13 Sep '17, 7am

SingPost admits to using India call centres

“SingPost currently outsources some of its call centre operations to India. We use a knowledge-based management system to store all relevant information to questions SingPost customers may have, and monitor interactions between our customers and our customer care representatives, including weekly quality assurance checks and quarterly audits on-site. The information is updated regularly. We’ve spoken to our service provider about Mr Humphreys’ experience, and unfortunately the customer care representative was unfamiliar with the system. While Mr Humphreys was able to see the human side of the situation, we have flagged this to the call centre, and will continue to work with them to review protocols to ensure our customers get better assistance from our hotline.”

Full article: https://mothership.sg/2017/09/singpost-admits-to-using-in...

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