In a survey which was conducted by NetReflector it was found out that customer were turned off by the agent speaking with an accent which was stated as the number one flaw followed by rudeness, excessive hold time and sales spiels. These answers could have been influenced by the fear of losing jobs to their foreign counterparts but the main reason behind dissatisfaction with call center agents seem to different.



A realistic reason behind this could be the inability of the agent to understand the customer, their problems and generally the foreign agents are ill equipped to handle these situations.



Firms are realizing this flaw and are working towards addressing this issue. Though cultural issues should be taken into consideration while outsourcing operations but the most difficult part is picking up the problems which could be detrimental to outsourcing and just be the symptoms of bigger problems.