Foreign Call centres

[hobbit]

I have just set up a new contract on orange, and talking to the registrations department, it seems its all being tranferred to India, at the mo only the registrations, but they are not sure in the future what the score should be

Having just had a year with 3 I know if Orange send all their calls over there the chances of me staying with them will be very low

[Cherry Bomb]

Why?? :?

[Barry Scott]

I cannot stand foreign call centres.  Taking work away from people in our own country to save money  :shock: , any company with that kind of view of it's customers will not get my business if I can help it.

[TUFFTEE]

Every time i have to call customer services for whatever company! I ask them their location! If it's outside the UK i politly say " I am sorry but i am not prepared to talk to someone outside my country" And that if they want my Business then they are to call back from a UK location! That gets their attention! :(biglaugh):

[Hightower]

any company with that kind of view of it's customers

It ain't the customers that are the problem, it's the shareholders.

Companies only have to keep reducing costs and increasing profit margins because the shareholders demand it.  In this day and age, profit is everything.  All companies, whether UK or offshore, are trying to make as much money as they can.  And that money comes from you, the paying customer.  Either they save money, or they charge you more.  Which would you prefer, honestly?

[TUFFTEE]

I would prefer them to give us what we want! Or we take our business elsewhere! Clear answer to the shareholders i think!

[barmiebrumie]

I've just gone over to Orange today from One to One, swmbo & myself have kept our old numbers, orange said that on the 6th they would switch them over, noon today swmbos new phone works no prob's 3.30 mine still not on & old phone off called orange spoke to a call center in Newcastle & because swmbo signed the agreement they wouldn't speek to me  even thogh they said they were aware that the bills were coming out of my bank account :!: , swmbo's just tyred to get through & her new phone wont pick up (already swaped due to first one not switching on),



rant over,

john.

[Xtremeteam]

i am currently flying on thin ice due to a call centre being unable to understand plain english,sent my insurance documents out to me for mon as i told them i needed to tax the 90 & instead sent it to the guy across the street who luckily didnt get a pasting cos he just sent it straight back so now im F&*(_D for taxing the motor till the new document arrives,i hate it when folk dont make an effort,if i get mail with the wrong addy on it i atleast make an atempt to find the right owner.unlike the t1t across the road who sent it straight back,when i went n chapped his door to ask him about if he had recived any mail with the wrong name on it he went all jumpy & started to be quiet obnoxious about it & made out i was tryin to rip the insurance company off,       god im anoyed

[MuddyMary]

We had problems with our online banking facility for business banking. After 2 weeks, yes 2 weeks  :twisted:  of their Indian Call Centre telling me they had technical problems and could I call back :x  I eventually got to speak to someone in the UK :)

I hate the fact that you cannot always understand what is being said and they do not always understand you.

My husband spent several months in India a couple of years ago setting up a call centre for a UK company. He said that alot of the staff in India can only deal with the script they have in front of them and if they get calls which are not covered they struggle.

Needless to say he has not set up anymore call centres in India and even though he advised hte UK company not to use India, it wasn't until they realised the problems that they closed it and returned to the UK :P

[muddyweb]

I hate the fact that you cannot always understand what is being said and they do not always understand you.<snip>
He said that alot of the staff in India can only deal with the script they have in front of them and if they get calls which are not covered they struggle.

That's not just true of call centres in India... that is true of call centres in the UK too... they are hateful places.. their performance is measured by how quickly they get you off the phone.. not how well they deal with you.  They have a script which accomodates 95% of the calls they take... that's good enough for them.

Don't like it ?   Well, you have a choice !   Why do you think that so many companies moved to centralised call centres ?   Because the consumers (i.e. You lot !) kept moaning that you wanted things cheaper, whilst (as Simon mentioned) the shareholders wanted more profit.

Why not go to your local insurance broker instead ?  Use a bank which doesn't use a call centre...  and so on.    Some things you can't escape from, but the only way that things will change is if the market dictates it and doesn't get sucked into the marketing hype.

[datalas]

Why not go to your local insurance broker instead ?  Use a bank which doesn't use a call centre...  and so on.    Some things you can't escape from, but the only way that things will change is if the market dictates it and doesn't get sucked into the marketing hype.

Here here, we live in a capitalist society, not a democratic one.  Vote with your feet and with your wallet :)

[Lostboy]

Vote with your feet and with your wallet :)

I did - I had a credit card with Beneficial, and called their customer services once to sort a minor problem out. After great difficulty, due to the Asian operator being unable to understand my Scottish/Kiwi mixed accent their respose was "You'll need to call customer services for that!" - thats what I thought I was doing!!

Hence, I no longer  have a credit card  :D

[Xtremeteam]

Scottish/Kiwi mixed accent

:shock:  :shock:  glad its not my hearing thats to pot when i try & understand you sometimes pete,although my broad fife accent can cause some probs  :lol:

[the loon]

I have just set up a new contract on orange, and talking to the registrations department, it seems its all being tranferred to India, at the mo only the registrations, but they are not sure in the future what the score should be
Having just had a year with 3 I know if Orange send all their calls over there the chances of me staying with them will be very low

I've mentioned it before but I work for Orange (well someone has to   ) most of the registrations are done in UK along with general helpdesk calls etc alot of pay as you go goes to indian call centre but if your at the end of contract its all UK
It seems that your not the only one who has said this I work in the retentions dprt (we deal with customers looking to leave network and make them offers to stay etc)
I can say that you will only probably see the increas in calls being delt with by foreign call centres but if you want to raise this with orange write
to:
Correspondance dprt
PO Box 10
Patch way
Bristol
BS32 4BQ
If you mark the letter for chief executive or similar will go to the office of the head honcho.

Most of the calls that go to india are whats classed as easy to handle i.e billing issues dont go to india or technical issues etc as the indian operators cant grasp the problems but if you get any issues ask for operators extension number and ask to escalate the call to a supervisor or senior advisor(BEFORE you do this how ever tell the agent you want to pay your bill by credit card - dont worry you need need not pay them anything but when we go into that part of billing system it leaves a "footprint on the account - some agents are reluctant to give names and ext numbers in case you make complaint so you can note time of call and we can trace them that way from footprint)

If you need any other help or have any problems PM me and I'll let you know all the tricks