Indian call centres

[Arthurgray50@blu]

I don't know if anyone else has the same opion, but but l am getting fed up to the back teeth with these Indian centres.

Every time l call them, they don't know what you are saying, they don't know the answer, why don't they bring them back to the UK, tonight for example, my wife contacted Santander, there call centre was India, and the person couldn't speak English, and didn't know what my wife was saying.

If major companies must use foriegn call centres, then the people that we are talking too, must speak ENGLISH. argh.

[Mick Fisher]

Companies just don't give a damn about their customers Arthur, all they care about is that Indian call centers work for peanuts.

[frogstamper]

VM now claim that after a fractious start their Indian call centers are now as good as their UK based ones.
Funny thing is though on their business broadband site VM make a big deal of advertising that their "support team is reassuringly based here in the UK".
I wonder why their residential broadband customers can't be equally reassured??

http://www.virginmediabusiness.co.uk...nd__phone.aspx

[Tony.]

Once I get an offshore CC Worker that I can understand (I have a problem with the accent) I find they usually only toe the Company line and are as flexable as granite. I am not sure but I think this is a culture issue they don't seem to understand the concept of their Job title Customer Care insted they have a mindset of Company Care!

[Russ]

Arthur, I doubt very much that the person your wife spoke to couldn't understand English. Maybe they had a difficulty with the accent and expressions instead.

Originally Posted by Tony.

Once I get an offshore CC Worker that I can understand (I have a problem with the accent) I find they usually only toe the Company line and are as flexable as granite. I am not sure but I think this is a culture issue they don't seem to understand the concept of their Job title Customer Care insted they have a mindset of Company Care!

QFT. Spot on.

They think they're doing their job right by rigidly sticking to their script and serving the company when in actual fact they should be serving the customer. They have no concept of using common sense and discretion.

[Paul K]

Unfortunately Russ many companies demand that their call centers stick rigidly to the script and act like Borg. Sky was the same, if you went off script to fix a problem you were told off for doing so.
Scripts are there to stop agents having to fully understand what is being said to them and by them in many cases. I know many Sky Tier 1 agents that had to rely on support from other T1s because they had very very basic understanding of PCs, ADSL and the internet but yet were still being placed in a job where they were supposed to competently support all 3.

[Russ]

Originally Posted by Paul

Unfortunately Russ many companies demand that their call centers stick rigidly to the script and act like Borg.

I have to say I've never noticed it with UK callcentres. All the ones I've dealt with have generally used common sense where needed.

[Paul K]

Common sense is ok as long as the agent knows what they are doing, unfortunately many centers operate with staff who are not competently trained. To stop errors scripts are used, it also means that all customers should in theory get the same level of support. In theory, not quite the same in practice though.

[fireman328]

In the present times NO jobs should be allowed to be allowed to go off shore.

[injuneer]

Originally Posted by fireman328

In the present times NO jobs should be allowed to be allowed to go off shore.

Sadly most companies are only interested in their profit margins & have no altruistic values.

[Spectato]

Every time I've finally managed to get a UK operative to talk to (this is with a multitude of companies) I've managed to get some kind of resolution.
The offshore centres are there to appease, patronise and council, not to actually help anyone.
It's simply the 'cheapest' option, with no other criteria.

You can teach an African Grey parrot to speak remarkably clear phrases in English, yet it won't have the faintest idea what any of the words actually mean.

[*sloman*]

Originally Posted by injuneer

Sadly most companies are only interested in their profit margins & have no altruistic values.

Some have bought there call centres back to UK cant remember who. I hate talking to offshore call centres but do feel for them, if English is not your first language then it is a major disadvantage especially when you get 'Mr Angry' on the phone.

[Tony.]

Originally Posted by *sloman*

....snip if English is not your first language then it is a major disadvantage especially when you get 'Mr Angry' on the phone.

The problem is most people that use these call centres are having problems with whatever service so are much more likely to be 'Mr/Ms Angry' before picking up the phone.

[lucy7]

Originally Posted by Arthurgray50@blu

I don't know if anyone else has the same opion, but but l am getting fed up to the back teeth with these Indian centres.

Every time l call them, they don't know what you are saying, they don't know the answer, why don't they bring them back to the UK, tonight for example, my wife contacted Santander, there call centre was India, and the person couldn't speak English, and didn't know what my wife was saying.

If major companies must use foriegn call centres, then the people that we are talking too, must speak ENGLISH. argh.

I understand your frustrations Arthur.
It can be annoying at times.
I never have any problem with them understanding me, but I do often have a problem understanding them!

My youngest daughter has now developed an ear for this type of phone conversation due to a work thing she does when back from uni.

Mind you last month I had a problem understanding a lady from Scotland from a call center!

[Lord Nikon]

Originally Posted by frogstamper

VM now claim that after a fractious start their Indian call centers are now as good as their UK based ones.
[snip]

That still may not be anything to be boasting about If either were any good This site, and cablehell would probably never have come into existance.