Quote:
Originally Posted by Nopanic
Maybe that's the problem,
The Indians might be getting,
"Call centre was terrible, but technician was fantastic 10/10"
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Which does not help in the slightest as that can happen as well, they should have separate NPS for technicians and call centres but they go out as one and the customer could give the engineer 10/10but would only give the offshore centre very low scores.
I do not believe that is the only reason for India getting almost perfect scores as above they must be massaged to keep the momentum up for keeping the offshore call centres.
If we sent customers a survey then the majority would say bring call centres back to the UK but that will never happen as the company already knows what kind of result they would get.