most likely, callers would tend to speak to an on-shore rep if they got to speak to an indian. unlike filipinos, they can’t even notice that they are speaking with someone with a different race. most of the time, callers would think that they are speaking with a Cali because most filipinos tend to have a Cali accent.

Sir with all due respect I don’t think you know what you are talking about, I’ve been in your country and you people are dumb ass with regards to technology. You complain that we Filipinos does not know what we are talking about, but you guys does not even know how to use the machines you are purchasing, so wise guy stop being so racist, look who’s working on the jobs you guys does not want, because you dumb guys does not now and is too lazy to do hardwork….

Anyway, I hate what’s happening with this call center thing today. Some companies accept people who are still in high school, where young people are supposedly should finish their education. That’s a bad sign, to expose young people to an adult environment.

Thye stereotypical job for Indians is in fact operating a 7/11 store.

Indian Telemarketer: Herddo?

Victim: Hello

Indian Telemarketer: Dhish issh Steve (Bullshit Western Name)calling vhor(Company Name). Vee belif you may vee intreshted in vun of our produ-

Victim: SHUT THE FUCK UP AND SHOVE THIS PISSING PHONE UP YOUR ASS YOU DIRTY SON OF A BITCH.

-Hang Up-

As you can see, Indian telemarketers only understand swearing, abuse and violence. That is why they make good slaves.

Another typical job for Indian citizens is the production of bats for cricket. Rather than train and get better at playing the sport, in hope of one day rivalling Australia in skill, Indians prefer to suck up to the countries more developed, powerful and altogether better by making them bats. Of course, this theory is rubbish, nobody will ever trust Indians.

Also get most of their money with car insurance, by faking neck injuries when the cops come near the car smashed up like a granny was driving it.

The final stereotypical job for indians is technology support for electronics companies such as Microsoft. Instead of giving fully educated people from the philippines, canada or puerto ricans employment they deserve, Microsoft have decided to give their jobs to low wage, unlearned and basically starving Indians who will “surely” know how to operate a PC when the whole country could not afford one without Live Aid.

Indians should realise that they are handicapped by their strong accents when conversing with westerners – Filipinos do not experience this problem as their accent is almost identical to the American accent.

I give it five years for competition to play things out to breaking point and then see what happens. Improve or fall victim to the ‘next Philipines’ as there is always another country waiting to take that mantle.

So, I could keep this up all day. Why? Because I know what I am talking about. Why? Because I have been in positions to evaluate service levels of these outsourced contact centres and their Service Level Agreements for companies outside of New Zealand. I also believe that those companies represented by these centres would have great issues with service level agreements. I am ITIL certified and have the experience to back it up. I would love to do this same study for these NZ companies, but don’t have the time. I’ve even fished for other outsourcing companies names to see if anyone would mention a company that I do know well, but no one has.

I will say this though. There are some precious jewells in amoungst the garbage at these contact centres. People with great experience and awesome communication skills. These people are highly skilled and can deliver results. These reps are to be commended. I salute them. They are the minority however. I hope that these reps get an opportunity to advance and perhaps leave their home countries for higher paid work in other countries. I know that these people would succeed. The same applies to any contact centre, local or offshore, there are good and bad reps everywhere. The problem is when basic communication and language skills lack, this can not be made up for by any high level of tech skill. However, a good communicator would be able to make up for minor tech skill lacking by gathering the correct information and obtaining the help of support staff. There is always room to learn.

Problem is that the NZ consumers are stuffed either way. With one company you get answered in the Philipines, another in India, and another in Egypt. The customer ends up switching service providers to find the contact centre that has the least amount of pitiful service. The best that most companies can hope for is that people don’t need to call.

The skills are not the issue. These contact centres handle really low level tier one stuff. We have all the skills to handle this type of work but can’t compete on price. Tier 2 and more advanced work is where NZ is lacking in IT as our highest skilled people go offshore to other countries to earn more money (I know, I did this) and return later on to settle down having already moved beyond these support and lower level management roles. NZ does this work, there is no way that this would ever be trusted to these offshore contact centres. If so called better skills in the Philipines and India were the reason for the contact points being in these countries then this picture would have been turned on its head and NZers would be the tier one grunts sweating it out for the peanut salaries. But that is not the case.

It’s all about $$$$$

The pioneers ORIGINALLY outsourced to companies providing these services through DOMESTIC call centres. These companies then, to cut costs, took the contact centres off shore. The quality has suffered, this is a known fact, however contracts bind these companies to the outsoured contact centres for the time being.

“That means we are providing quality service.”

That means that the NZ companies are guilty of being shortsighted in contractual agreements and now have to live with things the way they are.

“You need to re-evaluate your english listening skill if you dont understand.”

No, it’s that the people in the Contact Centres DON’T UNDERSTAND and that is what they are PAID for. We can understand perfectly that THEY are not understanding what is being communicated to them. These people are being PAID to communicate with NATIVE English speakers. And don’t even begin to try and tell me that Filipinos can communicate on that same level…. some can… but the GREAT MAJORITY can not. It’s butchered bastardised English at best.

“The reason is most of the eglish speaking countries can communicate with us.”

And laugh their asses off after they’re through on the phone and have to get someone else to sort out the mess that these contact centres create.

““Nailing dow to wall!!”- Good joke my friend.”

What I said was “…nail you to the wall on it” and I am most certainly not your friend. Perhaps you should practice your English a little more before I rip it to bits because some of it is pretty laughable.

Now, can you please post something that doesn’t prove my point on sub standard levels of English as your argument hasn’t helped at all nor has your obvious lack of comprehension on anything that I’ve written. Or are you perhaps another proud patriot that can’t get to grips with the fact that your country gets the contracts not on service but on price?

You are obviously lacking in any real experience in dealing with these contact centres as a customer. And why would you, you don’t live here.

Ah, but I do know Indians, Filipinos, Chinese, Taiwanese, Malasians etc that DO live here and DO agree 100% with all of the opinions that I have stated. Actually, they are the ones that speak out the loudest regarding the poor service and shocking language skills. Some of them gave up on English ONLY TO FIND that the service was poor no matter what the language. So, unless you can speak from that kind of experience, well, you’d probably be better to keep quiet.

It’s put up or shut up time.

“Nailing dow to wall!!”- Good joke my friend.

Price and price alone. Companies are unable to compete with the labour costs in Asian countries. It’s either move offshore or die trying to compete.

“Why companies outsourcing more and more services to Asia?”

See above.

“We charge only the right price for the services.”

The right price is at YOUR pricing, not ours. It may be good profit at YOUR end, but at our end it’s really cheap labour. Your kidding yourself if you believe it’s about quality of service, that is beyond a joke.

Why Citi group needs an Asian CEO for its rescue mission?

Because he was perhaps the most qualified and experienced. We are not talking about a CEO here. This is not even on topic. We are talking about Contact Centre service – these people are not even on the same scale as Citi Groups CEO. We’re not talking about race here either. My wife is Asian and so are my kids. I spent most of my adult life in Asia. I’ve got no problem with Asia. I love Asia.

“Why Pepsi required an Asian (born and grew up in Asia) for rescue?”

Again read the above…. Way off topic.

“We are not just following your management and we are redefining the Management and Corporate Ethics.”

I think you will find that the Management and Corporate Ethics, measurement tools, and proceedures that are used are actually globally on the uptake and are nothing new or innovative, just repackaged for a different culture. The majority do not find their origins in Asia. But this also has nothing to do with the service being delivered in the Contact Centres as they are still poor.

“How come the an Asian company is the largest Iron company in the world?”

Don’t have an answer for that, but then I don’t have that information. Good on them. BUT again, WHAT has that got to do with the topic OR any of my statements. ….. NOTHING.

“Why the Western companies hiring more and more Tech professionals from Asia?”

These are at a more skilled level than those in the contact centres and hopefully have a better command of English or don’t require their communication skills. That being said, many of my Asian friends are tech professionals and doing well here. Again, very little to do with the contact centres.

“Recent Example Cisco CTO. One of the world biggest Telephone companies is led by an Asian.”

Again, a suitably qualified person. Percentage wise it should be expected that some of the top companies in the world would be headed by Asians. Do I really need to list ALL of the companies in the world that are successful and NOT headed up by an Asian? Please stay on topic.

“I guess Mr. Kiwi is speaking from his past Mind Set. You must see the current and future Architectures of the world. The Industry growth in Asian countries testify my statesment.”

Rubbish. None of your statements testify to anything on the topic. Every statement you have made IS OFF TOPIC and relates to business in general or the successes of the few. We are talking about Contact Centres here. We are talking about the ability of these contact centres to deliver the service expected by the customer.

I don’t dispute your statements for the most part, but I think that you are looking through a very Asian biased viewpoint.

Don’t bother to answer with anything that is not related to the topic because I assure you that I will nail you to the wall on it.