Just saw a piece on nzcity.co.nz that TelstraClear is looking into shifting its contact centres overseas to the Philippines also.... What happened to good old Kiwi service provided by Kiwis?
If you want to understand why call centers are inevitably outsourced to developing countries by ISP's I recommend reading this recent blog post by John Linton, CEO of Exetel an medium sized ISP in Australia.
I always cringe when I call Filipino call centres.
In my experience 7/8 times I have had to talk to the floor manager as well as make a complaints via the companies emails to get anything done due to stalling tactics or inability of the staff.
Not to mention the comprehension issues both ways.
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