Tarry for the Nonce

September 29, 2005

A Shrinking World

Filed under: News — lmwalker @ 2:30 pm

Are emergency calls being routed to Indian call centers too?

Until last week, Madhavi Patel came to work each evening at a western India call center, put on her headset and American accent and spent the night taking calls from Americans about their credit cards. Then, Hurricane Rita happened.

The call center, run by Effective Teleservices of Lufkin, Texas, set up a hot line for victims of the hurricane, and Patel and more than 240 of her colleagues began long days and nights fielding thousands of calls from frantic, scared people affected by the storm half a world away . . .

In recent years, hundreds of Western companies have cut costs by farming out software development, engineering design and call center work to countries where workers are paid considerably less than their counterparts in the United States and Europe.

India is the undisputed king of outsourcing, receiving about 40 percent of the business _ a fact that has sown resentment in the United States and western Europe.


1 Comment

  1. Well, at least they’re not outsourcing to China.

    India’s a corrupt republic, which, IMHO, I’d prefer to support over a corrupt communist state.

    The worst thing is… I dealt with one of our SAs yesterday, and his email address indicated he was in India. This is a very similar job to what I used to do.

    The funny thing was…it took him about 20 minutes to understand what I was trying to get him to do, and I was typing the commands into a chat for him.

    So there’s still hope ;o)

    Comment by Andrew P. — September 29, 2005 @ 2:47 pm

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