From: ian.tomes@gmail.com
Newsgroups: uk.finance
Subject: Re: Call centre locations
Date: 9 Feb 2006 03:54:39 -0800
   posting-account=gTalSQ0AAAClKf7DPaFkfrkl-PWIXinG


mogga wrote:
> On Thu, 09 Feb 2006 04:04:24 +0000, Colin Forrester
>  wrote:
>
> >Ronald Raygun wrote:
> >> Colin Forrester wrote:
> >>
> >>> Aztech wrote:
> >>>
> >>>> Have you stopped to consider that comparatively expensive workers in UK
> >>>> call centres may end up costing UK consumers more?
> >>> Call centre staff of any flavour seem to cost you more than a letter to
> >>> the organisation is question these days.  I write in almost all cases now.
> >>
> >> Good.
> >>
> >> But imagine all those letter-reading centres.
> >
> >You mean Customer Contact Centres - where they scan the letter in the UK
> >and send the image abroad for action.  This happens with one of my
> >insurance polices and at least some of my banking.
> >
>
> So its not cheaper to scan the letters in abroad?

If you bothered taking the letters abroad there wouldnt really be any
point in scanning them in at all. So it must be cheaper to scan them in
the UK and send the images than physically fly the letters over - not
forgetting the increased chance of lost items and delays.

>
> >Any organisation (UK or off-shore) needs to use "better" staff to read
> >letters from customers than to take calls.  They also need "better"
> >staff to write replies. The audit trail is so much better.
>
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