Virgin Media Tech Supprt in Manilla

[Peter_]

Originally Posted by Sirius

I imagine it can be just as bad for those on the other end of the phone when i keep saying " say that again please"

I believe offshore agents grow to expect that as normal.

[Russ]

Here's another example.

I just rang Vodaphone about something and I got through to someone in India.

She started off asking for my mobile number which was fair enough then said "Please can you help me with your first name and last name?".

First of all, could I "help" her with it. "Help" her?! I felt like saying "Why, don't you know what it is? Can you not pronounce it?". UK callcentres would ask something like "Could you confirm it?".

Secondly, she wanted me to help(?) her with my "First name and last name". Why not just....my full name? Did she think that perhaps I had 5 middle names and would hold the call up and I recited them all?

Once we gone past all that fun, she then asked "I need to ask you some security questions, is that ok?".

Just for a laugh I said no, it was not ok.

Obviously their script does not have allowances for what to do if people say that. She started stuttering and saying I had to answer the questions etc to which I replied that if I had to answer them then why was she asking me if it was ok?

It's the annoying things like this that puts me off Asian callcentres because I've never encountered anything like it from agents based in the UK.

[Peter_]

Originally Posted by Russ

Here's another example.

I just rang Vodaphone about something and I got through to someone in India.

She started off asking for my mobile number which was fair enough then said "Please can you help me with your first name and last name?".

First of all, could I "help" her with it. "Help" her?! I felt like saying "Why, don't you know what it is? Can you not pronounce it?". UK callcentres would ask something like "Could you confirm it?".

Secondly, she wanted me to help(?) her with my "First name and last name". Why not just....my full name? Did she think that perhaps I had 5 middle names and would hold the call up and I recited them all?

Once we gone past all that fun, she then asked "I need to ask you some security questions, is that ok?".

Just for a laugh I said no, it was not ok.

Obviously their script does not have allowances for what to do if people say that. She started stuttering and saying I had to answer the questions etc to which I replied that if I had to answer them then why was she asking me if it was ok?

It's the annoying things like this that puts me off Asian callcentres because I've never encountered anything like it from agents based in the UK.

Vodafone UK call centres close at 8pm so you will get either India or sometimes even Egypt, they do have a small UK out of hours team but in the main it will be offshore.

You would probably be better off using the Vodafone twitter team or Eforum team as they are available much later and are UK based.

[RB2004]

It's not a fake American accent.

After the war America had a massive dominance in the Philippines.. All their lessons are taught in English, not their native language... So they are taught in school English with an American accent.

So it's all they know. They don't deliberately put on the accent to try and fake it.

Also their wages are about £270 per month.. Which is 18,000 pesos and that is a higher end wage, some only earn 12000 pesos which is only £180!

But to earn that they pretty much work 12 hour days 7 days a week.

I don't agree with overseas call centres either.. But having been to the Philippines 3 times in 2 years... I'm quite happy to at least try to put up with it. Because my problem is with vm for having overseas call centres, my problem isn't with the agent who is trying their hardest to communicate with me.. And yes they are trying their best because it's in a Filipino nature.. Despite them not being able to communicate easily or understand.

They can't be expected to be able to speak fluent British English when they are taught English in American, their American accent teaching alone is enough to throw them off.. Because Americans pronounce words different.

But when you know they are working 12 hour days for a minimum of £180 a month to feed their family.. How can somebody be angry with the agent?

It's not their fault that vm chose to send their call centres there.. They are working for what people here earn within a few days and that is their entire month.

Also are you aware if you make one formal complaint about the agent they have no workers rights and they get the sack instantly... So who's going to feed their family then? Are you willing to send money to make up for their lost money?

Also there once you hit 30 nobody will employ you.. They even have employment job signs there where they specify age ranges and height.. No such thing there as discrimination.

So don't blame the agent, blame vm! And the companies who go there in the first place.

The agent is only trying to make a living and they don't earn a lot for it either.. Would you work for £180 a month? 12 hours a day, 7 days a week?

Because I know I sure as heck wouldn't.

But in regards to the accent, there's people in this country who can't even understand some accents in this country.. And it's the same country!

So if we can't understand some English people with a different accent.. How is a foreign person going to understand us when they went through school being taught American English with an American accent.

Like I said I don't agree with international call centres on principle, it's cheap labour and taking advantage of people trying to make a living for their family.

But despite gripping my fists sometimes when on the phone to an Indian call centre who wants me to spell out my name letter by letter using the phonetic alphabet.. I refuse to take out that frustration on them.

Because it really is not their fault at all.

If you are willing to take your frustration out on the agent trying to help their family survive.. And by family I don't mean like here.. Husband, wife and children.. I mean Parents and their own family, because often than not there what the children bring home each month feeds their family, brothers, sisters, parents. Because the older members of the family can't get a job any more.. Over 30 discrimination.. So people there do what's necessary to survive.

And if you are willing to slag that off you need to go there for a serious reality check because your vision of what life is like in some of these countries like India and the Philippines is warped and you are too spoilt with life here.

Try going there.. And experiencing life there outside of a hotel.

No automatic washing machines.. Too expensive...People there still scrub clothes with bowls, stones and wash boards with bars of soap.

Shower? Forget it.. Wash with no hot water, and a bucket.

Health and safety? Discrimination? Forget it.. If you get picked up by the police.. Guilty or not if you can't pay the bail they will pin a crime on you.
Control of the police can be brought for bough dollars. On banged up abroad a police chief was offering to assassinate somebody for money.

Government is corrupt.

Children on the street begging.. I witnessed something sickening when I was there last year,

A bucket of food.. They put scraps and leftover food in it for the pigs.. Flies swarming it because of the heat and it's just rotting outside in a bucket... And I witnessed 2 homeless children take a cup and scoop food put of it.. Draining off the water and picking bits out of it.

It sickened me. They was only 10 maybe..

Then there was another occasion where a child walked into a fast food place.. Stole the scraps of chicken off somebody's plate and muttering jackpot.

So next time anybody chooses to criticise the agents.. Rather than filling in a complaints form to vm complaining about it.. I suggest you go there and witness life there first and have a reality check.

Take your anger out on the companies not the workers.

---------- Post added 09-07-2012 at 12:14 AM ---------- Previous post was 09-06-2012 at 11:30 PM ----------

Btw need to edit the title it's Manila

One L only

[nfs6600]

Originally Posted by Russ

She started off asking for my mobile number which was fair enough then said "Please can you help me with your first name and last name?".

First of all, could I "help" her with it. "Help" her?! I felt like saying "Why, don't you know what it is? Can you not pronounce it?". UK callcentres would ask something like "Could you confirm it?".

Do you speak Indian? Learn all of the following fluently . Until you do you have no right to complain about said person

http://en.wikipedia.org/wiki/Languag...e_Constitution

[Peter_]

Originally Posted by RB2004

It's not a fake American accent.

After the war America had a massive dominance in the Philippines.. All their lessons are taught in English, not their native language... So they are taught in school English with an American accent.

So it's all they know. They don't deliberately put on the accent to try and fake it.

I take it that you have not really read this thread.

Originally Posted by RB2004

Also their wages are about £270 per month.. Which is 18,000 pesos and that is a higher end wage, some only earn 12000 pesos which is only £180!

Which makes them very highly paid do not try and compare with the UK economy as to be paid at a UK rate would make them seem like millionaires compared to everyone else, get real with your comparisons.

Originally Posted by RB2004

Also are you aware if you make one formal complaint about the agent they have no workers rights and they get the sack instantly... So who's going to feed their family then? Are you willing to send money to make up for their lost money?

No formal complaint ever gets back to offshore and I should know as I worked for the company for over 4 years and it does not happen, so before posting incorrect information find out first.

---------- Post added at 06:46 ---------- Previous post was at 06:38 ----------

Originally Posted by nfs6600

Do you speak Indian? Learn all of the following fluently . Until you do you have no right to complain about said person

http://en.wikipedia.org/wiki/Languag...e_Constitution

Get real as us speaking their language has nothing whatsoever to do with this or any other thread talking about offshore agents, we should not have to put up with an agent whose main language is not the same as the country they are supporting as only a native speaker will ever truly understand another native speaker.

All UK facing call centres only provide first line support in English so any argument over us not being able to speak the offshore agents language falls flat on its face.

Why do you think many companies such as Santander have brought back their call centres to the UK it is because the customers demanded it.

If I have an issue then I want to be able to speak to a person who understands me first time without the need to repeat myself on multiple occasions just to explain something that a UK agent would understand instantly, this shortens the call and prevents the customer from becoming angry and possibly wanting to move provider.

[Russ]

Originally Posted by RB2004

<utter rubbish snipped>

None of which is my problem. I pay for a service of a certain standard and have never had it when it is 'provided' by people from over there.

If they are serving a particular country it is their own responsibility to ensure they are getting it right.

And we don't edit thread titles unless the OP requests it.

Originally Posted by nfs660

Do you speak Indian?

Did you know that's an impossible question to answer seeing as there isn't singular 'Indian' language?

And if I'm paying for a service from someone who is failing to grasp my language then I have every right right to complain. If it involves my own money how can I have any confidence that it's being understood?

[RB2004]

Complain to vm then, not the person who's struggling to feed their family u spoilt brat.

Because yeah if course it's not your problem is it if somebody is starving and struggling in life as long as you are ok.

You was born here by pure luck.

If you was born in a lesser country how would you like it if I came along going its not my problem and laughed at you making I will kick u into the curb while I'm at it.. See how funny it is then.

Complain to vm who moved the call centre there in the first place.

That's who did it,,vm! It's not the fault f the person working there.

[Russ]

Originally Posted by RB2004

Complain to vm then, not the person who's struggling to feed their family u spoilt brat

If you can't discuss this like grown-ups then perhaps this forum is not for you. If I am spending MY money then I expect good service.

Can you show me where I said I complained to the person who is 'struggling to feed their family' please?

[RB2004]

You are slandering the person on the end of the phone because they are struggling to help you.

But you haven't once mentioned trying to phone vm and lodging a complained that the call centre exists there in the first place.

I agree with you in the sense that the call centre being there is not good.. I hate it when I'm put through to them international call centres.

But it's not for me to take it out on the agent who lives in a lesser country.

It's vm I should be complaining to.

I can talk like an adult, my eyes are wide open to the fact there are poorer people in the world who live a lesser life and actually have to work hard for their money, and earn very little of it.

Because I've been to these country's and it's a reality check for any of us.

And as a result im not narrow minded about it.

We may think we have life hard but we don't, we take things like hot water and washing machines for granted because we are all essentially spoilt here even if by our standards we are poor.. In the bigger picture we aren't poor at all.

[Russ]

Originally Posted by RB2004

You are slandering the person on the end of the phone because they are struggling to help you.

There is NO excuse for not listening to the customer.

Originally Posted by RB2004

But you haven't once mentioned trying to phone vm and lodging a complained that the call centre exists there in the first place.

Did it years ago, it makes no difference.

[Angua]

Just remember "Ano po ang pangalan nila?" = What is your name in respectful & polite Tagalog.

In some ways I am glad they have gone to Manila to outsource the call centre. The absolute grinding poverty there is in the Philippines is far far worse than India, so at least some money can be earned. Perhaps my Sister in Law could get a job.

[Russ]

So 'never mind the decline in service, just as long as we're being philanthropists'? I've never understood that way of thinking.

[BenMcr]

Originally Posted by Peter_

Virgin Media are now training Broadband Technical Support agents in Manilla which in case you are unsure is in the Philippines, so Virgin Media are keeping to their promise of not getting rid of offshore any time soon all they are doing is moving them even further from the UK.

So what are your thoughts on this little nugget.

I know this to be true as one of my more gullible ex colleagues who decided to go down to Swansea to work leaving his family in Liverpool has just returned from a training trip to Manilla and posted it on Facebook.

And they are also recruiting heavily in Swansea still as they plan to completely fill the centre, so it's got nothing to do with any 'promise of not getting rid of offshore any time soon'

They will be training TSC in Manilla to cover those hours where UK agents don't want to work.

Originally Posted by Peter_

The guy who was sent to Manilla was sent via Business Class with all the extras so his trip probably cost more than a years wages for a Filipino agent, and they probably sent more than one agent.

And? It's a very long trip, as he'll have been expect to work the whole as soon as he gets there, it would have been done to make sure he was as rested as possible.

I went out to India for two weeks as part of work last year and after flying for 9 hours got there at 5am in the morning local time and was in the call centre at 10am local time.

[Russ]

Originally Posted by BenMcr

They will be training TSC in Manilla to cover those hours where UK agents don't want to work.

That's about as reassuring as this story can get.