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The PIT · 28-02-2009, 15:10

I'm lucky so far I haven't ever got put through to an Indian call centre yet.
However I can understand why these people keep to a script as they will have little knowledge of the product little knowledge of computers and won't have any direct access to someone who does.
Virgin would cease to use these centres if we all had the nerve to ring up and cancel our broadband as the losses would out weigh the savings it's costs to hire script "monkeys". However the British nature is too put up with substandard service and not complain too much as me may offend. Hence Virgin can get away with it.
Ukonline have a call centre in Ireland and did briefly hire some script "monkeys". I had a rare failure from this ISP so rang up and got an Irish bloke who dropped the script straight away as I had done all the trouble shooting. He went away to check things out and said call back in hour if the problem persists. Gave me a reference number. Called back an hour later and got a script monkey. Jesus would he clung to the script like a limpet. The problem he had is that 2nd line support didn't want to talk to any customers and they were telling him to use the script despite a previous call being logged and I was beginning to rather annoyed been asked to do the same checks already done. In the end I said "Listen I need to talk to the 2nd line I know they don't want to take calls and I'm getting rather annoyed with you so you need to pass me through as you're the one getting the flak which isn't right." he passed me through. The problem being very odd didn't get resolved but at least I spoke to someone else who recognised there was a problem. In the end the solution was too leave the modem disconnected for 24 hours and bingo everything fixed itself. The modem carried on working years and I still got it as a spare.

28-02-2009, 15:10	#50
The PIT Inactive Join Date: Jun 2008 Posts: 157	Re: What I've got against VM's Indian callcentre I'm lucky so far I haven't ever got put through to an Indian call centre yet. However I can understand why these people keep to a script as they will have little knowledge of the product little knowledge of computers and won't have any direct access to someone who does. Virgin would cease to use these centres if we all had the nerve to ring up and cancel our broadband as the losses would out weigh the savings it's costs to hire script "monkeys". However the British nature is too put up with substandard service and not complain too much as me may offend. Hence Virgin can get away with it. Ukonline have a call centre in Ireland and did briefly hire some script "monkeys". I had a rare failure from this ISP so rang up and got an Irish bloke who dropped the script straight away as I had done all the trouble shooting. He went away to check things out and said call back in hour if the problem persists. Gave me a reference number. Called back an hour later and got a script monkey. Jesus would he clung to the script like a limpet. The problem he had is that 2nd line support didn't want to talk to any customers and they were telling him to use the script despite a previous call being logged and I was beginning to rather annoyed been asked to do the same checks already done. In the end I said "Listen I need to talk to the 2nd line I know they don't want to take calls and I'm getting rather annoyed with you so you need to pass me through as you're the one getting the flak which isn't right." he passed me through. The problem being very odd didn't get resolved but at least I spoke to someone else who recognised there was a problem. In the end the solution was too leave the modem disconnected for 24 hours and bingo everything fixed itself. The modem carried on working years and I still got it as a spare.