Though outsourcing call center services has been around for years, Australia just started to jump into the bandwagon. The news that I’ve been reading for the past few months have always shown Australian companies being apprehensive on contracting their centers to another country.
Westpac Bank assured their shareholders that their call centers are safe and promised only staff based in their country will answer their calls. ANZ as well has told the press that their customer records are held securely onshore and will remain as such. It seems that these have been centered on financial institutions.
But, there are back office services that have been moved to India and the Philippines. Most are related to IT activities. Transactions on the back end have been successful and it is expected to expand in the next few years.
Though there are several major companies that have contracted both outbound and inbound services. It has also proven to be successful and found that offshore agents have adapted well in their culture.
Call centers are found in every nook in the world and having to find Bhutan makes me happy that the industry is expanding.
Bhutanese students are selected to undergo call center training in India every year. They go through language courses focusing on grammar, pronunciation, and accent neutralization. As expected, they go through the same geography lessons that one has to learn when working in an outsourced center. Once they graduate, some have returned to India to pursue a call center career. Some are known to work when they are on vacation. Like any other job, some never go back stating that there was no time for personal activities due to its working environment.
I can sense that you’re been wondering where Bhutan is located. The kingdom is situated in between China and India. It is one of the most isolated nations in the world and considered as one of the places to find the Himalayan Buddhist culture.