Off-Shore Vs OnShore

[devil]

When you call NTL does it really matter if your call lands in offshore or onshore center.



If you want to share more thoughts, you are welcome. CHEERS !!!

[awibble]

After a few calls, i've started hanging up if i can tell a call is offshore, Saves my time, and their time. (I have found this true for all companies)

[Hugh]

I prefer on-shore, mainly because I would like the person answering the phone to be domiciled in the UK, to pay UK taxes, and spend their wages on UK goods and services.

[Paul]

As long as they resolve the issue I don't care who I talk to, obviously if it was economically sensible I would prefer local call centers but we can't control global economics can we

[devil]

Originally Posted by foreverwar

I prefer on-shore, mainly because I would like the person answering the phone to be domiciled in the UK, to pay UK taxes, and spend their wages on UK goods and services.

the issue was for technical assistence not for nationalism
(I am sorry if I offended someone)

[awibble]

Originally Posted by Paul

As long as they resolve the issue I don't care who I talk to, obviously if it was economically sensible I would prefer local call centers but we can't control global economics can we

Can you let me know which offshore call center can do that?

Maybe ive had bad experences, but offshore to me tends to come down to lack of knowladge....

[devil]

Originally Posted by awibble

Can you let me know which offshore call center can do that?

Maybe ive had bad experences, but offshore to me tends to come down to lack of knowladge....

I work in off shore center and I do get customers who say that I am happy I landed in offshore call center.

[smucks]

I tend to find On shore better then off Shore and they seem to resolve your issue quicker.
Also after explaining that you have done all the tests before calling including safe mode with networking on all computers with and without router, I find that I am not talking to someone asking me to repeat all tests to find that they can not help and have to pass me over to the next level of support.

The only problem I have is I tend to have repeat everything I say 3 or 4 times and trying to explain to someone in an Indian call centre that im not a noob and know what im saying I find very frustrating so im saying on shore

---------- Post added at 22:06 ---------- Previous post was at 22:04 ----------

Originally Posted by devil

I work in off shore center and I do get customers who say that I am happy I landed in offshore call center.

no offense but do these customers originate either through birth or desendance from India? cuz thats the only way id see someone saying they are happy.I dont mean this racially either I find it hard to understand a scot or jordie

[awibble]

Originally Posted by devil

I work in off shore center and I do get customers who say that I am happy I landed in offshore call center.

Wow... i get depressed the second i relize its off shore, as i know that they dont have access to all the infomation, and by the end of it i will probably be transfered back to the uk anyway. Maybe its because i check the things like restarting my computer before i call up, but i am yet to be happy that i called offshore...... Dont get me wrong, im sure everyone works very hard, but i think sometimes there is a language and knowladge barrier that comes into play.

When they say that its a tempary problem and to re-try in 30 minuites, when you told them that you spoke to 3 people that day already that told you the same thing... and then they go "Yes i understand sir, but its a tempory problem and if you try again in 30 minuites it will work i promise you" you can see why i dislike them.

I think the problem comes that not been able to use the systems or products that i call about, they can only follow the script, and they have to follow the computer screen and will not jump past a step. They also dont seem to think that anyone as a knowladge of more than a 5 year old sometimes.

I'm sure there are some good offshore call centers, and im sure if my mums adsl line was down it would be fine for her, as she probably just needs to reboot like i always tell her to do first, but when someone calls and says i've dont X,Y, Z and i also tried W, and then they say "could you please try X" you can see why there is a problem with the offshore call centers.

Some of the onshore call centers are jsut as bad... but at least you can say to a jordie that you cannot understand them without them taking offence, and the lines are normally better quality without distoration.

[Chrysalis]

not a cable customer but I voted as my answer applies to any company really.

[Rapid Dr3am]

I prefer on shore centres. I work in faults and I have phoned up in the past and got an offshore centre who try and get me to do loads of things and don't seem to understand when I say "I've done all that I work for VM in your England centre".

Eventually after loads of effort I get them to call secondline who happily take my call as I know them all.

[r00t]

Same as Rapid Dr3am,
I work for VM in the BBI section, and being told by an offshore agent that I need to buy a new ethernet cable and this will enable my modem to establish downstream lock, when I know this is impossible doesn't make me think highly of offshore agents. After explaining over and over that I'm tech support for BBI I was put through to 2ndline and had a tech booked, who turned up the next day and cured my fault.

Go tech's

r00t:edit
Though I must say the agent was very polite and his customer care skills were great.

customer care skills 4 technical skills nil

Pretty damning poll even if there has only been 40 votes I see none have backed off shore

[TheNorm]

I think it doesn't matter where the CS person sits - the important thing is that the query is dealt with satisfactorily, which is largely a matter of training.

Some of the best, and some of the worst CS (not just ntl or VM) I have experienced has been from UK call centres.