then whine that they can’t uncancel it, but they can’t send you a new one either because you live in Russia. Thanks!

    Indians, Brits, it makes no difference if the person on the end of the phone is not allowed to make any decision or take any action other than read information off a screen which you already have and answer every query with “Sorry, we can’t do that!”

    I’ve since moved to RBSI, who are miles better than Barclays thus far.

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