Outsourcing is a emotional subject as many of us have been touched bu it in a very personal way.
The two most common themes I have read so far is
1) Names being changed ( westernized )
2) Most of the people answering the phones are too dumb and don't know what they are talking about.
Well there are several reasons that I think may be behind them
For Names:
1) Indian names are difficult to pronounce and to make the customers feel comfortable, they choose names that they are familiar with. The same practice is applied in EU also where call centers going to Bulgaria, Romania or other countries try to keep neutral names
2) Second many people get ticked off when they realized their calls are going to some place outside the US. many of these people have a wrong sense of patriotism or are being protectionists.
The second part about most of them being dumb
1) Most of the call center employees are young freshers. They don't have too much experience and they are forced to learn and follow a script.
2) They may be providing adequate support for majority of the customers. If a very highly technical person say from /. where to be on the other side of the phone call, I can understand the frustration.
3) Finally the language of technology is universal even, if you happen to get hold of some support person who is technical enough and you would be able to converse setting aside all other differences.
So says an Indian who goes by Rocky.
