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(BBC)   British power company creates 450 jobs by closing its call center in India and onshoring the jobs back home, saying it is "not prepared to achieve savings at the risk or expense of customer satisfaction"   (news.bbc.co.uk) divider line 170
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5765 clicks; posted to Main » on 15 Jun 2006 at 8:02 PM (8 years ago)   |  Favorite    |   share:  Share on Twitter share via Email Share on Facebook   more»



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2006-06-15 07:18:22 PM
I wish we had an English flag hero tag.
 
2006-06-15 07:26:14 PM
Jeff: I wish we had an English flag hero tag.

If they're heroes, they can be honorary Americans I guess...
 
2006-06-15 07:40:25 PM
Admit it, India. You just couldn't master Cockney.
 
2006-06-15 07:42:17 PM
Jeff: I wish we had an English flag hero tag.

But heroes are only from America!

This company must be run by people who immigrated due to their love for British tea.

Yes, that must be the case.
 
2006-06-15 07:50:54 PM
But the firm said it was "not prepared to achieve savings at the risk or expense of customer satisfaction".

That statement is just....beautiful.

Can we tattoo that on the foreheads of some CEOs? Or engrave it on a plaque and bolt it to their faces?
 
2006-06-15 07:57:17 PM
Um, where was the call center before it was outsourced to India? I think the net job creation here may be pretty close to zero.
 
2006-06-15 08:05:29 PM
Um, where was the call center before it was outsourced to India?

Exactly what I came in here to say. Sounds like someone was getting complaints, and they found that the bottom line would be better if the jobs went back home.
 
2006-06-15 08:06:09 PM
I hate to say it, but I think that was a dumb move. A company's loyalty is to its stockholders, and anything that drives costs down is good for stockholders.

This company did something good for their customers, and good for their country, but bad for business.
 
2006-06-15 08:06:32 PM
Too bad the new employees are Indians.
 
2006-06-15 08:07:57 PM
The implication is that a British company can provide satisfactory service locally? Bollox. Speak to any British utility or bank over the phone for three minutes. You'll understand why guns are so heavily regulated there.
 
2006-06-15 08:08:56 PM
But the firm said it was "not prepared to achieve savings at the risk or expense of customer satisfaction".

Unfortunately I'm not prepared to pay more for the same product when I can get it cheaper elsewhere. Good day!

/But since it's the power company, I guess I'm stuck.
 
2006-06-15 08:10:15 PM
That's a rational business decision you dumb twats. They had absolutely no problem using foreign labour when they thought that it would result in cost savings, and ceteris paribus would hold. Now they have found that the Indian staff are not sufficient substitutes, and they are employing English staff again as presumably they see the value of lost customer satisfaction as greater than the cost savings.

It has nothing to do with retarded populist complete farking ignorance of economics and mind-bogglingly stupid nationalism, it is a simple business decision.
 
2006-06-15 08:10:35 PM
mtman900 [TotalFark]
"Exactly what I came in here to say. Sounds like someone was getting complaints, and they found that the bottom line would be better if the jobs went back home."


Dammit, that's my line. It had to be about the money. And I heard not too long ago that wages in India were rising high enough, that companies were thinking about outsourcing their India jobs to Bangladesh ...

 
2006-06-15 08:11:07 PM
I hate to say it, but I think that was a dumb move. A company's loyalty is to its stockholders, and anything that drives costs down is good for stockholders.

This company did something good for their customers, and good for their country, but bad for business.


errr, not if the disgruntled customers could take their business elsewhere.

/don't know if energy regulation is as fooked up there as it is here...
 
2006-06-15 08:11:25 PM
But the firm said it was "not prepared to achieve savings at the risk or expense of customer satisfaction".

How refreshing, but they will still probably hand the task over to people who are not allowed to deviate from a script or some troubleshooting tree that is written in Java.
 
2006-06-15 08:11:26 PM
Put him in the curry!

/Daleks
/drops cane while bending over to pick up false teeth. "Get off my lawn!
 
2006-06-15 08:12:22 PM
Before handing out the hero medal, think this over.
It's a power company, who are they competing with?
 
2006-06-15 08:12:36 PM
Who Cares?

Just below this is a story about a women with packets of cocaine in her vagina.
 
2006-06-15 08:12:44 PM
Dammit. I know xenophobic jingoistic nationalism when I see it. Soon Britian will be Nazi Germany!

Racists!
 
2006-06-15 08:12:44 PM
I, for one, have no problem hearing an indian accent when I call some call center. I work at a company where there are tons of people from many different countries, and if I complained that someone had an accent, I'd get fired. Guess what, just be patient and if you can't understand, simply ask them to repeat themselves. It's not hard to live through life one you realize that people are different and that's not a bad thing.

/btw, the Brits are the last people I thought would be annoyed at Indian accents
 
2006-06-15 08:13:00 PM
"errr, not if the disgruntled customers could take their business elsewhere."

Firstly, it's a power company, so I doubt that was an option. Secondly, I doubt that the amount of lost business would be more than the cost savings of cheaper labor.
 
2006-06-15 08:13:08 PM
anything that drives costs down is good for stockholders.

What a bunch of crap. How about they just stop delivering the power then?
 
2006-06-15 08:13:23 PM
Nobodyn0se: Why worry about the business if your kvecthing customers are taking their business elsewhere?

/wish more companies here would do that.
//If you're going to outsource, outsource to Canada...PLEASE.
///Comcast does that mostly.
 
2006-06-15 08:14:06 PM
EatHam, respectfully, I hope you can understand why those among us we wish to honour will not be associated with the stars and stripes.

www.donovanrittenbach.com
www.fctp.co.uk
indymedia.all2all.org
www.vialls.com
voanews.com
upload.wikimedia.org
 
2006-06-15 08:14:45 PM
They keep this up, we'll never be able to have villians in movies with beautiful brittish accents.

/they'll all be from Connetexas.
 
2006-06-15 08:16:37 PM
I bet the phone convos went like:

Indian guy:Hi my name is Steve(it's really Abhimanyu) how can I help?

English guy: I'm 'avin' a problem wif me electricity. The thumb-suckin' power can't get garn.

Indian guy: Excuse me sir but could you say that again.

English guy: Can ya fix me blimey electricity?

Indian guy: Allow me to transfer you to someone that can help.

English guy: Ya currant ban of a bizzich, can't even fix me bloomin' blimey electricity.

*hang up*
 
2006-06-15 08:18:05 PM
Dammit. I know xenophobic jingoistic nationalism when I see it. Soon Britian will be Nazi Germany!

Racists


Well that power company in wholly owned by a German firm.
 
2006-06-15 08:18:31 PM
There are lots of studies that suggest that many companies are not realizing the savings they thought they would get by outsourcing services to countries like India. The problem now is that those who made the decisions cannot admit their mistakes. Each story like this (and their have been several recently) makes it more likely other companies will reevaluate their situation and how much, if any, they are actually saving.
 
2006-06-15 08:18:44 PM
A company's loyalty is to its stockholders...

By that rationale, American steel, chemical, and oil companies in the mid-1930's were doing the right thing when they sold strategic materials to the Japanese, who promptly used them to make weapons and munitions for killing America's allies in China (along with the American volunteers fighting there.)
A company's first responsibility is to be a good citizen, Nobodyn0se--no matter what they're telling you in business school.

rags
 
2006-06-15 08:18:53 PM
Hey, 250 years of American mistakes doesn't even begin to compare to waht England has done over the years, so shut up.
 
2006-06-15 08:19:08 PM
I think more companies are starting to clue in to the fact that they alienate customers by sending their service calls to somebody in India speaking broken English.

A couple days ago I had to call Visa to change the address on a credit card. I had to spell "Seattle Washington" to the guy. It's bad enough to have to spell out Seattle, but then had the custormer rep. ask you, "What state?". Then, I had to listen to the same guy try to hard sell me on taking out a cash advance, in broken English. It all felt like a bad skit from a comedy TV show.

/Nothing against India, etc.
//I just don't want all my customer service calls going there.
 
2006-06-15 08:20:20 PM
LegacyDL that's only fair if I can use my impression of an American.

*coughs*

"WOW! WHAT A NEAT SUV! I WILL BUY IT WITH MY CREDIT CARD!"
 
2006-06-15 08:20:42 PM
Hello, my name is Arjun. GOOO YANKEES!! How can I help you?
 
2006-06-15 08:21:03 PM
LegacyDL

You might want to stop watching Mary Poppins now.
 
2006-06-15 08:21:45 PM
Well said Muggen!

"It has nothing to do with retarded populist complete farking ignorance of economics and mind-bogglingly stupid nationalism, it is a simple business decision."

Glad to see Fark isn't completely dominated by Farking moran wannabe Hitlers.

Its simply a matter of accent - most brits are only used to speaking to other brits.
 
2006-06-15 08:24:08 PM
Dave L - that's an outrageous assertion given that 90% of brits have travelled abroad while 80% of statsians don't have a farking passport.
 
2006-06-15 08:25:03 PM
Fancy a cuppa?
 
2006-06-15 08:26:39 PM
Wankers.
 
2006-06-15 08:28:31 PM
I hate to say it, but I think that was a dumb move. A company's loyalty is to its stockholders, and anything that drives costs down is good for stockholders.

Not necessarily. Driving down costs is great, if it also doesn't drive away customers.

Too many businesses forget the "support" side of the bargain. Phone a company's sales line, and you get answered almost straight away. Phone the support line, and you get into a queue to speak to "Bob" the clueless gimp.

It's classic management consultant thinking: Support costs money and makes nothing, therefore cut support. Except that people remember how crummy your support was next time, and don't buy from you again.
 
2006-06-15 08:28:43 PM
uh oh.. looks like some of you are going to have to get off the dole and actually work..
 
2006-06-15 08:29:09 PM
Easy for you to say Gavino. It's a 12 hour drive in any direction just to see the light of another state.

/Don't mess with Texas
 
2006-06-15 08:30:35 PM
Before handing out the hero medal, think this over.
It's a power company, who are they competing with?


Motherfarking Amish
 
2006-06-15 08:30:39 PM
it would be nice if the CEO and other head honchos of corporations could feel what it is like to be obligated to endure thier BS...it would be nice if the average citizen could get the politicians attention so effectively...
 
2006-06-15 08:31:36 PM
Gavino, maybe, but britain is a lot closer to "abroad" than anyplace is to the us.

pulling stats out of your ass is fun. 78% of them are, you know.

=)
 
2006-06-15 08:32:13 PM
i mean what emb003 said.
im slow...
 
2006-06-15 08:33:24 PM
Jeff: I wish we had an English flag hero tag.
Well, we could still consider the US as still part of the Commonwealth in some way.

/runs
 
2006-06-15 08:33:39 PM
emb003 - if you don't mind getting wet.
kennydra - dude, your retarded, you actually have borders. We don't.
 
2006-06-15 08:34:22 PM
India would do better with these jobs adding to the ranks of their growing middle class. Britain will just employ 350 more people happy with low-class mediocrity rather than retraining, developing new skills or opening their own business. This isn't a victory for Britain or India as much as it is for public relations.
 
2006-06-15 08:35:59 PM
thats it. I am switching my power account to this company. Where are they again?
 
2006-06-15 08:36:49 PM
Gavino - I'm sure you meant "you're"

/why, yes I did.
 
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