Disgrace of india - call centre disrespects us!

nutellajunkie · 02-04-2011, 14:25

There I was in quite a fluster because as usual the communication was not being understood between myself and the Indian guy.. The call lasted half an hour to get the problem fixed.. (32 minutes).

During the call there was shouting, cheering and applause. Why? Because the cricket was on!

Iâ€™m sorry but there is a time and a place, and if we were to watch sport at work, Iâ€™m sure there would be reprimand, in fact, surely there would be serious consequences of watching anything during work??.

Further more, the guy on the phone kept being distracted, so he was obviously more interested in the cricket than his job. I know they probably have monitors to see what the services are like, but I take this as complete disregard to what they are being paid to do and why i was calling in the first place.

This is the height if sheer disrespect, and yet another reason for that large list of why we have no patience for overseas call-centres, as they just seem to have no quality or pride to work.

We as customers in the UK pay their wages! How far should I take this? a gripe on here, a moan to the supervisor, an email to CS or a strongly written letter to mister boss-man.. After-all, I have paid thousands of pounds over the years, and this is the respect and thanks I get?

bw41101 · 02-04-2011, 15:09

May I make a suggestion, that you also post this on VM's own site also, I.e.:

http://community.virginmedia.com/

This may add greater impetus to your experience in this case. In addition, I would contact VM again (between 9 to 5) and formally complain to someone in the UK.

Worth a shot.

Cheers ans Si thee.

Russ · 02-04-2011, 15:28

If this happened as you say then yes it is completely unacceptable. It reminds me of a few years back when some famous Bollywood actor died and tens of thousands took to the streets in mourning, including hundreds of callcentre workers who downed-tools and took part in it all. Loads of UK companies that used Indian callcentres were left crippled as large parts of their customer-facing staff simply got up and left their desks. No serious action was taken against them as it would have meant disciplining hundreds of staff who couldn't see the wrong in what they did.

Horace · 02-04-2011, 17:08

Quote:

I’m sorry but there is a time and a place, and if we were to watch sport at work, I’m sure there would be reprimand, in fact, surely there would be serious consequences of watching anything during work??.

Like employees watching sporting events in the UK?

Quote:

Further more, the guy on the phone kept being distracted, so he was obviously more interested in the cricket than his job.

Well obviously if that's what you thought it must be correct!

Quote:

I know they probably have monitors to see what the services are like

As above.

I doubt call centre staff would be allowed to watch TV while working unless they were given permission before hand by their superiors, it's pretty hard to hide the fact and coupled with the 'distracting' noise you were hearing it seems obvious they were given permission, they might even have been on a break. The same happens in this country too. It's rare and tends to only happen during very important sporting events but it keeps moral up.Happy and motivated workers tend to be better workers....oh and how the hell is this current affairs?

Julian · 02-04-2011, 17:22

I had exactly the same problem with 3 this week.

I phoned them to talk about a contract phone I have with them and after having to repeat myself several times because of all the cheering etc. going on, and because the idiot wasn't listening to me, I cancelled the contract instead.

Quote:

I doubt call centre staff would be allowed to watch TV while working unless they were given permission before hand by their superiors, it's pretty hard to hide the fact and coupled with the 'distracting' noise you were hearing it seems obvious they were given permission, they might even have been on a break.

That scenario says more about mismanagement than I ever could.

Peter_ · 02-04-2011, 18:05

We have televisions on all the time as we need them as part of our job but we would never have the volume racked up or cheer a football match.

02-04-2011, 18:26

It shows a terrible disrespect for the customer and a very non caring attitude to the issue the customer is phoning for

**Maggy** · 02-04-2011, 18:44

With all due respect I think some of us are over reacting particularly as the OP got his problem fixed.

02-04-2011, 18:51

Quote:

Originally Posted by Maggy J

With all due respect I think some of us are over reacting particularly as the OP got his problem fixed.

so you'd be happy with a call center staff paying more attention to a cricket match than fixing your problem and giving you their full attention .The point the OP is making is not whether or not his problem got fixed but how the staff member handled it and the length of time it took because the staff member was paying more attention to a cricket match

Ignitionnet · 02-04-2011, 19:00

Quote:

Originally Posted by Masque

We have televisions on all the time as we need them as part of our job but we would never have the volume racked up or cheer a football match.

Are you saying that if England were in the final of the footie World Cup for example your entire contact centre would remain the epitome of professionalism during the game?

I must admit to having doubts.

02-04-2011, 19:04

Quote:

Originally Posted by Ignitionnet

Are you saying that if England were in the final of the footie World Cup for example your entire contact centre would remain the epitome of professionalism during the game?

I must admit to having doubts.

maybe not but we would be complaining about it and rightly so

Peter_ · 02-04-2011, 19:04

Quote:

Originally Posted by Ignitionnet

Are you saying that if England were in the final of the footie World Cup for example your entire contact centre would remain the epitome of professionalism during the game?

I must admit to having doubts.

As that is very, very, very unlikely to happen then I would say yes.

We had all the matches on during the World Cup last year and I doubt any customers even noticed on a call even when that guy knocked a goal in with his knee.

**Maggy** · 02-04-2011, 19:05

Quote:

Originally Posted by martyh

so you'd be happy with a call center staff paying more attention to a cricket match than fixing your problem and giving you their full attention .The point the OP is making is not whether or not his problem got fixed but how the staff member handled it and the length of time it took because the staff member was paying more attention to a cricket match

I'm sorry but I think you are over reacting..

beeman · 02-04-2011, 19:43

Quote:

Originally Posted by Masque

We had all the matches on during the World Cup last year and I doubt any customers even noticed on a call even when that guy knocked a goal in with his knee.

Correct me if im wrong but arnt most UK CS baised in wales (and if its still running scotland). So they probelly woulnt have cared.

Peter_ · 02-04-2011, 19:49

Quote:

Originally Posted by beeman

Correct me if im wrong but arnt most UK CS baised in wales (and if its still running scotland). So they probelly woulnt have cared.

Have you not checked under my Avatar recently as it does say Liverpool.

The are many call centres around the country including Sheffield, Teeside and Newcastle which are also English.