I Prefer A Nice Customer Service Rep In India Than A Rude Rep In Canada

Although I live in a country called Canada, I understand that I live in a Global Village and I can not stop shifting jobs from here to there within this Global village. This is inevitable and we have to live with this in the age of Globalization.

When I called American Express Customer Service couple of days ago, the static on phone line told me that this call is not being answered in Canada. Out of curiosity, I asked the rep where she was located. She told me that AMEX has two call centres now. One of them is in Markham, Greater Toronto Area and they other one is in Mumbai, India. She has answered my call in Mumbai and she would be glad to resolve my issues. I was surprised to see how smart, polite and helpful a customer service rep from India can be. I have no problem with accent or where the call is being answered – as long as I get my issues resolved and I get fair treatment (and of course, I understand what the person on the other side is saying).

Companies like Bell Canada, Telus have already outsourced call centers in India. As far as I know, Rogers is the only one who has not followed the suit. It would be interesting to see how long Rogers can stay put in Canada and how many more companies will outsource in the future.