http://blogs.doublepositive.com/2007/07/25/british-firms-use-domestic-call-centers-in-marketing-as-key-differentiator-catch-crap-for-it/ The Art of Leads and Lead Generation Sat, 31 Jul 2010 13:21:35 +0000 http://wordpress.org/?v=2.6.2 http://blogs.doublepositive.com/2007/07/25/british-firms-use-domestic-call-centers-in-marketing-as-key-differentiator-catch-crap-for-it/#comment-2941 John W. Thu, 26 Jul 2007 17:17:17 +0000 http://blogs.doublepositive.com/2007/07/25/british-firms-use-domestic-call-centers-in-marketing-as-key-differentiator-catch-crap-for-it/#comment-2941 I'm a Brit living in the USA, and I have been on the receiving end of many call-centre calls originated outside the UK. I've also experienced the same thing over here. Biggest problem for me (and my American wife) is that while the caller may speak English, it's very often highly accented and difficult to understand. Plus they usually speak from a script, even when they're giving technical support, and the result is confusion, exasperation, and high blood pressure. As an example, try the Hewlett Packard technical support people - who may be in India, Southern America, or the Philippines. I did - several times - which is why I've now got a Canon multi-function printer, and will never EVER buy another Hewlett Packard product. Canon have all their call centres in the US, by the way. I talked to one of their tech staff, who said that Canon had thought it over, and decided not to place call centres outside the US, even if the running costs were higher,and it's proved to be a very good corporate decision. I’m a Brit living in the USA, and I have been on the receiving end of many call-centre calls originated outside the UK. I’ve also experienced the same thing over here. Biggest problem for me (and my American wife) is that while the caller may speak English, it’s very often highly accented and difficult to understand. Plus they usually speak from a script, even when they’re giving technical support, and the result is confusion, exasperation, and high blood pressure. As an example, try the Hewlett Packard technical support people - who may be in India, Southern America, or the Philippines. I did - several times - which is why I’ve now got a Canon multi-function printer, and will never EVER buy another Hewlett Packard product. Canon have all their call centres in the US, by the way. I talked to one of their tech staff, who said that Canon had thought it over, and decided not to place call centres outside the US, even if the running costs were higher,and it’s proved to be a very good corporate decision.

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