Pat’s Point of View

Isn’t it a bit strange that ANZ responds to accusations that it uses call centres in India by saying it’s not a call centre it’s a “technology centre employing 1,400 Indian workers, with the majority in software development jobs”? Ahh hello, how is that better?

I think I’d prefer the call centre jobs were offshore, rather than the technology jobs. From the point of view of an ANZ customer (which I am) this doesn’t fill me with confidence that technology and security are being handled well, and from the point of view of an Australian worker I’m not happy that these jobs are being taken away from our workforce.

Sure, it could be because Australian workers are overpaid and lazy (surely not in the IT industry?!) and that corporations such as banks can make huge profits from sending development offshore, but that’s not the point :)

And of course it is annoying when you get overseas call centre operators, but if I had to choose I’d rather they didn’t get the technical jobs.

What next, we outsource ASIO to Madagascar?

See what people are blogging about: offshoring, call center

This entry was posted on Tuesday, October 10th, 2006 at 5:23 pm and is filed under Ramblings. If you enjoyed this post, you might also like to leave a comment or follow @patrickkennedy on Twitter.

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About the author

Patrick Kennedy is a user experience strategist and design researcher based in Sydney Australia. He leads research activities that improve the user experience of cross-channel products and services; helping both designers and business decision makers in bringing those products and services to fruition. Read more.