June 13, 2006
Communication Dilemma with Indian Call Center Workers
It is a well-known fact that India has become the hot destination of outsourcing business. India and its efficient workers stand high on the global arena. When the outsourcing industry grew further, companies tried to adopt the Western culture and accent and trained their workers to use American and British accents while speaking to customers. However, that perception has witnessed a sea change now. Outsourcing managers are urging Indian call center employees to use direct communication instead of using fake Western accents. Indian workers always become extremely polite and humble while talking to clients or bosses. According to analysts, that may not go well with the customers who are based in the US.
As the opposition to outsourcing jobs to low-wage countries is waning now, companies are trying to get workers to improve the projects, which is a change from the traditional way of completing a simple assignment. While handling back office work, Indian workers are being encouraged to suggest options to improve software programs or simplify procedures. Indian workers are told to take notes and observe customer behavior so that they can report trends and patterns to clients.
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