12-02-2011, 13:52
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#1
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Inactive
Join Date: Jan 2011
Location: Belfast, Northern Ireland, UK
Services: Virgin XXL Internet,
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Posts: 95
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Call Centres
hey,
now im by no means racist or sectarian and what people think or believe is no matter of mine, but call centres. Is there a reason sales are in the uk and tech support is in asia? Apart from being hard to understand and kinda cheeky sometimes is there a need for them? i wouldn't mind if they spoke english like a 2nd language to them or whatever but i would rather ring sales and speak to an english person then ring tech support and be there for hours. In my opinion OFCOM should make a rule where a UK only company should have to have all it call centres in the UK. Not only would this boost the uk economy but also be very valuable to the customer. o2 do a great job of this and also even used it as a advertising campaign! Now as i said before i dont have any problem race or religion i just want people i can understand! oh and you dont see an Asian ISP having there call centres based in the UK now do you??
thanks,
jordy
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12-02-2011, 13:56
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#2
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cf.mega poster
Join Date: Sep 2003
Services: Gig1, Hub 5
Posts: 12,040
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Re: Call Centres
usually sales are kept in the uk as I imagine sales would nosedive if in india. Companies are well aware that customers hate offshore call centres but obviously if they calling tech support they already a customer at that point.
Aside from the issues you mentioned also when I spoke to india 2 days ago I could barely hear the person on the other end, I had to keep telling her to shout.
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12-02-2011, 14:04
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#3
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Inactive
Join Date: Jul 2007
Location: Lancashire
Services: Premier
Posts: 106
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Re: Call Centres
When I asked to be put onto a UK operator because I had difficulty understanding him. He said I shouldn't have any problem understanding him considering where I live (Blackburn)
10 out of 10 for comeback... Couldn't really argue on that point but it did kinda seem like I'd been insulted in some kind of vague way!
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12-02-2011, 14:08
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#4
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Inactive
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Re: Call Centres
I was trying to tell the woman when i was going from 30 to 50 that i all ready had a superhub and an engineer would be wasted and he would not do anything, she then came off with "i understand this is fustrating and it is for me too" i was like wow what? where did that come form? lol then rang cancelations, said about i was going to cancel due to her being rude to me (which she also was) then the english woman was far nicer and understood me completly
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12-02-2011, 14:12
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#5
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cf.mega poster
Join Date: Aug 2004
Posts: 11,207
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Re: Call Centres
Offshore call centres aren't all entirely bad, as some other companies do it very well. It's just a case of VM's being particularly poor for whatever reason.
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12-02-2011, 14:21
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#6
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cf.addict
Join Date: Sep 2007
Location: Sunderland,UK
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Re: Call Centres
I've recently contacted the call center a few times, Would I be correct in thinking they have one in India and one somewhere else? They speak better English but it's more Americanized?
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12-02-2011, 14:26
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#7
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cf.mega poster
Join Date: Aug 2004
Posts: 11,207
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Re: Call Centres
They have several call centres in the UK as well.
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12-02-2011, 21:16
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#8
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Inactive
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Re: Call Centres
Worst thing is when your on the phone for about 20 mins with the 1 person then BANG!! she needs to transfer you! then the fun begins, "ive told the other person your details so it shouldnt be a problem" "ok then"(other person come on) "hello can i have your details" *facepalm*, the lies they spout is unbelievable...
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12-02-2011, 21:21
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#9
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Permanently Banned
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Re: Call Centres
Quote:
Originally Posted by jordyGFC
Worst thing is when your on the phone for about 20 mins with the 1 person then BANG!! she needs to transfer you! then the fun begins, "ive told the other person your details so it shouldnt be a problem" "ok then"(other person come on) "hello can i have your details" *facepalm*, the lies they sprout is unbelievable...
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It would help if you could clarify which if any company you are talking about, as your first post only mentions O2 but you posted this thread in the Virginmedia internet section, so it is rather unclear which company if any in particular is been spoken about, so I would have thought that this thread would have been better placed in another section of the forum.
This aimed specifically at the thread subject in general and not at anyone in particular.
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12-02-2011, 21:29
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#10
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Inactive
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Re: Call Centres
Quote:
Originally Posted by Masque
It would help if you could clarify which if any company you are talking about, as your first post only mentions O2 but you posted this thread in the Virginmedia internet section, so it is rather unclear which company if any in particular is been spoken about, so I would have thought that this thread would have been better placed in another section of the forum.
This aimed specifically at the thread subject in general and not at anyone in particular.
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yes i posted in virgin media internet section on a cable forum when in with virgin media about o2..... obv not
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12-02-2011, 21:32
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#11
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Re: Call Centres
Quote:
Originally Posted by jordyGFC
yes i posted in virgin media internet section on a cable forum when in with virgin media about o2..... obv not
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I know most companies have offshore call centres I just found it odd that the first post never actually mentioned Virginmedia by name especially as it in that section so I felt that you were aiming at a more generalised discussion about such agents.
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12-02-2011, 21:35
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#12
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Inactive
Join Date: Jan 2011
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Re: Call Centres
Quote:
Originally Posted by Masque
I know most companies have offshore call centres I just found it odd that the first post never actually mentioned Virginmedia by name especially as it in that section so I felt that you were aiming at a more generalised discussion about such agents.
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i just thought that on a cable fourm mostly about virgin media people would pick up it was about virgin media....
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12-02-2011, 21:48
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#13
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cf.addict
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Re: Call Centres
I'm not sure why, but I find India call centres seem to promise things that they don't really have any right of promising.
Like earlier this week my broadband cut out and it turned out to be an area fault but the fix time kept getting put back further and further. The Indian call centre promised me that it would be fixed by a certain time - of course it wasn't. I could understand it if they said we will try our best to have it fixed by x or its likely to be fixed by x. But they told me it will definately 100% be fixed by that time.
I have noticed it before with 3's indian call centre as well, they made some huge cockups when starting my contract but promised me that I would never have any problems with 3 in the future. Roll onto the following week and they managed to lose my number whilst porting it.
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12-02-2011, 21:55
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#14
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Inactive
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Re: Call Centres
Quote:
Originally Posted by Helix
I'm not sure why, but I find India call centres seem to promise things that they don't really have any right of promising.
Like earlier this week my broadband cut out and it turned out to be an area fault but the fix time kept getting put back further and further. The Indian call centre promised me that it would be fixed by a certain time - of course it wasn't. I could understand it if they said we will try our best to have it fixed by x or its likely to be fixed by x. But they told me it will definately 100% be fixed by that time.
I have noticed it before with 3's indian call centre as well, they made some huge cockups when starting my contract but promised me that I would never have any problems with 3 in the future. Roll onto the following week and they managed to lose my number whilst porting it.
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pffft typical.
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12-02-2011, 22:07
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#15
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Dr Pepper Addict
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Re: Call Centres
Quote:
Originally Posted by Masque
so I would have thought that this thread would have been better placed in another section of the forum.
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Just to be clear, the forum team will make that decision, so lets move on.
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