What is it when you call a business with a problem, you always seem to get a person that doesn't understand English very well or has such a heavy accent, you can't understand them? Why are these people hired anyway?
by 
debodun
ANSWERS: 4
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They're most likely in another country where they can pay them 4 cents a day and eliminate another job in America.
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Most of these call centers a located in other countries (I think India is the largest). It’s far cheaper for many companied to outsource this service. I am finding, however, there may be a trend to bring those jobs back home. The first of the year HP canceled their contract with their foreign provider and opened a call center here (I think in Texas). I hope others follow suit.
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"Criticisms of call centres generally follow a number of common themes: From Callers: - operators working from a script. - non-expert operators (call screening). - incompetent or untrained operators incapable of processing customers' requests effectively. - overseas location, with language and accent problems. - automated queuing systems. This sometimes results in excessively long hold times - complaints that departments of companies do not engage in communication with one another. - deceit over location of call centre (such as allocating overseas workers false English names)" Source and further information: http://en.wikipedia.org/wiki/Call_center#Criticism_of_call_centres Whether they are located in your country or in a non English speaking country, it will be easier to find people who accept to make the job for the price among foreigners.
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It is becoming a too common practice for many companies. It is really hard when you are trying to get technical assistance and you can't understand the "expert" or their command of the English language is so poor that they dont understand what you are asking of them. As customers/consumers, we must complain, in writing, to companies and let them know that this method of outsourcing customer service/technical support is unacceptable. Until they hear from enough customers, they won't change a thing.
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