For the most part I have never had a problem with call centers based in India. Whenever there seemed to be an issue, I chalked it up to a communication issue. Today, however, is a different story.
I booked a trip on Delta but my frequent flier account is with Continental. The good news is I can earn Continental miles when I fly Delta but I have to call Delta. I call the 800 number and after a ton of voice prompts I get connected to somewhere halfway around the world and am asked all the same questions I just was prompted to answer. I then ask if I can add my Continental number to the reservation. Immediately the guy shuts me down and says I have to call continental. Why would I call them when I'm flying Delta? He wouldn't answer and proceeded to ask if I wanted to know rental car rates at my destination. Oy vey!
I humored him and called Continental. I was connected with a nice person in Houston who told me that I have to call Delta. I totally understand and told them how I was told to call them. I wasn't going to get upset at someone telling me the right info. I called Delta again ready for war. Well after all of the prompts I'm connected with a woman with a southern accent. She didn't ask me any of the info again and took care of what I needed in less than 20 seconds.
My experience wasn't that bad. But, I believe a company that actually cares about their customers would make sure that people wouldn't have to play call center merry-go-round.
Anyone else have bad experiences with outsourced call centers?