Quote:
Originally Posted by Russ
It depends on what you define as 'better'.
In all honesty I have more confidence in an agent's ability to assist with my enquiry/fault if they are UK based. It would seem that the majority of Asian (Indian, Filipino etc) callcentre staff work from scripts. This makes it very difficult to get a straightforward answer out of them if what you're asking is not on their script, it's often like talking to a robot.
In these countries they tend to have a hard and loyal work ethic (not a bad thing in itself) which means they feel that rigidly sticking to company policy is the right thing to do, thereby 'serving' their employer. This is entirely the wrong attitude. They are there to serve the customer.
They don't understand this sort of culture that we expect in this country. UK callcentre staff tend to be far more willing to 'bend' the rules, use discretion or use basic common sense to help a customer.
On that basis I am of the opinion that UK callcentres are better than offshore ones.
Of course if your understanding of being 'better' is based on tech knowledge then that's a different subject but bear in mind that not all callcentres are for tech support.
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When I worked on Telewest TV/Telco faults many moons ago, I would always say to the customer that I was on their side and would do my best to get the result they needed/deserved. I'd often go the extra mile to get things sorted, especially around number ports!
If I promised a call-back at 6pm, you got that call-back!
