At the end of the lineNext time you

At the end of the line
Next time you phone a call centre, your customer service adviser
could be talking to you from India. Helen Taylor looks at how
companies are increasingly farming out their operations abroad,
all in the name of cost cutting.

The chief executive of HSBC bank, Sir
Keith Whitson, caused uproar
recently when he said he would
rather use call centre workers in
10
India
than those in Britain. He
claimed that workers in Asia are
smartly dressed,
enthusiastic, more
efficient and are often graduates. Of
course, he may also have been
persuaded by the fact
that wages
15
in India are about £4 a day, which is
more like the hourly rate over here.
B
The bank already has 3,100 call
centre staff in Asia answering calls
20
from British customers, and it
expects to increase that to 4,500 by
the end of the year. With wages so
low, the additional cost of
redirecting phone calls to India is
easily met. And
2
5
HSBC isn't the only company to be
looking East. British Airways,
Zurich Insurance, GE and others
have all sent their call centre services
overseas.
C
The public service
workers' union,
UNISON,
30
is concerned by Thames Water's
recent decision to export its call
centre services, probably to India, in
an attempt to reduce its overall
costs. The company plans to cut 150
35
jobs initially, adding that a possible
1,000 staff could be affected in some
wa
y in the future. 'The proposal to
transfer these jobs out of the UK is
very worrying indeed,' said
40
UNISON
regional officer, Ron
Harley. 'This is a slap in the face for
our members who have worked
tirelessly to improve services to
customers over many ye
ars.'
45
D
Reality, a part of the GUS retail
chain, also came into conflict with
British staff over plans to move
some of its operations to India. More
than 80% of USDAW members at

Результаты (русский) 1:

At the end of the lineNext time you phone a call centre, your customer service advisercould be talking to you from India. Helen Taylor looks at howcompanies are increasingly farming out their operations abroad,all in the name of cost cutting.The chief executive of HSBC bank, SirKeith Whitson, caused uproarrecently when he said he wouldrather use call centre workers in10Indiathan those in Britain. Heclaimed that workers in Asia aresmartly dressed,enthusiastic, moreefficient and are often graduates. Ofcourse, he may also have beenpersuaded by the factthat wages15in India are about £4 a day, which ismore like the hourly rate over here.BThe bank already has 3,100 callcentre staff in Asia answering calls20from British customers, and itexpects to increase that to 4,500 bythe end of the year. With wages solow, the additional cost ofredirecting phone calls to India iseasily met. And25HSBC isn't the only company to belooking East. British Airways,Zurich Insurance, GE and othershave all sent their call centre servicesoverseas.CThe public serviceworkers' union,UNISON,30is concerned by Thames Water'srecent decision to export its callcentre services, probably to India, inan attempt to reduce its overallcosts. The company plans to cut 15035jobs initially, adding that a possible1,000 staff could be affected in someway in the future. 'The proposal totransfer these jobs out of the UK isvery worrying indeed,' said40УНИСОНРегиональный сотрудник, РонХарли. ' Это пощечина дляНаши члены, которые работалинеустанно для улучшения услуг дляклиентов за многие yeARS.»45DРеальности, частью ГАС розничнойцепь, также вступил в конфликт сБританские сотрудники планы переехатьНекоторые из своих операций в Индию. Болееболее 80% членов ЮСДАВ на

Результаты (русский) 3:

В конце линии
следующего телефона телефонный центр, обслуживание клиентов советник
может быть вы из Индии. Хелен Тейлор надеется на то, как
компании все чаще сельскохозяйственных операций за рубежом,
все во имя снижения расходов.ветровому руководителем банка, г-н Председатель
Кит Whitson, причиной обрушения
совсем недавно, когда он говорит, что он будет
а использовать работников центра в
10
Индии
В Великобритании. Он
заявил, что работники в Азии
нарядно одеты,
энтузиазмом, более
эффективной и часто выпускников. От
курс, он может также были
убедили в том
что заработная плата
15
в Индии около 4 фунтов стерлингов в день, что является
бы на почасовую ставку здесь.
B
банк уже 3 100 вызов
сотрудникам центра в Азии ответ на вызовы
20
с британских клиентов,