Virgin Media Trowbridge call centre to close?

[carlwaring]

Originally Posted by DABhand

...do not follow a check list, do not lie and just don't order you things even when you say no to them.

You think, just because they're in the UK they wouldn't just do the same job, checklists and all? The job's the job. The location is irrelevant.

[denphone]

Originally Posted by DABhand

I have said in the past 1 UK agent is worth 25 of the Indian's. Now lets say 2000 indians are employed, thats 80 UK agents. I would prefer the 80 who understand good English skills and do not follow a check list, do not lie and just don't order you things even when you say no to them.

Yes l totally agree with you on that british people understand the problem much quicker than the staff in these foreign call centres.

---------- Post added at 15:07 ---------- Previous post was at 15:05 ----------

Originally Posted by carlwaring

You think, just because they're in the UK they wouldn't just do the same job, checklists and all? The job's the job. The location is irrelevant.

Thr fact is that the foreign call staff do not understand what you are telling them and l certainly do not understand what they are saying.

[carlwaring]

Absolutely, but that wasn't what DABhand said in the bit I quoted.

[denphone]

My mistake then.

[DABhand]

Carl is as usual trying to nitpick things.

Carl, in my experience over the years, with C&W up to VM, there has been a couple of times where the UK staff have been a bit mouthy or understand some things, but they have never once lied to me.

The Indians however have... And multiple times in the space of a month. As seen from the other thread I did.

1. Supposed to get a VMNG300 replacement modem, which I had some inkling I wouldn't get, but got a 20mb one instead.

2. When offered a measly £5 compensation for 3 bad weeks of net service, I clearly said NO I will call customer services in the UK the next day and get a proper compensation, she added it anyway, which caused problems the next day and with my bill I got recently.

3. Even when you say you have done what they are going to ask, they ask you anyway, you feel like strangling them over the phone. A UK tech would realise ok you have done that lets try this and that, Indian staff don't do this and that cause it aint on the list, therefore just say "I am not sure Sir, have a good day" and the phone goes down.

I suppose if I can remember months and months before I could pull out more examples.

But it is plain fact the Indian staff is rubbish, and there is a possibility any one of them could be selling personal information to 3rd party buyers or bank/CC details. They should be scrapped and the tech support brought back to the UK where you get someone who knows what they are talking about and you feel like you are getting service and professionalism that you are paying towards.

Damn I even remember the couple of months they tried to make us pay £1 per minutes to phone India... didn't last long of course lol

[carlwaring]

Originally Posted by DABhand

Carl is as usual trying to nitpick things.

No. As usual I wasn't

I was actually referring to the use of scripts and stuff like that. Perhaps better snipping would have been in order.

The job is exactly the same, whichever country you are in.

[smcaul]

Its the offshore call ctrs they should be scrapping!!!! i have nothing but praise for the Trowbridge operation, on numerous occasions they have sorted out quite complicated problems, and have always done as they said they would i.e. returned calls within the time period agreed - not once has the offshore call ctr managed to resolve an issue for me!!! In fact they cause more problems then they resolve!!!!!

The reason VM have such high call rates is the number of return calls that people have to make, in my case it is normally about 4 calls to the offshroe call ctr then a 5th to the UK and it is resolved by the UK call ctr, so 4 wasted calls, and that is cost effective is it????

I wish VM would actually look at how many calls it takes to resolve an issue, and then look at where that issue was resolved!!! But there is no way they are going to keep these types of figures!!!!! Accountants running businesses never works!!!

[Digital Fanatic]

Originally Posted by Fingy

There have been other redundacies this year too, sadly my last official day is tomorrow after 10 years of service. Ho Hum

It's really not nice being in that position

Good luck for the future x

[DABhand]

Originally Posted by carlwaring

No. As usual I wasn't

I was actually referring to the use of scripts and stuff like that. Perhaps better snipping would have been in order.

The job is exactly the same, whichever country you are in.

Of course the job is the same. But the staff aren't.

Tell me when have you phoned tech support in India and got things sorted? If it ain't on their checklist they won't deal with you or try the "We can call back within the hour" excuse just to get the phone down.

Oh but Lo, I forgot your service is excellent so you probably haven't had the need to phone India. Good luck when you do.

Think about the poor people on Mac's or a PC with a Linux OS on it, Indians are like "OMGZORZ GET OFF THE PHONE"... while a UK tech if your lucky to get one will help you no matter the OS.

You may think that to remove the entire offshore support and get the same cost in UK staff may be tough for them to keep up, I say the opposite, it is more likely they will fix issues and keep people happy.

And also would be good for the sake of my wall, it has been unsure if it is safe these last couple of months, I have come close to putting a hole in it and im not a violent person, but that is how you feel after getting off the phone from the Indians.


As for Nitpicking, of course you were, you knew exactly what I was saying but you manipulated the quote yet again to suit yourself. Same old Same old.

[denphone]

Originally Posted by DABhand

Carl is as usual trying to nitpick things.

Carl, in my experience over the years, with C&W up to VM, there has been a couple of times where the UK staff have been a bit mouthy or understand some things, but they have never once lied to me.

The Indians however have... And multiple times in the space of a month. As seen from the other thread I did.

1. Supposed to get a VMNG300 replacement modem, which I had some inkling I wouldn't get, but got a 20mb one instead.

2. When offered a measly £5 compensation for 3 bad weeks of net service, I clearly said NO I will call customer services in the UK the next day and get a proper compensation, she added it anyway, which caused problems the next day and with my bill I got recently.

3. Even when you say you have done what they are going to ask, they ask you anyway, you feel like strangling them over the phone. A UK tech would realise ok you have done that lets try this and that, Indian staff don't do this and that cause it aint on the list, therefore just say "I am not sure Sir, have a good day" and the phone goes down.

I suppose if I can remember months and months before I could pull out more examples.

But it is plain fact the Indian staff is rubbish, and there is a possibility any one of them could be selling personal information to 3rd party buyers or bank/CC details. They should be scrapped and the tech support brought back to the UK where you get someone who knows what they are talking about and you feel like you are getting service and professionalism that you are paying towards.

Damn I even remember the couple of months they tried to make us pay £1 per minutes to phone India... didn't last long of course lol

Yes carl is good at nitpicking l can see him there like some great professor.

[Peter_]

Originally Posted by DABhand

Think about the poor people on a PC with a Linux OS on it, Indians are like "OMGZORZ GET OFF THE PHONE"... while a UK tech if your lucky to get one will help you no matter the OS.

Linux is totally unsupported as the are to many variations plus we are not trained to use terminal, so as long as you know where everything is as per a windows machine and do not mention that you are using Linux you will get support as it should just work.

Now if you tell us you are using Linux and we cannot get you to do certain checks then you will be advised to borrow a windows computer and to callback.

Also all non English versions of Windows are unsupported again unless as above you can follow instruction to the letter and go to the areas on the computer as requested.

[carlwaring]

Originally Posted by DABhand

Of course the job is the same. But the staff aren't.

Well duh!

If it ain't on their checklist they won't deal with you or try the "We can call back within the hour" excuse just to get the phone down.

And UK staff will? Or will they just be told to follow the script?

I think you're making a lot of assumptions.

Oh but Lo, I forgot your service is excellent so you probably haven't had the need to phone India.

Correct.

Think about the poor people on Mac's or a PC with a Linux OS on it, Indians are like "OMGZORZ GET OFF THE PHONE"... while a UK tech if your lucky to get one will help you no matter the OS.

If VM do not officially support Mac or Linux then no-one will be allowed to officially help you. A UK tech might be able to, un-officially. but that's not the same thing.

As for Nitpicking, of course you were, you knew exactly what I was saying but you manipulated the quote yet again to suit yourself. Same old Same old.

How is quoting exactly, word for word, a single paragraph "manipulating" anything?

Also, I look forward to your trying to tell "Masque" that he's nit-picking, or whatever, now that he has disproved a lot of what you posted as the nonsense I thought it was

[Fingy]

Originally Posted by Digital Fanatic

It's really not nice being in that position

Good luck for the future x

Cheers DF, pretty sure I'll still be lurking around here.

[Helix]

Originally Posted by carlwaring

If VM do not officially support Mac or Linux then no-one will be allowed to officially help you. A UK tech might be able to, un-officially. but that's not the same thing.

They do officially support Mac. If they didn't then surely they would just say so, rather than when you get through to India they just panic and either give you Windows instructions anyway, go on hold for ages whilst they try and look it up then say they will have to call you back and never do.

The UK call centres may take a little while to look it up but they do actually give out the correct support.

[carlwaring]

Originally Posted by Helix

They do officially support Mac.

Well there you go then. I didn't know, which is why I qualified my statement. Now I do. And so does DABhand. He'll be disappointed, of course, as it's one less stick to beat VM with and more proof that he hasn't got a clue what he's talking about