[frogstamper]

It seems to me that more and more UK companies are bringing back their CS call centres to the UK, in fact companies like Saga are now using "UK call centers" as a selling point in their advertising.
What I'm sure looked good on paper to some bean counter looking at saving a few quid, has on the whole been a failure, VM employee's I have spoken to have told me that complaints about the Indian call center are one of the biggest beefs customers have.
In fact VM are well aware how unpopular these call centers are, so much so that they launched a campaign over Christmas showing employee's in India being retrained, along with the comment that overseas call centers needn't be second rate, unfortunately in my opinion they invariably are.
Most VM customers rarely have to call CS but on occasion when they do its generally with a problem, now even the most tolerant customer starts to despair when for the 20th time you have to repeat, "I'm sorry can you say that again please", especially when its obvious that the person is reading from a pre-scripted list of responses, the fact he/she has been doing this all day and every day becomes apparent when the response becomes faster and faster, ending in the classic, "can you please repeat that please", this nightmare merry-go-round can become soul destroying.
As Russ says the sheer elation at getting someone in the UK who can diagnose and generally fix your problem is palpable, at this point I'd like to add that on a number of occasions on getting through to the UK call center I've received excellent service from British Indians, its not a case about being "anti-Indian" its simply expecting to understand and be understood by the person your talking too, not to much to ask is it.?
Come on VM, make your customers happy and bring back CS to the UK.