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Filed under: what are they thinking?
Wednesday, December 06, 2006
This just in from India, sacred homeland of the outsourced call center--they're thinking of banning some types of voip internet phone service. You have got to be kidding. I mean, voip is the very technology that allowed stateside companies to pack up their expensive customer service departments and surreptitiously migrate them, in massive, v-shaped formations, to that mysterious land of spicy curry and Bollywood superstars.
Coincidentally, the customer service reps still have names that are right out of Middle America, but I'm not buying it. Call me cynical, but it's hard to believe that "Sally," with that beautifully syncopated Indian accent, is a) a native born English speaker, b) sitting in a windowless call center in Idaho, and c) has parents who saddled her with a name so foreign that she keeps forgetting what it is.
Humorous pronunciation aside, Indian call centers have come a long way, from merely approximating the stunningly ineffective homegrown call centers we've all grown up with, to providing actual, realtime solutions to consumers' problems. Come on guys, what gives?
You created a wildly successful industry which, admittedly, had some rough patches at first, but it's finally starting to mature. And now you're turning your backs on the very thing that makes it work, because you're not getting a big enough piece of the pie? Taxing the industry...that I can understand; throttling the underlying technology...not so much.
