Quote:
Originally Posted by Chris
On the face of it this is a good move, but staffing costs in the UK are higher and if they offset that with reduced cover or poorer training, things could go very pear shaped.
Let us not forget, when this site was founded, NTL was providing shocking CS from exclusively UK-based offices ...
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This is true however when I worked for NTL I was also a customer too, and regardless of how bad it could be it was never as bad as a standard Indian call centre. At least with those in the UK there's accountability, if you manage to get a name of someone you can report them. With Indian and Filipino call centres they know they can give you any word in their language and you'll have a tough time getting a complaint raised.
Also we tend to understand our own laws and customs too: a few years back when I was with HSBC I called them to report some fraudulent transactions on my account and the Indian agent said there was only so much he could do as he was "not familiar with UK laws".
I'm extremely against foreign call centre for many reasons, in India it's considered rude and almost a 'failure' for someone in a service role to not know the answer to things so often rather than say "I don't know" they'll simply ignore the question or answer a question that you didn't actually ask. Also many dont like to say 'no' so when you ask something to which they need to respond in the negative instead they'll simply give you a very vague answer and hope you pick up on the hint. I'm sorry but if I'm paying them my hard-earned money then I expect straightforward and up-front answers.
As such I have no problem paying extra for a service if it ensures I only get UK customer service.
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