Rant: Outsourcing Company 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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There you go with your soapbox, banging on about how the OP must have been a moron to pick on the poor indian call centre guy and that we should be more tolerant and the like.

Then you say it must be a working class thing.

irony is a wonderful thing.
 
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Psycho Sonny said:
your post shows how much you know about other people on the planet, abdul is an arabic name, and generally anyone called abdul is either muslim, arabic or both, maybe if people like you could understand this simple logic, and educate yourselves about other people, their religions, culture, etc, then they might help you if you treat them normally.
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follow your own advice and get educated about blabla whatever - you get muslims in india...hardly surprising since pakistan didnt exist until relatively shortly after the end of british rule, and when it was created (amoungst some pretty nasty goings on), not every single muslim moved there...

history>you :p
 
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Kitchster_uk said:
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.
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Yep, I'm a software developer for a bank. I was part of the team that wrote our loan system too :)
 
BrightonBelle said:
This is painful.... hate call centres.

Doesn't even understand me. :mad:

BB x
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So my Orange Broadband stopped working on tues and I tried resetting the Livebox...turning it on/off etc etc... and I call them on weds but they couldn't access all of my details as I couldn't give them my login name :/ I said... all I want you to do is a line check... I don't need all this troubleshooting nonsense (this is where I was at in my above quote)

"Miss, we need to go through the steps with you, please call us when you get home"

"I don't particularly want to pay your exorbitant costs when phoning YOU because there is a problem with YOUR system" Grrr!!!

I call again on Thurs eve with my correct login details asking for a line test but he had none of it... so I waited till I got home.

My dad called and I couldn't hear him, I tried calling from my mobile to my land line - rung but no sounds... called mobile from landline - didn't ring. Tried all my phones in BT port. Phoned BT.

AUTOMATED SERVICE!!! One thing possibly more irritating than outsourced call centres??? So you'd think... so I pressed 1, 2, 4 or whatever and the computer did a line test for me (70p later!) the voice found a fault and asked me to:

Press one for BT updates sent as a text message to your mobile
Press two for BT updates sent as a text message to another mobile
Press nine to wait in a queue for a customer services representative

I pressed one.

Got a text from BT at 8ish this morning saying that they had found a fault, then another at 817 saying that someone was working on my fault, then the engineer dude called me at about 840 asking if anyone was home.

He said he was trying to ring the house and it was working... I asked what the problem was and he said that there was a fault with something in the green junction box in the street and that it was only me affected!!! Typical!!! So fingers crossed Orange will now work!!!

We will see... automated services have definitely come a long way since I last used them!!

If Orange had done a line check like I had asked them in the first place I would have had Broadband working last night... GRrrrr!

Thanks for listening if you have been!

BB x
 
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Rotty said:
It gets beyond a joke

I rang my local takeaway the other night to order a curry, I could have sworn the bloke who answered my call was Indian :p
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one of the chinese takeaways near where i live there's a guy who when he answers the phone puts on a chinese accent but really has a broad norfolk accent he says he does it cause people get confused and think they've called the wrong place if not

O2 is out sourced to Ireland it disgraceful

i have to ring up microsoft every now and again there pretty good but our the companies ISP is awful.
(after holding and telling the guy our details 3/4 times) "our internet isn't working"
"would like an upgrade/would you like to speak to someone from our sales department"
"no i would like to know if the problems at your end or our end."
"we can upgrade your sevice for"
(hangs -up)
 
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my heart sinks when i'm connected to an outsourced call centre. the communication barrier is just too great. you spend half the time repeating yourself.

obviously it's not their fault, it's the company. they would rather try and make a quick buck than have happy customers.
 
West said:
I was ready to Slaughter Dell, they are the worst
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Really? The only time I ever get through to the Indian callcentre is for them to ask the service tag. They just check its in warranty and forward your call to their Scottish call centre.:confused:
 
My friend had exactly the same problem with Virgin.
She wanted to go wireless but the ethernet port wasn't working on her (very old) cable modem.
Just to make sure we did all the old "turn the power off, turn the modem on and wait 30secs" routine, but the port was still dead.

Rang up Virgin and got put through to the Indian call centre and explained the problem and what we'd done.
They followed the script and we humoured her by going through the power cycle stuff one more time and surprise surprise still no ethernet.
The Virgin woman was obviously confused by this and wanted to go through the whole thing again :mad:
They ended up saying they couldn't help and ended the call.

We tried again a few days later and got thru to (I presume) the Swansea call centre.
Explained the problem and the lady said they'd send a new modem out and that she'd refund the cost of the call, mentioned the previous call and she refunded that as well :cool:
 
Psycho Sonny said:
i had to go back the next day so the guy could finish it off, he charged 10p for the haircut, i gave a £1 tip and he was well chuffed, it wasnt the guys fault the electricity went,
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You're on your high horse but you are making problems yourseld. I have travelled in India and giving tips like that is what is ruining the place. Giving him a £1 tip is like someone giving you a week wages as a tip and it is not right. Goa is turning into Turkey for tourism for that exact reason.

When we are there we need to remember it is a thrid world country and give tips, haggle on prices with this in mind. It's not cruel or tight its about them not expecting it form the next white face that turns up

On topic, Orange are the worst, i rang up to change my address with them a couple of days ago and i was on the phone for 35 mins spelling words and re pronucning letters as the women could jsut not understand me
 
You all complain but do you go with the cheapest deal because if so that is what you are going to get, while the company is to blame they are responding to market pressures, people seem to want low prices, good support and low prices don't go well together.

Don't pay £10 a month for your Internet and maybe the support will be better. :eek:
 
When I worked at NTL four years or so ago, we had a dedicated faults centre. Here all the staff were trained in diagnosing faults and fixing or sending out techs or passing the faults to 2nd line techs (Myself and others). While some of this was scripted, we were able to think for ourselves and by pass any unnecessary diagnostics. Then, in the months before they closed the fault centre, they cross trained us in Customer service as well and things went down hill from there. It was only a few more months before much of the call centres were in India. So dont blame the Advisors there, it would also be the same in this country too, only more expensive for the Companies.
 
Think of it this way - carp customer service means that the savings that the companies make are passed on to the consumer?!

/wakes up..

It is annoying - but I can understand from an economic point of view why large companies do this. Profit, Profit, Profit.
 
Hades said:
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 :)
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Quality, man! :D

I'd ask to speak to a manager tbh, there's no way in hell they have the right to know that and no way they need to know either.

Cheeky buggers.
 
MHayes said:
You all complain but do you go with the cheapest deal because if so that is what you are going to get, while the company is to blame they are responding to market pressures, people seem to want low prices, good support and low prices don't go well together.

Don't pay £10 a month for your Internet and maybe the support will be better. :eek:
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It's not really like that, though. Most people are on a bundled service with their telco provider. It's these big companies (like Virgin) who are screwing us with bad service, not "Chavboy's Interweb Service" operating from a back room in Essex somewhere.
 
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