Why they should have more English based call centres

It's not the location of call centres that bothers me, more the very nature of call centres. Specifically BT's broadband call centre which is, irrelevantly, in India. When you have a simple problem like "my line profile has suddenly dropped from 35Mb/s to 14Mb/s since your engineer replaced that faulty modem that you supplied all your original FTTC customers with -sort it."

It takes so long for them to go through their script - and yes, "have you tried switching it off and then back on again" is in there - that you're fuming at the end and no closer to solving the problem. There is no email alternative and even the online customer service chat is no good - they just tell you to phone the helpline.

Grr.
 
I struggle to understand and I bet they struggle to understand me. This becomes very frustrating, but I maintain politness and carry on with the call.

I have finished a call before and been none the wiser lol.
 
Dialing 150 for Virgin Media customer services is a nightmare. You cant understand what they say saying, the time delay and they are obviously using scripts. Much easier talking to someone in the UK
 
I work for a retail company, as a tech support advisor, and it frustrates me when I have to ring up our company support line, the people have a really strong indian accent and they talk to me like I know nothing about computers because I can't understand what they are saying!!!!
 
i would rather have more online texted based help/chat as much easier to deal with, but i understand sometimes its easier to get across what you are meaning on the phone.
 
We all hate the Mumbai clients that call our office. They dont seem to get the whole 'verbal nod' thing & they ALWAYS say "Hello?....Hello?....Hello?" as if they don't understand the most basic concept of communication.

I hate to rip on them but over 50% of our clients do not use English as their first language yet we get on just fine.

95% of our clients

1. How long has our software been doing this?
"errrrr....i dont know, like two weeks now"
Ok can you click START please.
"Whats that?
The START button, the round button in the bottom left of your screen
"oh...errrr.... yeah i have that now"


2. Mumbai calls
How long has our software been doing this?
...........5 second pause "errrrrrr hello?"
Hi, yes now how long has this problem been happening for now?
"......can you send someone out?"
Well.....i need more information
"......errrr hello?"
yes, hello
"Hello?........an engineer came last time......hello?"

Thats how they all go. It drives you mad. Its like being a driving instructor & the person doesnt understand how to open the car door, you can just forget it. Its the culture, something to do with the culture & the way they talk to each other in every day situations.

We have debated this for hours in the office but as i said, over 50% of our clients do not live in EU, US & ENG is not their primary language yet we get on fine.
 
Craig1981 said:
Its not always the operators fault you know. I work at a call centre, and some customers are just thick as ****!

My name is Craig, but I'm usually called Keith, Steve, Creg, Crag, Keg, Kate, cake (??) and... Steven (never understood where they got that one from) by customers.
Click to expand...

Had a yank call me Alison the other day (i'm male with the same name as a former chancellor) & my co-worker couldnt stop laughing when overhearing. I also get Richard a lot ...not a clue on that one.

Our Italian guy Erasmo just says "....yes sir.... Russell, that's correct, Russell is my name" ....well funny so we call him Russell now
 
toon_mad said:
It's not how you type it's how you speak you idiot. Do you hear people on the phone going Lol, OMG etc?!

let me open my magic dictionary, grammar and thesaurus up and have it convert my messages for you, last time I cheked you didn't need A level English to type on a keyboard..
Click to expand...

You are still wrong.

You are an idiot calling someone who is not an idiot "an idiot".

People on the phone dont say "LOL" or or "OMG" and we thank Christ for that.
 
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