Virgin media off shore call centres - Page 5

jungleguy · 12-04-2009, 23:53

Planetgarb

thanks, I can't tell you how painful this thread has become. There are some members who have had a personality bi-pass. I've heard these ops are free on the NHS (in South Wales and Brighton LOL).

Trent · 13-04-2009, 18:19

Quote:

Originally Posted by jungleguy

Planetgarb

thanks, I can't tell you how painful this thread has become. There are some members who have had a personality bi-pass. I've heard these ops are free on the NHS (in South Wales and Brighton LOL).

i like his avatar!!!

jungleguy · 13-04-2009, 22:49

Quote:

Originally Posted by Trent

i like his avatar!!!

thanks glad you like my avater, I prefer Planetgarb avatar though

. LOL (I know what you meant by the way)

Nephilim · 15-04-2009, 21:12

Potentially partially off-topic,

Do virgin media outsource to Accenture?

seeing a fair few similarities thats all, especially with their manilla location...or is that just a common place for customer services these days?

Ravenheart · 07-05-2009, 20:07

The news of the closure of the Dudley office has finally made the BBC News this afternoon.

http://news.bbc.co.uk/1/hi/england/w...ds/8038571.stm

Another 322 jobs lost

Rillington · 12-05-2009, 23:11

To bring this more back on-topc...

BT are also known for outsourcing and it is very rare to get through to a UK call centre, especially for general CS enquiries.

I remember a while back ending up in an Indian call centre. The CS person was actually very good and he ended up asking me why so many people hated the Indian call centres. I said to him that it isn't a racial thing but an udnerstanding thing - people can't understand what is being said, whether it be the Indian unable to udnerstand the Brit or the Brit not understanding the Indian. He admitted that Indians talk a lot faster than British people. He also asked me why this outsourcing goes on and I said it was money and explained to him that a company could employ six Indians for the price of a single British call centre operative based on the wages he told me he earned, which he said were good wages for India.

We all know that VM, BT and many other companies - AOL (which I think is now owned by Carphone Warehouse) is another - outsource. It's done to save money regardless of the fact that customer service falls through the floor and irritates many people when it's Indians or Philipions, or someone else from a country where English is not the first language, who answers. And yes, you do often get companies mentioning UK-based call centres in their advertising quite frequently as a result of this outsourcing.

frogstamper · 13-05-2009, 00:12

Quote:

Originally Posted by Rillington

To bring this more back on-topc...

BT are also known for outsourcing and it is very rare to get through to a UK call centre, especially for general CS enquiries.

I remember a while back ending up in an Indian call centre. The CS person was actually very good and he ended up asking me why so many people hated the Indian call centres. I said to him that it isn't a racial thing but an udnerstanding thing - people can't understand what is being said, whether it be the Indian unable to udnerstand the Brit or the Brit not understanding the Indian. He admitted that Indians talk a lot faster than British people. He also asked me why this outsourcing goes on and I said it was money and explained to him that a company could employ six Indians for the price of a single British call centre operative based on the wages he told me he earned, which he said were good wages for India.

We all know that VM, BT and many other companies - AOL (which I think is now owned by Carphone Warehouse) is another - outsource. It's done to save money regardless of the fact that customer service falls through the floor and irritates many people when it's Indians or Philipions, or someone else from a country where English is not the first language, who answers. And yes, you do often get companies mentioning UK-based call centres in their advertising quite frequently as a result of this outsourcing.

Excellent post, I would hate to think that an Indian working in a call center believed that the Brits didn't think much of the service because of some backwards looking racial ideal, I honestly don't believe that's the case with the majority of Brits.
As said above the frustration felt is down to the language barrier, any UK company outsourcing to a country who's first language is not English is storing up trouble for it self.
From the Indian's point of view he's probably taking dozens of calls a day, so its not surprising if he gets a bit lazy and starts talking faster...but from a customers point of view its infuriating, if only I had a pound for every time I've said, "can you please repeat that please" when talking to the Indian CS I'd have a nice few bob tucked away.

Rillington · 13-05-2009, 00:57

I agree. I genuinely don't think it's a racial thing. It's a communication thing.

I should have said that it was a BT Indian call centre to which I had that conversation.

Russ · 13-05-2009, 02:09

There are certain cultural issues too. When it comes to mannerisms on the phone, the Indians don't seem to understand that some people like to be able to 'chat' to agents. I don't mean to discuss their day etc but when talking about the reason for the call, to be able to discuss it informally.

If a CSA can 'personalise' the call by chatting and being 'human' rather than sticking to a script or process then I'm going to have a hell of a lot more confidence in who I'm speaking to.

It seems like in Indian culture they're either not used to it or are uncomfortable with it. Very rarely have I ever heard someone in an Indian (or indeed any offshore) callcentre be able to 'personalise' the call. On the few times I've heard it, it all comes across as very forced, very fake and subsequently very patronising. I can't relate to that and my belief in the agent taking that call diminishes immediately.

If I want to make a complaint to an Indian agent I have no faith in that issue being dealt with on the level I'm expecting. English is not their first language so I have no reason to assume they will understand my emphasis on certain aspect. Companies like VM can spend millions on training them about "British culture" but raport is something you either have or not. It cannot be bought.

Of course the moment you approach any company about this and mention 'different cultures' the anti-racism barricades go up and you never get anywhere.

Peter_ · 13-05-2009, 10:40

Quote:

Originally Posted by Russ B

There are certain cultural issues too. When it comes to mannerisms on the phone, the Indians don't seem to understand that some people like to be able to 'chat' to agents. I don't mean to discuss their day etc but when talking about the reason for the call, to be able to discuss it informally.

If a CSA can 'personalise' the call by chatting and being 'human' rather than sticking to a script or process then I'm going to have a hell of a lot more confidence in who I'm speaking to.

That is exactly how we UK agents are supposed to structure the call as it is a part of our training.

chickendippers · 13-05-2009, 10:57

In VM's case it also seems to be down to a lack of training of foreign agents. If they had as much experience with the system (backend and the actual tv/internet services) I'm sure they would be very capable of matching the British agents for competence.
Especially as Indian call centre workers are graduates, you can't really insult their intelligence, but they can only help out as far as their training goes.

Russ · 13-05-2009, 11:00

Quote:

Originally Posted by chickendippers

Especially as Indian call centre workers are graduates

Apparently that's just PR BS put out by the Indian outsourcing companies to attract UK business in to investing in them.

Rillington · 13-05-2009, 12:59

Quote:

Originally Posted by Russ B

There are certain cultural issues too. When it comes to mannerisms on the phone, the Indians don't seem to understand that some people like to be able to 'chat' to agents. I don't mean to discuss their day etc but when talking about the reason for the call, to be able to discuss it informally.

If a CSA can 'personalise' the call by chatting and being 'human' rather than sticking to a script or process then I'm going to have a hell of a lot more confidence in who I'm speaking to.

It seems like in Indian culture they're either not used to it or are uncomfortable with it. Very rarely have I ever heard someone in an Indian (or indeed any offshore) callcentre be able to 'personalise' the call. On the few times I've heard it, it all comes across as very forced, very fake and subsequently very patronising. I can't relate to that and my belief in the agent taking that call diminishes immediately.

If I want to make a complaint to an Indian agent I have no faith in that issue being dealt with on the level I'm expecting. English is not their first language so I have no reason to assume they will understand my emphasis on certain aspect. Companies like VM can spend millions on training them about "British culture" but raport is something you either have or not. It cannot be bought.

Of course the moment you approach any company about this and mention 'different cultures' the anti-racism barricades go up and you never get anywhere.

I think there's a lot of truth in that as well and when they 'try' you get the "have nice day sir please" stuff don't you and it sounds not only false but, as you say, is very very patronising.

chickendippers · 13-05-2009, 13:11

Quote:

Originally Posted by Russ B

Apparently that's just PR BS put out by the Indian outsourcing companies to attract UK business in to investing in them.

Well they must have suckered the academics too judging by the stuff I've read.

Russ · 13-05-2009, 13:28

I'm not saying there aren't any graduates in there, but there was something on Radio 2 about this a year or two back, where they looked in to whether it was true that they're all (or mostly) university-educated. Someone said they envisaged teachers asking schoolchildren in India what they wanted to be when they grew up and offered such professions as doctors, solicitors, policemen etc with one child saying "No, I want to work in...a callcentre!" to gasps of astonishment from jealous classmates...

It turned out that from the top 5 callcentre agencies in Mumbai, something like less than 20% completed university education with many of those considering their job to be a 'stepping stone' role to their chosen vocation.