India Call Center Experience

Ok, so I had a problem with the blower on my car. Actually, the blower was fine, it was some sort of transistor that controls the blower that broke. So I had no heat and I had to get that fixed. Well, I didn’t really plan for that expense of course and didn’t know how much it would cost (it didn’t cost as much as I thought it might, thank God) but I thought I’d see about getting a small credit increase on a credit card in case I needed it, so I called Capital One.

I got someone on the other end that spoke pretty good English. I pictured someone here in the US that maybe came from another country. So they fooled me up to that point. And then I explained my situation more and asked a question. The answer I got back was totally scripted because it did not answer my question at all. So I asked it again and said it a little differently, trying to get a better response and yet I got the same, exact response back, which was cryptic and totally useless.

So I point blank just asked the guy if he could help me or not. I got my answer, which was a no (but with more, scripted words) and I hung up frustrated. You might as well just give me the automated system if talking to a real person goes like that.

So I’m all for working with a local company that listens and tries to work with their customers. If I would need to do this again, I’m just going to drive on over to my credit union. They’ve ALWAYS helped me when I needed it because those people live here and see me face to face.

This remote call center thing may work for a while, but I think it’ll someday disappear and those jobs will come back here. Once one big company out there realizes that customer service is more important than saving a rupee, they’ll have all the customers they could ever want because everyone will also want that over saving a buck. Just watch.

The funny part is, I’ve got a company that uses India. The difference is, we give real customer service and I hope we always do.