Offshore Call Centres

ezzie_uk · 04-09-2007, 11:10

Just thought I would add a new thread for people to talk about their experiences with offshore call centres (the ones where the line has a different ringing sound, and when connects, and it takes about 2-3seconds before someone speaks).
Has anyone had any good experiences or are they all bad?
The only ones I have had are bad really, being lied to because I went "Off the script" that the advisor had in front of him, (1,000kbps is NOT a 20meg connection) and having a technician booked and come to my house because my TV had not been upgraded to recieve XL channels on the system... not a fault at my end.

Does anyone else find it EXTREMLY annoying when you call up with a fault, and the first thing they say is "I'm very sorry for the inconvenience, let me look at that information for you"?????
I guess its nice to have an apology for downtime, but after the 3rd or 4th time, it sounds very hollow and not at all genuine....

Paul · 04-09-2007, 11:34

Call center staff can be bad no matter what country you call. I've dealt with bad ones here and abroad but I've also dealt with good ones too. At least the ones abroad have actually worked hard enough to learn another language unlike some of the people in this country.

handyman · 04-09-2007, 12:06

Quote:

Originally Posted by Paul

Call center staff can be bad no matter what country you call. I've dealt with bad ones here and abroad but I've also dealt with good ones too. At least the ones abroad have actually worked hard enough to learn another language unlike some of the people in this country.

My experience is that is is not always the CS staff at fault, poor quality systems and management can lead to confusion and miss leading information being given.

However overall over the last year those advisers based in other countries have been unable to assist me in any shape or form.

Sky - The channel we were watching was out of sync even after a reboot of the stb. Called up explained it and was put on hold straight away for over 10 minutes then transferred back to the UK. What was the point or benefit in them picking up the phone.

Orange - Called up to ask about a letter they should have sent. Again went through a painful DPA check then explained my problem. was put on hold for a few minutes then told I would have to be transferred. They did not even transfer me to the right place.

It's just not good enough.

Greasemark · 04-09-2007, 13:59

This very day, after having spent the past two weeks trying to get help with my bb connection, calltaker answered the phone , usual speil about the costs , when I stated my problems(for another thread) decided to ignore me, could hear the background stuff going on, but my young lady refused to talk to me, except a few garbled grunts. I was fuming.

On another note, I get the feeling nowadays that im talking to someonbe who knows even less about the subject im querying. Do any of these guys actually have any technical qualifications. I think not.

**Chris** · 04-09-2007, 14:03

I have rarely dealt with a dreaded Bombay call centre, but I have to say, my worst experiences have been in dealing with VM in the UK. The young lady I spoke to when I called to complain about my ADSL line speed didn't know the difference between kilobits and kilobytes and spent five minutes arguing with me that my line was fine, until I insisted she pass me on to her team leader.

Kindra · 04-09-2007, 17:46

IMO, they should make sure the people in the call centers can talk and also understand English, I have called a few times and the mainly Indian talking "mallet" on the other side is of no help and always cant understand what I am on about or what I am saying.. and the same applies to me with his accent.

My experience is ****e, is there a UK based call center number plz..

K..............

LiamTG · 04-09-2007, 18:47

Offshore call centres what are they!!!!!!!!

Justy · 04-09-2007, 21:07

I called virgin media the other night to disconnect to transfer to orange cause i get it free thru my mobile fone contract. on hold for more than 15 mins and got cut of so called back and by this stage it was 7:50 and I got a message 'I'm sorry but we are very busy at the moment, you may wish to call back later. Good bye' and the line went dead.

I called back, chose a different option and spoke with a guy in India.... Oh my... how bad. Took me thru full DPA.... EVERY SINGLE DPA QUESTION THERE WAS... your name? postcode and house number? - even tho he had just taken it to find the account. Your DOB, how do you normally pay your bills, how much was your last bill, what services do you have with us..... aaaggghhh. I was fit to be tied! Then he tried giving me an 0906 number for tech support because he couldn't understand me!!!

He told me all the uk call centres closed at 8 - untru cause it's 10pm now.... They really have no idea what's happening over here!

Bring back the UK only call centres