VM's Indian callcentre - Page 13

Russ · 07-03-2009, 13:56

Back on topic....

xpod · 07-03-2009, 14:00

Quote:

I had a very happy childhood in Plumstead(went to Plumstead Juniors) and lived up on top of Shooters Hill.

Mind some 40 years have since passed...

It was a bit of a sweeping comment i suppose,sorry.
Shooters Hills ok(especially the Hungry Horse up there

) but once you get right into Plumstead/Woolwich.....well,i`ll say no more in case i offend someone else

Same as anywhere else though eh,good n bad.
Some of the areas i grew up in back home would make Woolwich look like a dream location

EDIT...OT...Indian call centers are usually a nightmare and thats without the language issues...lets have it right!!

Kursk · 07-03-2009, 14:19

Quote:

Originally Posted by xpod

EDIT...OT...Indian call centers are usually a nightmare and thats without the language issues...lets have it right!!

It could be a great episode for The Kumars at No 42. Ummi could call up tech support about her VM connection and get through to the UK-based call centre where she's told: "I dinnae ken what y'mean lassie, your line looks brae bonnie tae me"

xpod · 07-03-2009, 14:37

Quote:

It could be a great episode for The Kumars at No 42. Ummi could call up tech support about her VM connection and get through to the UK-based call centre where she's told: "I dinnae ken what y'mean lassie, your line looks brae bonnie tae me"

I very much doubt you`ll hear any Scots CC staff using the Scottish vernacular though.Besides...i did say that even without the language(accent) question their still generally more trouble than their worth to call.

A couple of times i`ve ended up with even more issues to solve than i started out with after speaking to an ICC.

Give me a clear & concise Scottish lass any day of the week thank you very much.She can even fix my BB at the same time.

**Maggy** · 07-03-2009, 14:40

To be honest I've had one or two ok communication experiences with Indian call centres and I've had a couple of experiences with UK call centres when conversing with folk with strong Irish and Scottish brogue has made the situation more complex for communication.

On the whole though I've had better communication with UK centres than the overseas ones.It's got nothing to do with technical expertise just an inability to hear clearly what someone is saying to me in heavy accent British or Indian.

Technically however they have been brilliant.

Kursk · 07-03-2009, 14:40

Quote:

Originally Posted by xpod

Give me a clear & concise Scottish lass any day of the week thank you very much.

I wouldn't argue with that

.

Quote:

Originally Posted by Maggy J

It's got nothing to do with technical expertise just an inability to hear clearly what someone is saying to me in heavy accent British or Indian.

Technically however they have been brilliant.

Nor that!

highroyds · 14-03-2009, 10:52

When ever we've had a problem with our services I've always dreaded phoning up the CS as 9 times out of 10 you get put through to India. I can never understand what they are saying and it drives me mad when your trying to explain whats going on and you've told them you've already tried the rebooting of the box/s and thats not worked, but they still want you to take your card out of your STB for some unknown reason. This is even if you've got a internet problem, they want your details to be confirmed. Plus they are working from a problem tree, which doesn't help.

With the way this country is going, why doesn't Virgin Media help the country and bring the call centre's all back to the UK. This would help out their customers and give people in THIS country much needed jobs.

xpod · 14-03-2009, 12:14

Quote:

This would help out their customers and give people in THIS country much needed jobs.

Unfortunately for us though a couple(?) of Rupees an hour is obviously much cheaper than the few Pounds(?) per hour they get paid over here.

They have to pay Samual & Uma after all and all that money has to come from somewhere.

Kursk · 14-03-2009, 15:30

Quote:

Originally Posted by highroyds

When ever we've had a problem with our services I've always dreaded phoning up the CS as 9 times out of 10 you get put through to India. I can never understand what they are saying and it drives me mad when your trying to explain whats going on and you've told them you've already tried the rebooting of the box/s and thats not worked, but they still want you to take your card out of your STB for some unknown reason. This is even if you've got a internet problem, they want your details to be confirmed. Plus they are working from a problem tree, which doesn't help.

With the way this country is going, why doesn't Virgin Media help the country and bring the call centre's all back to the UK. This would help out their customers and give people in THIS country much needed jobs.

VM are running a business not social welfare. It is probable that the greater majority of their millions of customers never need to contact support. Some of their customers who do contact support want to bring that service to the UK where it will cost more. Is it a good business decision to ask the majority to fund the preference of a minority. No, it's not.

Xpod is right, we know where that "somewhere" is that the money will come. Your pocket and my pocket. No thanks.

Besides, you assume that the support here would be better than it is currently.

Retrovertigo · 14-03-2009, 17:11

I don't think that is true at all about the majority never needing to call. If that were the case would they really go to the trouble of setting up a call centre in India in the first place? It's in India to save money, and if they want to save money via call centre costs, then surely that is because a lot of customers are using them?

Russ · 14-03-2009, 18:59

Quote:

Originally Posted by Kursk

Besides, you assume that the support here would be better than it is currently.

I don't think that's too unreasonable to assume.

Kursk · 15-03-2009, 03:38

Quote:

Originally Posted by Retrovertigo

I don't think that is true at all about the majority never needing to call. If that were the case would they really go to the trouble of setting up a call centre in India in the first place? It's in India to save money, and if they want to save money via call centre costs, then surely that is because a lot of customers are using them?

Providing support is part of VM's services to you; it is not specified where that support should be geographically located. I sincerely doubt that the majority of VM's 3.5m customers contact support, so I think my statement is true. It is far more likely that the same 2 or 3 people are contacting support over and over again

Outsourcing is likely to be saving me money. I like that.

Quote:

Originally Posted by Russ B

I don't think that's too unreasonable to assume. So there.

I think you forgot to add my amendment Russ

Ryoden · 15-03-2009, 09:36

As far as i can see, if you call them and you have either no understanding of PC tech or a very limited understanding then they can problably help you (usually since the problem is simple to solve and will appear on their crib sheet).

If you have something that is either vaguely unusual or outside their limited understanding then yhey have to find a supervisor (I assume the one person in the building with any real knowledge).

This happened to me when I ordered the Virgin wireless router from virgin to replace my old belkin. I had a problem using the install disc they provided (the one without any instructions at all).

It turned out that if i didnt want to exclusively use it as a wireless router then I shouldnt have used the disc - DOH. So I dutifully uninstalled it and still couldnt connect. After 40 minutes of numpy offering suggestions such as turn it off and turn it on again he decided to get his supervisor to call me in 2 hours.

I decided that was pointless so i did a direct connect bypassing the router and googled the router, downloaded the instructions for said router and was online with it in about 10 minutes. In future I will just do it myself but i was under the assumption that since it was a piece of equipment specifically under Virgin hence i called them first not wanting to cause further problems.

Lesson learnt.

Ignitionnet · 15-03-2009, 10:58

Quote:

Originally Posted by Kursk

Outsourcing is likely to be saving me money. I like that.

Yep never mind that the support is, in my experience, pointless. It saves a few pence on the bill.

If your opinion were not so common I'd comment more, but most people would rather pay a bit less and whinge than pay a fraction more and be satisfied.

If I had an option to pay extra to avoid the offshore tech support I would without hesitation take it. They have been utterly pointless without exception in my time as a customer.

Peter_ · 15-03-2009, 11:32

Quote:

Originally Posted by Kursk

VM are running a business not social welfare. It is probable that the greater majority of their millions of customers never need to contact support. Some of their customers who do contact support want to bring that service to the UK where it will cost more. Is it a good business decision to ask the majority to fund the preference of a minority. No, it's not.

Xpod is right, we know where that "somewhere" is that the money will come. Your pocket and my pocket. No thanks.

Besides, you assume that the support here would be better than it is currently.

I do not see the point of still trying to defend the off shore call centres when according to the above poll 80% have voted negatively against them, you cannot defend a defeated vote.