Lawyers have spoken out following the recent release of a report commissioned by the UK's Department of Trade and Industy (DTI), which suggested that clients of firms which outsource back office functions to other countries may receive a less satisfactory service.
The report, compiled by research firm ContactBabel, concluded that:
"A UK caller will tend to spend longer on the phone with an Indian agent but have less chance of getting their issue resolved first time."
However, speaking to the Law Gazette, Steven Chernikeeff, operational services head at law firm Allen & Overy (which outsourced its document production department to India in 2003) commented:
"I don't think outsourcing has any effect on our face to the world; indeed if anything our clients give us positive feedback about it."
Meeanwhile, Milan Zala, former City lawyer, and head of a professional services outsourcing company in India, stressed the need to choose an organisation appropriate to the needs of the business in question.
"There are call centres which offer basic packages and do not know how law firms operate, but we are specialised," she explained.
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