article in the New York Times titled, "Debt Collection Done From India
Appeals to U.S. Agencies."
An excerpt from the article --
"Americans are used to receiving calls from India for insurance claims
and credit card sales. But debt collection represents a growing
business for outsourcing companies, especially as the American economy
slows and its consumers struggle to pay for their purchases.
Armed with a sophisticated automated system that dials tens of
thousands of Americans every hour, and puts confidential information
like Social Security numbers, addresses and credit history at
operators' fingertips, this new breed of collectors is chasing down
late car payments, overdue credit card debt and lapsed installment
loans. Debt collectors in India often cost about one-quarter the price
of their American counterparts, and are often better at the job, debt
collection company executives say.
"India will be the only place we grow this year," said J. Brandon
Black, the chief executive of the Encore Capital Group, a debt
collection company based in San Diego. India is the company's largest
operating area, with about half the company's collection force of more
Although the stereotype of a collector may be "some guy with chains
and a cut-off shirt," Mr. Black said, collectors in India are "very
polite, very respectful, and they don't raise their voice." He added,
"People respond to that."