What kind of quality issues do you perceive with call centres in India?
It stands to reason that direct contact work will suffer due to language, cultural and geographical reasons. Back-office processing and data management, however, does not suffer from the same constraints. One of the most important aspects of our campaign is explaining that offshoring is not merely an issue of call centre work. Any job can be exported. Experience has shown that any deviation from a call centre script leads to a breakdown in communications causing anger and frustration. An Amicus survey has shown that there is also a perception amongst the public, rightly or wrongly, that services will suffer. Over 70 per cent believed that services would suffer and that there was insufficient training and knowledge to pursue queries satisfactorily. What kind of political support has Amicus found in the UK for its stand against outsourcing to India? We have the support of Labour MPs who are members of Amicus in Westminster, the Scottish Parliament and the European Parliament. On the whol
