Comments on: The world is flat and invisible children… http://onelife.voxtropolis.com/2006/04/24/the-world-is-flat-and-invisible-children/ Thu, 08 Jan 2009 02:57:44 +0000 http://wordpress.org/?v=2.3.3 By: Sam. http://onelife.voxtropolis.com/2006/04/24/the-world-is-flat-and-invisible-children/#comment-158 Sam. Thu, 04 May 2006 11:52:20 +0000 http://onelife.voxtropolis.com/2006/04/24/the-world-is-flat-and-invisible-children/#comment-158 I know what you mean. Having said that, there is defintely a dislike here in the UK of the way banks in particular have shifted so much to India. And whilst the author talked about lots of people learning the American/English accent, many people struggle to understand the people they are speaking to. This obviously causes frustration. My mother-in-law had some big problems trying to sort out an insurance claim where the call centre was based in India too. The claim required knowledge of the English road system which the person in India clearly didn't have. And the ability to handle claims seemed to be entirely script based with no ability to handle problems which didn't fit onto the script. I can see the benefit of moving much of this work overseas, but I think it is going to be a huge challenge maintaining good customer service. Already there are some banks now advertising on the fact that they <i>don't</i> have overseas call centres, as people like talking to people who they feel truly understands things. And whilst being overseas doesn't matter in a lot of instances, there are many others where it makes a real difference and can lead to very poor customer service. I know what you mean. Having said that, there is defintely a dislike here in the UK of the way banks in particular have shifted so much to India. And whilst the author talked about lots of people learning the American/English accent, many people struggle to understand the people they are speaking to. This obviously causes frustration.

My mother-in-law had some big problems trying to sort out an insurance claim where the call centre was based in India too. The claim required knowledge of the English road system which the person in India clearly didn’t have. And the ability to handle claims seemed to be entirely script based with no ability to handle problems which didn’t fit onto the script.

I can see the benefit of moving much of this work overseas, but I think it is going to be a huge challenge maintaining good customer service. Already there are some banks now advertising on the fact that they don’t have overseas call centres, as people like talking to people who they feel truly understands things. And whilst being overseas doesn’t matter in a lot of instances, there are many others where it makes a real difference and can lead to very poor customer service.

]]> By: Lon http://onelife.voxtropolis.com/2006/04/24/the-world-is-flat-and-invisible-children/#comment-157 Lon Thu, 04 May 2006 11:11:44 +0000 http://onelife.voxtropolis.com/2006/04/24/the-world-is-flat-and-invisible-children/#comment-157 I just finished chapter one as well. I like the bit on 'homesourcing'. And getting off the phone recently with customer service from India, I've noticed it's changed the way I interact / fell about them, after gaining some insight into their efforts into the call-center world. I just finished chapter one as well. I like the bit on ‘homesourcing’. And getting off the phone recently with customer service from India, I’ve noticed it’s changed the way I interact / fell about them, after gaining some insight into their efforts into the call-center world.

]]> By: Sam. http://onelife.voxtropolis.com/2006/04/24/the-world-is-flat-and-invisible-children/#comment-156 Sam. Tue, 02 May 2006 11:24:12 +0000 http://onelife.voxtropolis.com/2006/04/24/the-world-is-flat-and-invisible-children/#comment-156 I just came accross The World is Flat in a random bookshop at the weekend and picked up a copy. Just on chapter one so far, but i'm really enjoying it. I'll keep you posted...and let me know more of your thoughts too. I just came accross The World is Flat in a random bookshop at the weekend and picked up a copy. Just on chapter one so far, but i’m really enjoying it. I’ll keep you posted…and let me know more of your thoughts too.

]]> By: Sam. http://onelife.voxtropolis.com/2006/04/24/the-world-is-flat-and-invisible-children/#comment-155 Sam. Thu, 27 Apr 2006 17:33:35 +0000 http://onelife.voxtropolis.com/2006/04/24/the-world-is-flat-and-invisible-children/#comment-155 Yep! A week in Newport Beach for holiday and then a week of training with the International Mentoring Network that incorporates Origins. Can't wait. Shame you can't be there as it would have been good to meet. Maybe next year! Yep! A week in Newport Beach for holiday and then a week of training with the International Mentoring Network that incorporates Origins. Can’t wait. Shame you can’t be there as it would have been good to meet. Maybe next year!

]]> By: onelife http://onelife.voxtropolis.com/2006/04/24/the-world-is-flat-and-invisible-children/#comment-154 onelife Thu, 27 Apr 2006 16:42:48 +0000 http://onelife.voxtropolis.com/2006/04/24/the-world-is-flat-and-invisible-children/#comment-154 Let me guess Sam, you're heading to California next month for Origins aren't you? I'm so jealous. Who needs books when you've got an experience like that coming up! Seriously though, the vox community might want to look into "world is flat" as the updated edition now talks about how with a level playing field, bloggers are becoming the creators of content and culture. Let me guess Sam, you’re heading to California next month for Origins aren’t you? I’m so jealous. Who needs books when you’ve got an experience like that coming up!

Seriously though, the vox community might want to look into “world is flat” as the updated edition now talks about how with a level playing field, bloggers are becoming the creators of content and culture.

]]> By: Sam. http://onelife.voxtropolis.com/2006/04/24/the-world-is-flat-and-invisible-children/#comment-153 Sam. Tue, 25 Apr 2006 11:42:12 +0000 http://onelife.voxtropolis.com/2006/04/24/the-world-is-flat-and-invisible-children/#comment-153 I've kept coming accross this book lately. I'm in need to a few books for my two weeks in California next month so I might just include that as one of them. I’ve kept coming accross this book lately. I’m in need to a few books for my two weeks in California next month so I might just include that as one of them.

]]> By: onelife http://onelife.voxtropolis.com/2006/04/24/the-world-is-flat-and-invisible-children/#comment-152 onelife Tue, 25 Apr 2006 11:39:20 +0000 http://onelife.voxtropolis.com/2006/04/24/the-world-is-flat-and-invisible-children/#comment-152 Hey there, we can definitely do that. maybe over at the vox bookclub? I just realized I have the first edition, and there's a newer expanded edition out now though. and the Corporation is excellent. One of the best documentaries I've seen. I thought everyone heard of it, but turns out it's Canadian made, so might not have got all the promotions it should have. Hey there, we can definitely do that. maybe over at the vox bookclub? I just realized I have the first edition, and there’s a newer expanded edition out now though.

and the Corporation is excellent. One of the best documentaries I’ve seen. I thought everyone heard of it, but turns out it’s Canadian made, so might not have got all the promotions it should have.

]]> By: bricksmom http://onelife.voxtropolis.com/2006/04/24/the-world-is-flat-and-invisible-children/#comment-151 bricksmom Mon, 24 Apr 2006 14:51:05 +0000 http://onelife.voxtropolis.com/2006/04/24/the-world-is-flat-and-invisible-children/#comment-151 I just got The World is Flat this past Friday, at the recommendation of a friend....looking forward to digging in - maybe we can dialogue some more as we go. I haven't heard of "The Corporation" but I'll check it out. V. I just got The World is Flat this past Friday, at the recommendation of a friend….looking forward to digging in - maybe we can dialogue some more as we go.

I haven’t heard of “The Corporation” but I’ll check it out.

V.

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