Business Services Industry
Wipro loses Capital One over quality concerns
Business Asia, April, 2004
US-based Capital One Financial Services has discontinued use of Indian-based Wipro Spectramind's telemarketing services, citing a fall in quality of service in a move which is being touted as an "I told you so" by unions opposed to offshore call centres.
The outbound telemarketing services for all of Capital One's credit card operations was being handled by Wipro Spectramind at its Navi Mumbai centre, where agents handling the project reportedly did not conform to Wipro's and the US firm's standards and practices. The Fortune 500 firm continues to outsource inbound calls with Wipro Spectramind but that too is under review.
COPYRIGHT 2004 First Charlton Communications Pty Ltd.
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