Admiral - Offshore call centres?

Scottland

Scottland

Scottland

Soldato
Joined
18 Oct 2002
Posts
15,713
Location
North Wales
Does anyone know if Admiral are now using offshore call centres?

I've only ever spoken to UK based centres in the past when I've been speaking to them, but I called them yesterday and spoke with a chap who I presume was offshore based due to the very poor line and scripted responses.

Does anyone know if this is the case?
 
admiral are mostly uk calls centres (swansea and cardiff) however there is a renewals department (maybe inbound sales aswel) in canada.
 
Matt82 said:
you dont recon they use scripts here?
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Yes of course, but they don't stick to it as much IME as they have a decent enough grasp of what they're going on about.

SGWills said:
admiral are mostly uk calls centres (swansea and cardiff) however there is a renewals department (maybe inbound sales aswel) in canada.
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Definately didn't sound Canadian ;)
Might just have been a strong accent, wasn't Welsh either though :p
 
Scottland said:
Yes of course, but they don't stick to it as much IME as they have a decent enough grasp of what they're going on about.
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they use scripts to a certain extent, because of the nature of the business they are bound by law to advise and say quite a bit, but most the call would be with out script :)
 
SGWills said:
lol the call centres maybe based in wales but you dont have to be welsh to work there :p, which department were you ringing just out of curiousity?
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Just customer services, and then opt 2 for single car policies. I was just checking they hadn't moved all their call centres to Pune, my renewal is up at the end of April ;)
 
im pretty sure they havent moved them, the canada dept. are to take the calls in the evening, i know that renewals is mainly swansea and canada in the evening ;)
 
I've spoken to India a number of times when ringing Admiral to make changes to my policy, particularly if I call in the evening. I think it's just out of core hours cover.
 
[DOD]Asprilla;11261091 said:
I've spoken to India a number of times when ringing Admiral to make changes to my policy, particularly if I call in the evening. I think it's just out of core hours cover.
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how recent was this ?
 
I rang them twice the other day to make some changes to my policy and spoke to Indian women. I then phoned the sales line and spoke to a Welsh guy.

They seem to be doing what quite a few companies are doing and keeping their sales lines in the UK so that people feel at ease when they take out the policy, and then the after-sales/support tends to be off-shore call centres. I noticed that Virgin are doing the same thing.

I found the Indian staff reasonably inept. They put me on hold quite a bit to go ask their supervisors for advice when the answer to my question wasn't on their script.
 
I can confirm the above too. Called to let them know of a change of address and spoke to an Asian chap. He was very friendly and tried to help, but it was still frustrating spelling my new address and postcode out to him a number of times (and phonetically too) but he got there in the end :)

This was about 3 months or so ago.
 
I've spoken to Indians too with Admiral, each time I've asked to be put through to a UK call centre though and they have done so ;) I've had Canadians a few times though but I can deal with them :)
 
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