Asian Call centres for all queries now?

gooner4life · 14-12-2006, 13:30

I've just had to call NTL 7 times to pay my bill and I still havent managed to get it done.

3 times the call has ended with a beeping tone and a message saying "the other person cleared"

3 times I got through to what sounded like an asian call centre, the people answering the call spoke in very broken english, and then informed me that there systems were down.

This last time im still holding, after what appeared to be an asian call centre AGAIN i was informed that the systems are down but they could transfer me to a call centre who's systems were working, I accepted but asked why they are answering calls at all if the systems are down? what's the point?

NTL ARE A JOKE!

lostandconfused · 14-12-2006, 13:54

payments and some bill queries are dealt with by India although CS in Uk can still take payments, it depends what you select on the IVR before you go through.

Ive brought up the fact that you still have to take calls even if your systems are down, its just stupid, i suppose you could still answer general queries and if its just down temporarily you can keep details such as packgae change and do it when it comes back up, but most people call up and need the person on the other end to actually have info about their account,
i agree it is ridculous

gooner4life · 14-12-2006, 14:11

I genuinely thought that it was only technical support that had been farmed out to India.

That's the final nail in the coffin for me, I will no longer be using NTL for my television, telephone or broadband services.

checker · 14-12-2006, 15:45

Quote:

Originally Posted by gooner4life

I've just had to call NTL 7 times to pay my bill and I still havent managed to get it done.

3 times the call has ended with a beeping tone and a message saying "the other person cleared"

3 times I got through to what sounded like an asian call centre, the people answering the call spoke in very broken english, and then informed me that there systems were down.

This last time im still holding, after what appeared to be an asian call centre AGAIN i was informed that the systems are down but they could transfer me to a call centre who's systems were working, I accepted but asked why they are answering calls at all if the systems are down? what's the point?

NTL ARE A JOKE!

Having lost my job twice to asian call centre's you have my aggreement. However BT have their call centres in the sub continent. I believe the billing is dealt with in Bangalore.
Calls still have to be taken systems up or down, it will be in the contract. All go to a central switching system and farmed out to the first available agent.

jaypeemac76 · 14-12-2006, 18:28

Quote:

Originally Posted by checker

Having lost my job twice to asian call centre's you have my aggreement. However BT have their call centres in the sub continent. I believe the billing is dealt with in Bangalore.
Calls still have to be taken systems up or down, it will be in the contract. All go to a central switching system and farmed out to the first available agent.

I've just spent 45 on a cal to a NTL call centre in New Delhi, and been told a load of nonsense, and basically ...lies.

enough was enough, hung up and chose a diffeent option...got thru to a Glasgow call centre, explained the New Delhi phonecall.... she told to forget it and that they haven't a clue what they're talkin about over there mostly and make things up as they go along!!

She worked out the problem and it is being sorted as we speak..... Indian call centres..who needs them?? waste of space!!

Chrysalis · 14-12-2006, 20:38

Yeah BT are based in asia as well now with their call centre operatives so grass in this regard isnt greener on the other side

Galena1 · 17-12-2006, 02:27

I suggest you all start brushing up your Chinese

I read in the national press this week that Indian call centres are becoming too expensive to run

and moves are afoot to shift operations to China. I've no idea if NTL/TW have plans to move, but no doubt if it's a cheaper option they will consider it. Who knows... if this keeps up then CS will go full circle and end up back in the UK

Chrysalis · 17-12-2006, 04:08

if thats true it wouldnt surprise me, india is fast becoming a wealthier country and over time their cost inflation will speed up as demand outstrips supply.

Companies here putting profit above all else just bouncing to cheapest bidders.

17-12-2006, 08:19

After watching a programme the other week about these Indian call centers holdong onto your CC details and selling them on to crooks I'll never use another one again. UK call centers for me now, the first thing I ask now when taking out a new service with anyone is, "where is your support run from"?

Paul K · 17-12-2006, 09:05

Quote:

Originally Posted by Chrysalis

Yeah BT are based in asia as well now with their call centre operatives so grass in this regard isnt greener on the other side

At certain times of the day about 50% of call traffic is aimed at India, late in the evening about 75%+ is aimed at India because they have 200-300 call center operators online during the day who are a lot cheaper than their British counterparts

Believe me having spoken to them on a number of times while I worked for BT I can only say it is NOT a good thing. No matter how hard they try and how well they are trained there will always be a natural language barrier that will cause problems. I don't blame the Indians etc either, at least they make an effort to learn other languages, throuble is it leaves them wide open to companies looking for cheap labour.

signori · 17-12-2006, 10:55

i find the help from India is spot on

hatedbythemail · 17-12-2006, 13:14

Quote:

Originally Posted by Nidge

After watching a programme the other week about these Indian call centers holdong onto your CC details and selling them on to crooks I'll never use another one again. UK call centers for me now, the first thing I ask now when taking out a new service with anyone is, "where is your support run from"?

you've not heard about the problems in glasgow call centres then?

TheDaddy · 17-12-2006, 13:30

Quote:

Originally Posted by hatedbythemail

you've not heard about the problems in glasgow call centres then?

Which one is easier to investigate and prosecute, I wonder

hatedbythemail · 17-12-2006, 13:37

Quote:

Originally Posted by TheDaddy

Which one is easier to investigate and prosecute, I wonder

well it's easier for strathclyde police to investigate frauds in glasgow and for bangalore police to........