MphasiS Must Deal With American Hostility -Convergys Agrees

MphasiS is dealing with American hostility is a huge call center in Mangalore India.

He does it by NOT talking to his customers. South Indians have a very strong, sometimes unintelligible accent to people who start sentences with "Gee" and insert "like" after every third word.

69% of Americans say they probably won’t do business with a company after a bad call center experience.  What does that mean for me when 69% of the call centers I have dealt with were bad. And those were NOT overseas call centers. 69% x 69%.

So, how do they handle customers by NOT talking to them?

They chat with them. According to a survey conducted by Convergys 72% of US customers claim they would rather use automated voice systems of the web than speak to a foreign agent.

Well I AM NOT ONE OF THEM. Give me a real person, and if they can’t speak English, I’ll teach them how.

At any rate, I prefer a live person – someone who will respond to me in real time even if they are on the other side of the world.

How about you?