Humans in the loop, what a to-do!

A lesson this week for all those who have been seduced by the offer of technological wizardry, reduced costs and quality customer care. It appears that we as a nation are not happy with talking to people in remote corners of the world about our insurance claims. The classic conversation between the three hard of hearing old ladies takes on a new slant, “Is it windy?”, “No, dear I think it’s Thursday”, “Oh yes, I’d love a cup of tea”. Many Call centre customers it would seem no doubt relate to this after a chat with someone at a non UK call centre.

Companies eager to benefit from the lower wage costs and a highly educated and motivated workforce flock to India. Only for many of them now to come home to the UK with their heads bowed. Yes, the technology was fine, Manchester to Mumbai in the flick of a switch if only we could understand what was being said at the other end of the phone it would have been great.

The rapid embrace of technology is not always going to give you the results you expect because you have one strange thing in the equation: human beings.