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?
In a previous blog I wrote that Mphasis dealt with American Hostility. Now, I think Mphasis doesn’t care. Electronic Data Systems Corp. offered $380 million to purchase 52% of the company. Now that!, makes me angry. The past month alone,…
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