WOW! Indian Virgin Technical Support are terrible! (and FTP access)

[bonzoe]

I am afraid that this is quite common for these off-shore call centres. They are only off-shore for one thing, to save money so the accountants can say "look how good we are at saving money. Pay rise/bonus, please"..........

Some individuals are good and very helpful, but there IS a language problem.

[blue sabre]

Originally Posted by bonzoe

Some individuals are good and very helpful, but there IS a language problem.

But you get exactly the same issues with some UK regional dialects, when it can be difficult for the call operator to understand the caller. It works both ways.

[kwikbreaks]

So do you think an offshore call centre operative would understand (say) a Geordie or a Glaswegian better than a UK based call centre operative then?

Offshore is cheaper but frequently less effective either for reasons of language or because they have been given scripts to follow rather than proper training in the product (this happens for some UK support too). If VM used exclusively UK based support I suspect that prices would have to rise and you'd still have no guarantee that your problem would be fixed first time. It's a balancing act and VM have chosen to have both offshore and UK support - if people have a problem with that then they always have the choice of taking their business elsewhere.

[caph]

Originally Posted by kwikbreaks

So do you think an offshore call centre operative would understand (say) a Geordie or a Glaswegian better than a UK based call centre operative then?

Err, yes, quite obviously they would. It is much easier to understand accents in your native tongue than it is in a foreign language. I'm really struggling to understand why you would think otherwise.

Kwikbreaks, I've previously been told that the Indian staff have exactly the same manual and computer systems as the UK staff (I stand to be corrected), however I wasted countless hours of my life on the phone to offshore support until I accidentally got through to UK support who sorted me in minutes. And that has happened on more than one occassion.

[Peter_]

Originally Posted by caph

I've previously been told that the Indian staff have exactly the same manual and computer systems as the UK staff

I do not use a manual or a script as it is impossible to diagnose with a script correctly.

We do have the same tools but it depends how well the person can interpret the data when using them.

We do have a knowledge base for use if required, plus we use various online emulators when required, but first and foremost we have the use the most important tool of all our brain.

[Russ]

Originally Posted by Mags1892

Ill be closing my account soon and moving back to whomever has english call centres, after 15 years a customer.

What's wrong with Welsh, Scottish or N Irish callcentres?

[Horizon]

Originally Posted by izools

Why do they employ these Indian phone monkeys?

Because they're ten times cheaper than the UK ones.

Originally Posted by blue sabre

But you get exactly the same issues with some UK regional dialects, when it can be difficult for the call operator to understand the caller. It works both ways.

I agree, particularly with strong Glaswegian accents. Bangalore or Glasgow it's all the same.

I tend to find the foreign call centres are fine with basic stuff. I had a tv fault a few weeks ago, the Indian call centre arranged a technician and the fault was fixed. The fault reoccurred and another Indian call centre arranged a technician and the fault was fixed again and hopefully will stay that way.

But where the foreign call centres fail is on less standard stuff. Supposedly CLI is now available on my phone so I requested it when I phoned VM about my tv fault but nothing has happened. When I phoned again I requested it again, but still nothing. Before the calls I tried the forum, but nothing. Having to request something three times whether you speak to an Englishman or Indian is damn annoying.

The only time I object to foreign call centres is with banking. When it comes to money, my money, I'm less tolerant and would rather hear a UK accent preferably a London/home counties one at that.

I think where VM should be applauded is that the calls to VM using their phone line are free. I don't think we should be too hasty to get rid of the Indians, because it may have results less favourable to us customers.

[frogstamper]

VM are well aware how unpopular the Indian call centers are, so much so that they now advertise their Business Broadband as being "reassuringly based here in the UK".
It begs the question, why can't us non-business customers be equally "reassured" concerning our CS, or is it OK to palm us off with a cheaper inferior service.?
I hasten to add VM still do have an excellent UK based call center in Swansea, so why not expand and employ some more people so all of VM's customers can feel reassured.

http://www.virginmediabusiness.co.uk....aspx#overview

[kwikbreaks]

Originally Posted by caph

Err, yes, quite obviously they would. It is much easier to understand accents in your native tongue than it is in a foreign language. I'm really struggling to understand why you would think otherwise.

I don't - I was asking the other poster if they did because that is what their post seemed to imply.

[jodash]

had problems with UK and Offshore call centers but overall no difference between the two

[kwikbreaks]

It isn't where they are located that matters but what calibre of staff they have and how well they have been trained.

[Russ]

Originally Posted by kwikbreaks

It isn't where they are located that matters but what calibre of staff they have and how well they have been trained.

It's a bit more than that. In many Indian callcentres they still have the 'colonial' mentality where they feel compeled to serve their employers. That's all very well but they take it to extremes. They fail to realise they are there to serve the customer.

As a result they rigidly stick to company scripts and procedures and will not use common sense and discretion in certain cases.

In UK callcentres whereas you do occasionally get 'traffic warden' types, most of the time they will use discretion if it can help the customer. I'm not saying callcentres workers should break the rules but usually they will try to find some flexability whereas in Indian they just seem unable to comprehend this.

[kwikbreaks]

I don't disagree - that is one of the aspects of "calibre of staff" which I mentioned in my post. I have had both good and bad service from UK and offshore call centres. I've called VM about 4 times - all my calls were handled well although I think they were all to the UK.

[raefil]

Not too long ago I had problems getting onto the internet, i got through to the Indian call centre and my experience was of first class service. The young lady I spoke to was very patient, very knowledgable and had me back on the internet in no time at all.

Just to put the other side of the story.

PS, in case anyone wants to know, Im a white British Male.

[frogstamper]

Originally Posted by raefil

PS, in case anyone wants to know, Im a white British Male.

In all honesty I don't see how that is relevant, for me its a question of understanding and being understood, not race.