Prahlad Rao | September 22, 2015
BT is to stop using Indian call centres. This could be just any other news item. But the news says more about India’s education system than closure one business unit.
BT is closing its call centre because its customers have been complaining of poor customer service with the call centre staff unable to sort out basic problems. The BT customers have made it clear they would rather talk to a UK-based adviser when dealing with queries or faults.
Since 2003 the telecoms giant which has more than 10 million customers in the UK has used call centres in Bengalure and Delhi to supplement its UK operations.
Then why suddenly the telecom giant is going away from India? In digital age a company cannot afford to displease its customers. An angry customer has a choice to opt for another service provider or can spread their bitter experience over the internet. Both are damaging for the company.
A company has to employ qualified staff at every level of operations. But if any of you had a misfortune of talking to your telecom service provider, the discomfort of BT customer could be understood. The call centre employee can hardly be trusted to first understand the query or the problem before even resolving the issue. They do not have language skill or patience to learn SOPs (standard operating procedure) of the subject they are handling.
If Indian call centre staff cannot solve basic problem of BT customer, the company has every reason to leave the shores of India.
The sunrise industry of IT services or the outsourcing industry suffers from under qualified and poorly trained staff. They are also paid very badly as the recent survey says.
Poor pay, poor education and lack of commitment are going affect Indian IT services industry and rightly so Infosys founder NR Narayana Murthy has been lamenting on the unemployable graduates coming out of our educational institutions.
Before many BT type of companies leave, the policy makers need to work on something to arrest this.
The skill development initiative of the Modi government is one solution that is available for immediate remedy. Use it properly.
In a competition organised by the Ministry of Housing and Urban Affairs (MoHUA), Pune, Pimpri-Chinchwad, Nagpur and Aurangabad from Maharashtra are among the 11 cities selected for scaling up their pilot projects and creating permanent public infrastructure. #Streets4People Challenge was org
The three Navy personnel who succumbed to injuries caused by an explosion on board Indian Navy`s destroyer ship INS Ranvir have been identified as Krishan Kumar MCPO (master petty chief officer)I, Surinder Kumar MCPO II & AK Singh MCPO II. In a condolence message, Admiral R Hari Kumar s
Oxfam India has this week released ‘India Supplement 2022’ with deserving caption ‘inequality kills’. The supplement discusses India’s governance structures that promote the accumulation of wealth by a few, while failing to provide safety netsto the rest of the population. The
After the oxygen crisis faced during the second wave of Covid-19, the BrihanMumbai municipal corporation (BMC) has now set up its own medical oxygen cylinder recharge projects. On Tuesday, guardian minister Aditya Thackeray launched two of the BMC’s new medical oxygen cylinders r
The world’s ten richest men more than doubled their fortunes from $700 billion to $1.5 trillion (at a rate of $15,000 per second or $1.3 billion a day) during the first two years of a pandemic while the incomes of 99 percent of humanity fall and over 160 million more people forced into poverty. A new
The Vistadome coaches on Central Railways have received an overwhelming response from passengers. Not only have they boosted tourism and registered an occupancy of 20,407 passengers but also clocked revenue of Rs.2.38 crore between October and December 2021. The CSMT-Madgaon-CSMT Jansh