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terryb · 27-04-2008, 01:55

firstly im sorry to hear about the job losses, truly a very sad occassion especially given the talent and skills they are clearly throwing away.
being ex telewest staff myself i know exactly how you feel.

Ive no problem with foreign call centres, however, ive learnt that the first a main part of customer service is being able to clearly communicate both ways with your customer.
Its very frustrating trying to discuss any problem when the other party is reading from a script as more often than not your query strays from that script and then the problems start.

that said, yesterday i had to call up as my broadband had gone down and the operator was actually very good, so theyre not all bad, i guess it does depend who you get.
The previous occassion was not so positive, after being asked several times if i wanted to pay my bill, and several attempts of saying, no ive got a technical problem i then asked if i could speak to someone who spoke better english, i was promptly cut off........

that wasnt the first time, ive had many a fun time trying to speak to sky and made to feel racist because i wanted to speak to an english call centre.

Like people have said on here it does seem a major cost cutting excercise with very short sited goals. ultimately if customers cant even communicate with the company they pay good money to then they will simply go elsewhere.

Ive held back so many times from ringing up tech support for just that reason and naturally its me thats lost out because ive had no service and really didnt want to jump through hoops to get the problem sorted. (i`'ll pass the soap box onto the next person now)

once again, sorry to hear your news guys. im sure youll have no problems finding other positions.

27-04-2008, 01:55	#40
terryb Inactive Join Date: Feb 2008 Location: Sheffield Services: 20 meg bb, 2xstb and phone line. Posts: 13	Re: More redundancies firstly im sorry to hear about the job losses, truly a very sad occassion especially given the talent and skills they are clearly throwing away. being ex telewest staff myself i know exactly how you feel. Ive no problem with foreign call centres, however, ive learnt that the first a main part of customer service is being able to clearly communicate both ways with your customer. Its very frustrating trying to discuss any problem when the other party is reading from a script as more often than not your query strays from that script and then the problems start. that said, yesterday i had to call up as my broadband had gone down and the operator was actually very good, so theyre not all bad, i guess it does depend who you get. The previous occassion was not so positive, after being asked several times if i wanted to pay my bill, and several attempts of saying, no ive got a technical problem i then asked if i could speak to someone who spoke better english, i was promptly cut off........ that wasnt the first time, ive had many a fun time trying to speak to sky and made to feel racist because i wanted to speak to an english call centre. Like people have said on here it does seem a major cost cutting excercise with very short sited goals. ultimately if customers cant even communicate with the company they pay good money to then they will simply go elsewhere. Ive held back so many times from ringing up tech support for just that reason and naturally its me thats lost out because ive had no service and really didnt want to jump through hoops to get the problem sorted. (i`'ll pass the soap box onto the next person now) once again, sorry to hear your news guys. im sure youll have no problems finding other positions.