Ga22ar

I work for a aforementioned telco who are relocating their support/call center platforms out to the far east/india..

The only advice I can give if your in IT is to get into archetecture/design, these roles wont be transferred as these countries dont have the calibre of people/skills to perform at that level.

The type of roles that are being transferred are the typical low level or 1st/2nd line support types that can be performed by anyone with a half decent education and drive.

Of course it doesnt help that these type of roles are generally filled at the mo by staff who dont understand the concepts/principles/technology and expect a rate that doesnt match their abilities..

juan

Actually, having thought about it some more and also heard of one or two friends' experiences with Asian call centres I think its a very bad thing now and I shouldn't have been so blase about it above.

I admire those that are willing to up sticks and move banks because of this. I have various accounts / loans etc. with HSBC and it would be a pain to move. I can't remember the last time I had to call them, which doesn't help push me to engage in this positive action some are considering.

So I have to say that telephone call centre service will not 'probably improve' as I so flippantly said earlier .
It will probably go downhill badly if what I have heard since is anything to go by.

That said I still find some of the Northern call centre peeps hard to understand (and I'm from Sheffield!) but are the whole they're pretty friendly and good (talking generally not HSBC here).

I still doubt I'll go through the inconvenience of moving until I have a bad experience myself though. But I commend those that do.

bigsinky

any wonder they are going down the pan, they are fronting the golf world matchplay.....prize money for winner is £1 million and £400K for runner up. think how many operators wages that would pay.

cheers

big sinky

johnfelstead

Oracle moved most of its support to india 2 years ago. It went from one of the most technically competent support staff who could answer my questions to people who know a lot less about the product that i do. I ended up having to train them over the phone to explain the problem before they would escalate it back to senior support staff in the UK (and their english was poor, very frustrating in a high stress environment). I wasted literally hours/days on critical support issues with busineses that run 24/7 just in time policies.

This is happening in all industries it seems, and sooner or later its going to come back and bite us in the ***.

Many busineses run just in time policies, especially the retail sector, all it takes is a major power out such as they experienced in Canada and we are fooked, but that's another subject.