Confessions of a Wino

The fully loaded cost of employing a call centre agent in the UK is about £20 to £25k per annus horribilis.  Off-shoring to India typically cuts the cost per head to £8 to £12k.  Many argue that the quality is not as high, and that cultural divisions make the customer experience a bit dodgy.  I think that if the process is simple, and the off-shore agent has proper access to the company’s computer systems then there is a place for off-shoring simple human contact processes.  However, like everyone else in the UK I can tell numerous tales of horrific experiences, trying to get through to “Dave” at my local Indian call centre.

According to a straw poll of my wine rack, the average price of a bottle of New Zealand Sauvignon Blanc is about £10 but this Indian one from Sula Vineyards, Nashik Estate was only £7.49.  Does this cost advantage represent a simple process done with cheaper labour, or a quality Hammer House of Horror?

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Does size matter?  The dreaded question that haunts 90% of men (but never seems to concern the fairer sex), obviously played on the mind of Mohammad Iqbal Tabassum in 2001 when he bought a former Providence Congregational Church to turn it into an Indian restaurant.

The Aakash, which claims to be, and almost certainly is, the largest Indian restaurant in the world, occupying, as it does, a large parcel of land in Cleckheaton, a small town in West Yorkshire.

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