Rant: Outsourcing Company Call Centres

Been ringing SkyBB support about my very high pings WHICH my problem was annoucned by sky AND a solution

"Get to tier3 and ask for your max delays to be lowered to 8 delays"

But everytime i get through to these damn ********* they dont have a clue what im talking about, some of them didnt understand latency and ping.

I just dont see how having a foreigner on the phone for a british company is going to help anyone but there profit.

********.
 
Vixen said:
The Virgin Media tech support line is an 090 number, and it's something along the lines of 75p connection and 50p per minute.
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thats clearly outrageous if true, the british companies should be well ashamed of themselves, they are probably making millions from people phoning their call centres
 
Psycho Sonny said:
obviously you get the odd redneck or two, but on the whole, they dont complain about anything near as much as the british do, in fact i would go as far too say, i think its only a problem working class people have, or the majority of the people who have the problem is the working class, anybody with money really doesnt care
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Anybody you ask will tell you that I am very much into other cultures, I never ever judge anybody based purely on anything other than themselves.

HOWEVER, this is the UK, our primary language is English, it is not too much for me to expect when I call a UK based companies support line that the person on the other end will have a firm grasp of this nations native tongue...

it has bog all to do with people being moronic and disrespecting others culture... And as for the "its only the working class" comment.. well :confused:
 
theoretically they introduced the charging to discourage people from ringing up with non connection problems (how do i change my email address, my computer keeps crashing etc when i'm online), and you should be offered, or at least able to request a credit to your bill for the cost of the call if it's legitimate (not user error, and actually a problem with the modem/equipment/service).

Semi Pro Waster, when I phonetically I don't mean full phonetic alphabet but rather the difference between having to go
"my name is Adrian ........ and I live at ........ ... ..P for peter"
and
"my name is Adrian....no Adrian not Adam,....no not Andrew it's Adrian that's A for Alpha, D for Delta, R for Roger, I for Island, yes that's it, Adrian" ;) rinse and repeat.
The fun part is when they go through all the details and find there isn't such an account before they check that they've taken down the right name and address.
 
Psycho Sonny said:
obviously you get the odd redneck or two, but on the whole, they dont complain about anything near as much as the british do, in fact i would go as far too say, i think its only a problem working class people have, or the majority of the people who have the problem is the working class, anybody with money really doesnt care
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Is this from your own personal experience, because I find your comment rather lacks substance, and as for the working clasee people comment ?? What on earth ? :confused:
 
Psycho Sonny if your representing the upper class, then god i hope you turn out like Amy Whitehouse.
 
The point is why should the OP have to try, if it was a UK call centre he would have known exactly what the guy was saying.

anyway I work for www.zen.co.uk and our call centre is based inside the main HQ. :D
 
Outsourced call centres are dire. Sure they are cheap, but they are next to useless. I've got through to them a few times when trying to sort out my connection with BT. They can't even access any of my account details, whereas the same number that leads to a call centre in the UK can. Plus half the time you can't understand them and they get annoyed at you for that, or they can't understand you.
 
RobH said:
I though Telewest were Virgin Media now?
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Yes they are, and their service has gone downhill quite incredibly.

I had no service for half of last weekend, and no clear explanation from VM as to why this happened.

Service was much better under Telewest. :(
 
When I went to open a new account (with a bank that I was already with so they have all my details)...

Them: "Hello Sir, how may I help?"
Me: "I'd like to open a new account please"
Them "I'll need to ask you a few questions"
..
..
.. abitta later
..
..
Them "What is your salary please sir?"
Me: "You don't need to know that"
Them: "I'm afraid I do Sir"
Me: "I'm not prepared to tell you that"
Them: "I'm afraid I can't complete this application for you Sir"
Me: "Yes you can. I've opened an account here before without you needing that"
Them: "Please Sir if I can have your salary details"
Me: "I'm sorry but I'm not giving them to you"
Them: "Then Sir we cannot complete this application"
Me: "Ok, ok... I earn £1"
..
..
pause while she thinks what to say and then clearly can't deviate from her script...
..
..
Them: "Is that monthly or yearly?"
Me: "Well it's obviously monthly. I'd never get out of bed for £1 a year"



pmsl :)
 
Hmm, difficult one. I used to be with Tiscali and the tech support team in India was great - no issues at all with them, sorted problems swiftly and always called me back rather than me paying to call them.

Best call centre tho has to be First Direct - love phoning them up, being they are only in Leeds!

The problem is, everyone wants 24/7/365 call centre support, agents who know how to solve any problem, no waiting on hold and they want it for free...You get what you pay for - VM is DIRT cheap, £30 for phone, BB & cable TV inc Setanta Sports, TV on demend etc.
 
Hades said:
When I went to open a new account (with a bank that I was already with so they have all my details)...

...:)
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That's because of money laundering regulations - telling her £1 will more than likely have flagged you as your account turnover will be massively greater than you have told the bank. It is a requirement that the banks all take precautions under money laundering laws - the advisor themselves must be satisfied you are opening an account for a good reason and that it isn't for dodgy purposes.

Oh, stating such a low salary would also affect your internal credit score and most likely hurt any chance of borrowing from that organisation.
 
I phoned an india call centre for a problem once and they read out the usual BT script. I asked for a supervisor to talk too and I got a nice new modem and an engineer sent to me the next day !!! :eek:
 
Kitchster_uk said:
That's because of money laundering regulations - telling her £1 will more than likely have flagged you as your account turnover will be massively greater than you have told the bank. It is a requirement that the banks all take precautions under money laundering laws - the advisor themselves must be satisfied you are opening an account for a good reason and that it isn't for dodgy purposes.

Oh, stating such a low salary would also affect your internal credit score and most likely hurt any chance of borrowing from that organisation.
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Fair point about money laundering and it did cross my mind at the time. If she could deviate from the script she would be able to tell me the reasons she is asking.

Odd about my credit rating though. I check it regularly and it's perfectly fine :)
 
Hades said:
fair point about money laundering.

Odd about my credit rating though. I check it regularly and it's perfectly fine :)
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Banks use a system of credit scoring and depending on how advanced it is, it takes into account things like your salary, residential status, account conduct as well as external things such as credt register searches. There is a threashold on our system for income per month and below that, borrowing is totally rejected outright.
 
Psycho Sonny said:
thats clearly outrageous if true, the british companies should be well ashamed of themselves, they are probably making millions from people phoning their call centres
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I am aware of at least one ISP several years ago "breaking" their mail system to generate income with support calls.
 
JBod said:
I am aware of at least one ISP several years ago "breaking" their mail system to generate income with support calls.
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Why doesn't that surprise me - there's a reason so many companies advertise on television "UK only call centres"

No one wants to speak to a monkey halfway round the world who's not allowed to deviate from the script given. This helps no one and only serves to aggrivate said customer even further !

I personally dont care if its their second/third language they've learned - what they need to learn is the fact that these companies are exploiting them as cheap slave labour in the "sweatshops of the 21st century" !
 
The Virgin Media support lines are seriously dire. I am very very disappointed to say the least as I was an incredibly happy Blueyonder customer some years ago before I moved out of a cable area. People with the top broadband even got their own support line straight through to a team of very knowledgeable engineers (who didn't mind a chat at the weird hours I kept back then :p).

Now it is broken english read from a script. Who simply do not believe you when you say something to them over the phone. I was told to call back after I had installed Windows when I told them I was using a Linux desktop.... the actual internet line was down due to a fault in my area at the time but he refused to actually do anything because I could not perform "tests" on my desktop.
 
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