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Outsourcing with a Smile

Julia Finch writes on Gaurdian UK - In India, it’s service with a compulsory smile

“Mr Armishaw is keen to distance himself from comments by the bank’s former chief executive Sir Keith Whitson, who caused a furore when he said that Indian and Chinese workers were better dressed, more numerate, enthusiastic and efficient than their UK counterparts. Mr Armishaw’s arguments in favour of outsourcing start and end with cost, so long as there is no compromise in quality. “There isn’t. The error rate is seven in every 10,000 calls in the UK and India.”

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