Indian BPO operators boost outsourcing
The trait of most Indians to be polite, courteous and understanding has boosted outsourcing from major British companies and renowned banks like HSBC, reports Vijay Dutt.india Updated: Jul 29, 2008 23:12 IST
The trait of most Indians to be polite, courteous and understanding has boosted outsourcing from major British companies and renowned banks like HSBC.
The image of debt collectors being hoodlums in disguise and resorting to violence, snatching of everything from TV sets to mobiles and driving away cars of the debtors has been over-shadowed by the courteous call centre operators.
“Anybody calling up to chase a six-year-old bill is going to have a difficult conversation,” said Brandon Black, the chief executive of Encore Capital Group, a company based in San Diego that according to reports employs hundreds of Indian collectors and plans to increase staff by 50 per cent this year. “But Indians don’t engage in confrontation. They are very polite, very respectful, they don’t raise their voice. This works.”
Many British banks which have outsourced to India, have been using the Indian call centres for some time now to remind credit card holders when they miss a payment.
But now with reports of greater success of the Indian operators in persuading debtors to pay up, sources said that the outsourcing by other financial institutions could increase manifold. Since the economic crunch, the mortgage and cards payments are increasingly being missed, Britain’s growing band of defaulters will in receive more calls from Indian call-centres.
Mark Hughes, of the investment bank Sun Trust Robinson Humphrey, told the Times, “People dislike rude collectors and I don’t think Indians fall into that category. Outsourcing to India will increase.”