If Americans don’t prefer talking to a customer service agent which turns out to be an Indian on the other side then don’t worry as the feeling is mutual. Even Indians are not willing to talk to Americans as top companies from India are becoming choosy with regards to work outsourced from European and U.S. MNCs as they have started to discover that call centers now cannot provide them good returns.



Indian call center agents don’t prefer dealing with frustrated customers who are sick of poor service and the Indian companies tend to put blame on the abysmally low prices offered by their clients which in turn brings down the quality of service offered. Indian companies have now started turning down call center contracts and are opting for greener pastures in the form of outsourcing payrolls, mortgages and insurance claims.



This simply does not mean that India would refuse call center work but there have been instances where companies have turned down call center work. For e.g. TCS refused a client offering just call center work, Satyam has only 35 percent of its BPO employees engaged in call centers which is down from the earlier figure of 60 percent and earlier even EXL had cancelled a contract with Dell because of money it was losing on the deal to name a few.



Certainly it seems that call centers are losing prominence in the Indian outsourcing scenario. It makes me wonder whether the days of call centers in India are numbered.