Indian call centers talking to each other

Say you are a doctor trying to collect payment from Blue Cross. You employ an offshore call center to do your collections. Your guy in India phones Blue Cross, which also employs offshore call centers to process payments. The call is patched back to India. Presto! Two call centers are yakking with each other on your nickel.

Picture two sari-clad women walking into a Bangalore office building each day, saying, “Morning Ralph. Morning Sam.” They sit with headsets in adjacent cubicles, arguing about American medical payments — with each other — for 8 hours. “Good night Ralph. Good night Sam.” Repeat for 40 years.

Adam Smith works in mysterious ways.

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