Principal opened an office in Pune, India a few years ago to outsource some of the basic claims processing and IT application work that needs to happen in our business. The office is growing and the collaboration between our home office and Pune is becoming more important to our success. Pune's success is so important that it justified sending a person from Des Moines over to India for 3-months to help teach them the basics of the retirement industry so that they could better understand what they were processing and working on.
Hearing the story of this person's adventure and time over in India was really amazing. She talked about their culture and how blended it was with the old ways of India and the modernization the West is bringing to the cities.
After her talk, I found this article on msnbc.com about the impact of today's credit crisis on the call centers in India. They've had to adapt their training and approach to dealing with people in America who are at the end of their last penny. I really found a lot of things about this article interesting. The people in India assume more American style names and change their accents to sound more American so that it puts people at ease. They've also updated their training to enlighten those people on the phones about all of the events that have happened recently from the stock crash to the natural disasters. The intention is to help them bond with the person on the other side of the phone.
Simply amazing how the world is connected.
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