Lost in translation

Having read the Indian outsourcing article (PB, January 2005) with interest, I asked three of my staff to also read the article and provide me with their opinions.

These opinions contrasted markedly with those expressed in the article, especially on the claims side. It was felt that the diction from the ladies was reasonable, but it can be very difficult to understand what the men are saying and there is generally little confidence in what the majority were telling us.

In our opinion, their major problem lies in the fact that the vocabulary is insufficient and that they encounter problems with our accents even though they are not 'broad' ones. We tend to have to use our own knowledge/experience to lead them to the correct answer.

I think the insurance companies need to get feedback from broker staff who have to put up with call centres rather than listen to opinions from senior management at insurers' or brokers' offices. My staff will objectively provide direct feedback if asked.

Chris Fort, Partner, Harry Fort Insurance Brokers.