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Re: India is the un-China, says Time
de harmony 06/21/2006 10:51
give the hindus a little time to catch up on the accents. they are trying
hard and learning every day. it seems they get the american accents quite
well. the funny brit accent can be a problem - even for the brits: the
murphy's law originated in britain, which says no matter how clearly you
explain people will misunderstand you.
<usenet@mantra.com6Lgyp9 or www.mantra.com/jai (Dr. Jai Maharaj)> wrote in
message news:20060621K6MoJnc7Lt4q6Lgyp9Dbynu@X9x0g...
> In article <wYqdnUHzr67hFgTZRVny1Q@bt.com>,
> "Maynard Man" <mighty@hammers.co.uk> posted:
>>
>> www.mantra.com/jai (Dr. Jai Maharaj) posted:
>>
>> > In article <1150828732.007804.218190@u72g2000cwu.googlegroups.com>,
>> > "mbl*" <mbplee@gmail.com> posted:
>>
>> >> Let us look at just the "Telephone Answering Service". No one took
>> >> into
>> >> consideration whether a bright young Indian telephone operator would
>> >> easily understand a broad Yorkshireman or a Scotsman who has never
>> >> travelled out of Glasgow all his life with their heavy regional
>> >> accent.
>> >> Or vice versa, whether, these men could understand the accent of a
>> >> young Indian who spoke like everyone else from their village? Or
>> >> whether the Indian operator understood English colloqialisms or
>> >> diction
>> >> not normally used in India? The use of diction, varies with regions,
>> >> and pronounciations also vary a great deal. Then there is the
>> >> geography, and the references to local shops, that are by-words in
>> >> England but never heard of in India. Like, the "chippy", or "Boots",
>> >> or"visionexpress", or "MnS", or "Natwest", or "bt", or "2 quids
>> >> worth", or "surgery", or "will it be a Chinese or Indian?"and so many
>> >> phrases in common use here that makes no sense over there. So
>> >> naturally
>> >> there is complete frustration, and that leads to mistrust and
>> >> suspicions. Would you dare make a bank transfer when you are not sure
>> >> if you were properly understood?
>> >>
>> >> So The sponsor company management did not understand what was the real
>> >> spoken English usuage in India, and the Indian manager assumed that
>> >> there would be no problems, that could not be surmounted. This has led
>> >> to a completely fiasco of that outsourced Telephone Answering Service.
>> >> That is just one example of lack of understand of one another.
>> >
>> > You have to realize something: a lot of companies simply don't
>> > want voice contact with their customers. For them the accent
>> > difference works wonders. Jai Maharaj
>>
>> The use of outsourced Telephone Srvice and call ceantres in India is
>> actually a problem. The accent, not the use of the English language, is
>> very
>> difficult to understand. The accent difference is without doubt a
>> hinderence, and some companies are experiencing a loss of customers due
>> to
>> this. They also have a different type of character which affects the
>> communication between the two way conversation. Some companies, Dell for
>> instance, offer a premium service where instead of getting a robot in
>> India
>> reading from a que card you get straight through to someone in your own
>> country who you can discuss the problem with properly.
>> Basically, India is the cheap option...
>
> I wonder how many customers are actually being "lost" due
> to the differences in accent. But as far as inexpensive
> options are concerned, saving money is as much a corporate
> priority as it is a personal one. One also has to strike a
> balance between customer satisfaction through better products
> and customer satisfaction through better customer support. The
> former is really the key to the latter.
>
> Jai Maharaj
> http://tinyurl.com/a5ljc
> http://www.mantra.com/jai
> Om Shanti