[OT] Call centre locations

  • Thread starter SayNoToOverseasCallCentres.com
  • Start date

S

SayNoToOverseasCallCentres.com

Following a recent discussion in one of the UK consumer newsgroups, I
have just launched a new website at
www.saynotooverseascallcentres.com.

The discussion centred on the number of UK companies who are
relocating their call centres and customer services overseas, and the
implications for UK workers and consumers.

The main purpose of the new website is to build an online directory of
call centre locations. The site will also provide an opportunity for
people to share their thoughts on the issues and to generally discuss
their experiences of call centres (either as workers or users).

Hopefully, over time, this site will develop into something that can
help us all to make more informed choices about the companies we
choose to deal with.

Obviously the site is very much in its infancy (i.e. there isn't too
much in the Directory at the moment!), so I am hoping that people will
come along and contribute information to the Directory and join in the
discussion. I would particularly welcome information on the locations
of the call centres of finance and insurance related companies who
operate in the UK (especially as these have generally been at the
forefront of outsourcing)

Of course, some feedback on the functionality and features of the site
would also be welcome. If anybody can help spread the word about this
new site, that would also be very much appreciated.

My thanks go to the newsgroup poster who suggested this domain, and to
www.saynoto0871.com for providing much of the inspiration.

Dave
www.saynotooverseascallcentres.com
 
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A

Aztech

Following a recent discussion in one of the UK consumer newsgroups, I
have just launched a new website at
www.saynotooverseascallcentres.com.

The discussion centred on the number of UK companies who are
relocating their call centres and customer services overseas, and the
implications for UK workers and consumers.
Have you stopped to consider that comparatively expensive workers in UK call
centres may end up costing UK consumers more?
 
M

mo

<SayNoToOverseasCallCentres.com> wrote in message

Natwest have a UK call centre in Southampton, Hampshire

They also have 1 or 2 elsewhere in the country.

Tesco have a few in Scotland (RBS i think)
 
R

Ronald Raygun

Aztech said:
Have you stopped to consider that comparatively expensive workers in UK
call centres may end up costing UK consumers more?
"Comparatively" is double-edged. They may be expensive compared to
overseas workers, but by our standards, call centre workers are not
exactly highly paid, are they? No other jobs to go to, so it's the
dole. They'll get a good bit less on the dole than they did in the
job when they had it, but overall the UK consumer pays more because
the sum of what the overseas worker gets paid and what the now
ex-worker gets on the dole probably exceeds what the ex-worker used
to get paid.

So it's bad for the consumer, bad for Britain, good for the company,
good for the overseas workers and the countries in which they
presumably pay their taxes. It's bad for Britain because buying in
labour is an import which is bad for the balance of payments.
 
S

SayNoToOverseasCallCentres.com

<SayNoToOverseasCallCentres.com> wrote in message

Natwest have a UK call centre in Southampton, Hampshire

They also have 1 or 2 elsewhere in the country.

Tesco have a few in Scotland (RBS i think)
Thanks for the information.
 
T

Tiddy Ogg

Have you stopped to consider that comparatively expensive workers in UK call
centres may end up costing UK consumers more?
And it's surely better to give them jobs than dishing out aid without
any return?
It's not as if those sort of jobs are sought after here.

Tiddy Ogg.
http://www.tiddyogg.co.uk
 
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Aztech

<
"Comparatively" is double-edged. They may be expensive compared to
overseas workers, but by our standards, call centre workers are not
exactly highly paid, are they? No other jobs to go to, so it's the
dole. They'll get a good bit less on the dole than they did in the
job when they had it, but overall the UK consumer pays more because
the sum of what the overseas worker gets paid and what the now
ex-worker gets on the dole probably exceeds what the ex-worker used
to get paid.
In that case it would have been better propping up statist companies rather
than closing factories, mines, shipyards and dropping people on disability.
Despite the added burden there must have been a net gain to the economy in
the longrun.

However, I doubt this applies to call centre workers anyway, the churn rate
for workers in the UK is ridiculously high anyway, people move on to other
jobs in no time.
 
A

Aztech

Tiddy Ogg said:
And it's surely better to give them jobs than dishing out aid without
any return?
Good point, you sound like Brown with his swords into ploughshares.
 
C

Colin Forrester

Aztech said:
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.
 
M

mogga

Have you stopped to consider that comparatively expensive workers in UK call
centres may end up costing UK consumers more?

If a company ever charges you less after shipping jobs abroad please
let me know. They tend to just make more profit.
 
R

Ronald Raygun

Colin said:
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.
 
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Colin Forrester

Ronald said:
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.

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.
 
T

Thom

I think it is more complex. The churn rate is very variable between the
best and worst call centres. The better run call centres realize that
improving conditions, providing appropriate breaks and so on increases
productivity and reduces staff turnover and associated costs.

Similarly the quality and type of work varies a lot. It makes sense to
outsource certain types of jobs (the ones people here aren't prepared
to do) - just as it is foolish to outsource others (e.g., directory
enquiries). It also makes sense for some companies to outsource and not
others (e.g., if you are aiming for quality of service as a
differentiator in the market or if you have a valuable image as a
local/regional company). Done in the right way outsourcing can benefit
us - ISTR that we benefit disproportioantely (for example) from growth
in India because of increased demands for our goods and services and
from inward investment from India. Also, as countries like India become
more wealthy wages rise and their competitive advantage reduces.

We should be punishing companies that provide shoddy services rather
than those that outsource in a way that benefits us as consumers or
shareholders.

Thom
 
M

mogga

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?
 
I

ian.tomes

mogga said:
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.
 
C

Colin Forrester

mogga said:
So its not cheaper to scan the letters in abroad?
Well it might be.

However my bank's CCC is in Leicester. They have to deal with grio
credits and cheque's, letters to my local branch and instructions such
as "delete direct debit to so and so and call us to confirm".

The first two items seem to stay in the UK. The paying in gets done
locally. The letter to my local branch is sent back to the branch as
paper overnight - meaning a letter posted first class to my business
banker takes an extra day for her to read it. Instructions seem to get
scanned, go overseas, are processed by some droid who may or may not
call us back to confirm the action.
 
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Aztech

mogga said:
If a company ever charges you less after shipping jobs abroad please
let me know. They tend to just make more profit.
Surely that's good news for UK shareholders then.
 
C

Chris Blunt

If a company ever charges you less after shipping jobs abroad please
let me know. They tend to just make more profit.
I get the feeling that practically all consumer products are cheaper
now in real terms than they were many years ago when they were made in
the UK. For example, many domestic electrical appliances can now be
bought for the equivalent of a few days average pay, whereas they used
to be considered major purchases barely affordable by many people.

Chris
 
D

Derek ^

I get the feeling that practically all consumer products are cheaper
now in real terms than they were many years ago when they were made in
the UK.
That is the case for products that aren't too expensive to ship.
For example, many domestic electrical appliances can now be
bought for the equivalent of a few days average pay,
Sainbury's had a dvd player on sale over the new year for £17.99,
that's a lot less than 4 hours at mimum wage.
whereas they used
to be considered major purchases barely affordable by many people.
I bought a dvd player for my daughter 5 years ago for £199.

It's good to have access to dirt cheap consumer stuff. But the quality
of a lot of Chinese stuff is absolute crap. I bought a Cheap Chinese
copy of a Dremel tool and it was literally so feeble as to be actually
useless.

Another downside is that our own industry has been destroyed. If
anyone feels that our manufacturing industries deserved it, just think
on, the Chinese are moving into food production. I stumbled across the
website of an enormous Chinese food production company who produce
oranges, orange juice and concentrates. All sized, graded, and quality
assured to international standards.

If they do the same to our food production as they've done to our
manufacturing, wouldn't that leave us a little bit erm er vulnerable ?

DG
 
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Ronald Raygun

Derek said:
Sainbury's had a dvd player on sale over the new year for £17.99,
that's a lot less than 4 hours at mimum wage.
I don't think that's what he had in mind by "domestic electrical
appliances", but was thinking more along the lines of fridges,
cookers, washing machines, &c
 

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