I wonder why my previous reply was moderated???? Anyway, Cynic, I will answer your issues one by one:
Maybe you havent (or maybe you have) heard of the term ‘process migration’. It refers to the migration of an entire *IT/Customer-related/business* process. This happens from the UK end and when it happens, training is given by the UK ‘gurus’ to Indian call centre staff.
Have you thought that maybe the Indian staff dont know what switch is, because a) they dont use switch in India; and b) no-body told them???? Why blame only the Indian CC’s, when UK businesses dont care?
And please dont give us the arguement that UK CC’s are better. Having just returned from a 18 month stint in UK (and having worked with one of the North-Easts biggest CC’s) – I know what its all about. Try the CC’s of 2 companies – Compaq and 3.
There has to some merit in HSBC’s top boss’s statement – where he said that HSBC’s Indian CC staff outperformed their UK counterparts.
Why should we be ashamed of globalisation? Isnt that what capitalism and free market economics are all about? (btw, it does help customers by bringing down costs….savings which the companies pass on to their customers.)
As for your last statement – ‘let’s keep personal comments out of the argument’ – I want to reproduce what you said in your very first post – This place is full of idiots looking for a free ride.