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Problems for Travel Companies Outsourcing Call Centers to India

Virtual Contact Center

Virtual Contact Center Channel

January 13, 2006

Problems for Travel Companies Outsourcing Call Centers to India

By TMCnet News


(Travel Weekly Via Thomson Dialog NewsEdge) The bubble will burst this year for travel companies outsourcing call centres to India, recruitment chiefs have predicted.

Problems with language, customer service and call handling are forcing companies to think again about using cheap labour for activities such as sales calls.

AA Appointments managing director John Tolmie said: "It makes sense to have back office and ticketing in India if you want low skills and the numbers, but the British public are put off by people trying to sell them something from overseas. You do not get the levels of service you expect. A lot of the call centres are coming back to the UK."

C&M Travel Recruitment sales manager Barbara Kolosinska said she was optimistic the trend for call centres turning their back on India would help UK recruitment. "Call centres are returning from India and this is encouraging," she said.

Argyle Recruitment director Rick White said he had noticed more enquiries about call-centre positions. "Through our Argyle Extra service for junior management we have had companies looking for good people," he said. "There is more interest in call-centre jobs."

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