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Originally Posted by Mick Fisher
I have absolutely nothing against outsourced support providing they can do the job.
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I have everything against it, especially from support based in Asian countries. I've never spoken to anyone from callcentres there who felt like they truly understood my issues. We have different ways of expressing things and they use words differently too.
When I've had to call them in the past and explained whatever the problem is they usually say "I'll surely look at that for you". Now that in itself isn't a major thing but they're getting the words 'surely' and 'certainly' mixed up but what they say doesn't really make sense, and they take offence when you try to correct them.
Again I stress that getting words like that mixed up isn't a huge thing but it doesn't inspire any confidence in me that they will understand why I'm calling.
Also they seem to stumble over themselves trying to be helpful. Again that's not a bad thing in itself but they seem to try too hard, so hard in fact that it becomes distracting. Everything is "I apologise for the inconvenience". Once when I pointed out to one Indian tech support agent that 'thank you please' didn't make sense, his reply was "I apologise for the inconvenience". I really didn't have the will to inform him that 'thank you please' was not inconveniencing me in any way.
They have this mentality of 'serving their colonial masters' so they are overly-loyal to their employer. This means regardless of the caller's situation, they rigidly stick to the rules and simply will not consider using common sense or discretion where people in UK callcentres often will if it means sorting a customer's problem. They believe they are doing right by serving their employer when in actual fact they should be serving the customer.
I love it when VM claim they are spending 'millions' on training their Asian staff to understand us better when they could be saving 'millions' by just using people that understand us here in the UK.
---------- Post added at 12:59 ---------- Previous post was at 12:57 ----------
Quote:
Originally Posted by spiderplant
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That makes my blood boil - I have no issues with them using whatever nuances works for them in their own country but when they serve us they are to use our ways.
Quote:
Originally Posted by spiderplant
As for the accent - they speak with the accent of the people who teach them, as do we all.
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Again, they should adapt to that of the country they are serving.