BT call centre - about time

Dave85 said:
Just need virgin media to copy this idea. They have hands down the worst Indian technical support.
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Amen to that. I can have the simplest query, but as soon as I speak to them, it ends up a long drawn out process and they never do what they say they are going to do.

Makes me laugh the way their all called Michael, John and other English names. I swear they must have a hat with a load of names in that they just draw from.
 
Pawnless Endgame said:
Whether the OP was joking or not, I agree with him. I'm hard of hearing, and I have more difficulty understanding Scottish accents than Indian accents.
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No I wasn't joking - I rang someone - could have been Tesco finance and they were in Glasgow - - also being hard of hearing I really struggled to understand what was said where believe it or not I could understand "most" Indian call centre staff if I really listened carefully and had ear piece down my ear.:rolleyes:
 
robfosters said:
Amen to that. I can have the simplest query, but as soon as I speak to them, it ends up a long drawn out process and they never do what they say they are going to do.

Makes me laugh the way their all called Michael, John and other English names. I swear they must have a hat with a load of names in that they just draw from.
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virgin is the best ones i've had james who could not hardly speak any english
and a jeannette who can speak little english steve,sarah,micheal,pam,thomas i had them all from call india the list just goe's on :D
 
The biggest problem IMO wasn't that they were using an Indian/foreign call centre(s) though sometimes there could be a communications barrier - but that 9 times out of 10 there was no way for them to properly escalate a problem if it was beyond the basic scripted issues - just having the ability to properly escalate issues to an actual higher level of support would have gone a long way.

EDIT: Fairly typical of BT though they seem to swing from one extreme to the other and this is no exception.
 
The Bulgarian call centre that Be* used was one of the best support experiences I've ever had.

My issue with Indian call centres is not really anything to do with language - I'm not deaf and generally don't have a problem understanding people. It's that they are told, either by their employer or as a more cultural trait, to give positive answers regardless of whether it's factual or not. And they aren't trained to a level where they would be able to be empowered with decision making, so you just get someone who repeats how sorry they are about a problem and reads off a screen. So they will say stuff like "a new router will surely fix your problem", when you can see your telephone line tangled up in a fallen tree on the road outside.

That is no good to me, I'd rather just send an email to a ticketing system.
 
Rroff said:
The biggest problem IMO wasn't that they were using an Indian/foreign call centre(s) though sometimes there could be a communications barrier - but that 9 times out of 10 there was no way for them to properly escalate a problem if it was beyond the basic scripted issues - just having the ability to properly escalate issues to an actual higher level of support would have gone a long way.
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I tend to agree. found that actually the Indian people were generally better than the UK staff - the Indians seemed to be the tech side (meaning something might get done) but the Brits were sales, meaning they would just lie a lot. But vastly more annoying than both is the horrendous option system. If your problem is is not on a list of the top ten problems, you get shuffled around in circles and then cut off. or shuffled around in circles until you are connected to the wrong person who puts you back into the fifth Circle of Hell again. A couple of years ago, BT accidentally cut my phone off a week early, just before I moved. I spent more than two hours on the phone, spoke to thirteen people (at least ten of whom lied to me) until I finally got someone who at least told the truth - that I was out of luck. Nuke the lot of them, it's the only way to be sure.
 
I hate BT. I just checked my bill and it's £48.......?! I have 10 down, barely 1 up, never had a phone connected. Apparently they're now charging me around £17 for BT Sport that I've never touched. I remember it was free when I signed up. Can't wait for it to be cancelled next month (oh and I have to pay another £30 for that too - even though I'm out of contract).

Grr.
 
I'm with 3 for my phone. They use Indian call centers, and they have some of the best customer service I've ever used. It didn't make any difference that they are indian, they speak english fine, if you miss something they are happy to repeat.

They are however able to access real information about their network, have a problem properly investigated and genuinely do something about it. I've had 2 network problems, both times they gave me great information and everything was sorted when they said it would be.
 
Upgrade said:
I hate BT. I just checked my bill and it's £48.......?! I have 10 down, barely 1 up, never had a phone connected. Apparently they're now charging me around £17 for BT Sport that I've never touched. I remember it was free when I signed up. Can't wait for it to be cancelled next month (oh and I have to pay another £30 for that too - even though I'm out of contract).

Grr.
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http://consumers.ofcom.org.uk/news/bt-sport-customer-advice/
 
chillidog said:
virgin is the best ones I've had, James who could not hardly speak any English and a Jeannette who can speak little English Steve, Sarah, Micheal, Pam, Thomas' I had them all from call India the list just go's on :D
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You do realise that many of these "English" names are actually middle eastern ones in origin (if not actually Asian)

Just saying for fun! ;) :p :D
 
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