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Passage to India

CALL CENTRES

I have been an IFA for 30 years and on the whole most of the changes have made sense and we have all adjusted. One of the later developments is causing us no end of trouble – Indian call centres. A poor phone line from the other side of the world answered by someone ho
does not speak English as a first language means you will have problems. Technical knowledge of insurance products is also essential. Put the two things together and you have no chance.

We have just had a problem with a client. She did not understand some aspects of a product we had supplied to her and rang the insurance company to try to find out what was going on. A lady from a call centre in India answered the phone. She did not know what the client was talking about and the client could not understand what she was saying. Our client then rang our office, out of hours, and left a message asking for the policies to be cancelled. When a broker rings this insurance company, it is answered usually with a British national. When the
client rings, they are shipped off to India.

This is a shoddy trick to save money. A company did try a couple of years back to transfer broker queries to India but the brokers complained and threatened to take their business elsewhere. Why should the client be dealt with in this manner?

JACK MORRIS
Corporate Consultants

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