SD : Outage TW7 - No TV Etc

[toady]

If someone doesn't like customer service being overseas, they should move to a service that only has UK call centres

The only way management will identify that overseas call centres are costing them business.

I've never found overseas customer service rude, they are limited in what they can do because they must follow the rules laid out to them

[Arthurgray50@blu]

toady.
If companies had more CS offices in the UK, it might reduce the job queue. All these companies want is cheap labour. While the company makes huge profits off our backs. Don't want to be rude. But that the truth

[Mad Max]

Originally Posted by toady

If someone doesn't like customer service being overseas, they should move to a service that only has UK call centres

The only way management will identify that overseas call centres are costing them business.

I've never found overseas customer service rude, they are limited in what they can do because they must follow the rules laid out to them

What a load of tosh that is, do you really think customers of various companies know before they subscribe to those companies for their business that they have overseas call centres?
Do you expect people to say " oh wait a minute" before I sign up to Virgin Media/ Sky i'm going to check that there call centres are in the UK, jesus H!

[japitts]

Originally Posted by OLD BOY

I agree that you shouldn't get a poor service, Arthur, but using Indian call centres off peak reduces bills. You get what you pay for, I guess. Would you be prepared to pay more to have all CS in the UK?

Yes I would be, although equally VM could promote it as a USP - in mobile, EE do exactly that since a couple of months. As an example, I bank with First Direct - some of their interest rates for savings etc, can very easily be beaten. But for service, they are top-drawer and their telephone service plays a huge part in that.

A couple of other posts have mentioned about moving your service to a firm which uses UK-call-centres. In other industries and having weighed up the whole package, I have done exactly that in the past. Not practical with cable services.

The main issue I have found on multiple occasions, is with reporting OD faults. Offshore only seem to understand "my On Demand isn't working", and go down that avenue. It's rare for them to understand a "missing asset" explanation, and even when they do it ends up taking twice as long as a UK agent would. With all-out loss-of-service type issues, they seem ok.

[spiderplant]

Originally Posted by japitts

Offshore only seem to understand "my On Demand isn't working", and go down that avenue. It's rare for them to understand a "missing asset" explanation

Tell them you've got error 319 (or whatever) and they should do the right thing.

[Arthurgray50@blu]

These Companies should have a back up system, therefore these problems will continue. It could be that they are using cheap products to repair faults.

I was told today that they are changing Cables, to a newer cable ?. And this is what is causing faults. Or is it crap engineers after a few days training.

[japitts]

Originally Posted by spiderplant

Tell them you've got error 319 (or whatever) and they should do the right thing.

I'd love to think that would do the trick!! Maybe I've just been unlucky with agents in the past, but for as long as "319" is on the status page I'm happy to let nature take its course in this particular example.

Far better there wasn't a fault in the firstplace of course... ;-)