While I've been somewhat agnostic on the issue of having on-shore vs. off-shore call centers, an experience five minutes ago may have changed my mind. One of my business credit cards changed aspects of the card and sent me the new card. I called up to get the card switched back. The person who picked up initially was from an off-shore call center in India. She took both my old card and new card information, but clearly didn't understand quite what I was telling her. She then told me literally - "don't worry you can charge above the credit limit on the new card." This was not a topic of discussion and likely it must have come up on her screen.
I considered just canceling the card at that point, but instead asked to speak to someone else. Someone from an on-shore call center got on the phone and fixed the problem within 15 seconds. Literally, they just said... "No problem, Mr. Karrer, I'll change everything back. Just cut up the new card. Is there anything else I can help you with?"
Wow - what a difference.
And if I hadn't pushed, I would have canceled the card and had a bad taste for the several large brands involved (major bank, major airline, major credit card).
That's a pretty steep cost and was an eye-opener for me. I wanted to save this in my blog just so I could remember it when someone asks about on-shore vs. off-shore.
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