Common Call Center Misunderstandings

Common Call Center Misunderstandings

After calling Indian call centers, many people email us to say “You won’t believe what I just heard!” Most of these problems can be chocked up to cultural differences or inexperienced agents who have yet to master the nuances of conversational English. Our call center tipster explains:

When there’s a problem, it’s usually just a misunderstanding, or a cultural thing. Phrases that are used in India, but not the US, that make a customer think the agent is being rude. Or the agent still in an “Indian customer service mindset”. (When dealing with Indian customers it’s all about getting right to the answer, completely ignoring any attempt to make the call personal. Also, to avoid confrontation. Even if they know something’s gonna take 3 months, they always say ’2-3 days’ Believe it or not, that’s how people like their service here).

Urine Year-end statements, and the story of “Mr. and Mrs. Hymen,” after the jump…