Why they should have more English based call centres

I am more annoyed by some of the menu systems, the DVLA for one which is absolutely terrible. You phone one number, go through 6 menu levels only for it to tell you to phone another number, we cannot transfer you through. Phone the new number and it tells you to phone the original number!
 
It balances out. Plenty of useless agents on the phones and plenty of narrow-minded customers calling through as well.

I can understand the majority of the Indian agents without any problems. They also tend to sound more pleasant than others.
 
I'll stick to companies which use English call centres, but then again I try to only give custom to companies who don't out-source & pay tax in the UK.

No point complaining about dodgy tax setups then shopping at Top-Shop for that "nice new sweater".
 
it's not always a case of you understanding them, its them understanding you. I've had lots of indian friends and can understand them fine, it's when they have no idea what you're trying to say and keep repeating the script line they're on it's painful.

me: I'd like to do this with my account
them: is there anything else I can help you with
me: I'd like to do this with my account
them: is there anything else I can help you with

They don't deserve the abuse on the phone they sometimes get though no matter how annoying things can be.
 
SKYNHEDD said:
I think they are trained to respond to trigger words though. One day I lost it and started using the F-word quite loudly and repeatedly.
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Our company have a policy whereby if a customer becomes abusive the call is terminated immediately.

They'd rather lose the custom than subject thier staff to unwarranted abuse - and quite right imo - no one deserves to be shouted at simply for attempting to do thier job to the best of thier ability and training.
 
amigafan2003 said:
Our company have a policy whereby if a customer becomes abusive the call is terminated immediately.

They'd rather lose the custom than subject thier staff to unwarranted abuse - and quite right imo - no one deserves to be shouted at simply for attempting to do thier job to the best of thier ability and training.
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well after you have spent over 2hrs on the fone being passed around the indian call centre, and getting cut off numerous times, and being lied to repeatedly, I think you are quite within your rights to raise the stakes.
 
I work security in an english call centre, there are a few foreign people who work here but they all speak very good english, what makes me laugh is one guy was actually told to answer the phone and say "Hello, this is xxxxxxxxx* Stephen speaking, How may I help you?"

His real name is Kailash <insert foreign name>

*Omitted company name because I don't want to get into ****
 
SKYNHEDD said:
well after you have spent over 2hrs on the fone being passed around the indian call centre, and getting cut off numerous times, and being lied to repeatedly, I think you are quite within your rights to raise the stakes.
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Raising the stakes is entirely different to: foul and abusive language, personal threats and racism which happens very frequently. I have experienced this from an advisor point of view and manager, if a customer is a abusive warn them once if they do it again hang up.

We've also blocked customers from having an account with our company for this behaviour, even if you are given the run around advisor unless by some miraculous reason you end up back at the same guys desk it's not the current advisors fault, by all accounts raise your grievence but don't resort to foul and abusive language
 
I understand the need saving to be had by going overseas, and coming from Luton the indian accent does not really phase me. Funnily enough I struggle more with the Scotish call centres! Tesco use some in Scotland, and I really cant understand what they are saying sometimes.

What does get me is when I am asked to spell my name (which is a generic english word). But then again I get that from UK call centres too.
 
freak2002 said:
What does get me is when I am asked to spell my name (which is a generic english word). But then again I get that from UK call centres too.
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My last name is Quick, I've had Wuick, Wick, Jewick, Buick (lol) even, Kwik pretty much everything you can thing off
 
ehehe spelling an italian name to an indian person was funny... not! after tring with normal spelling i switched to NATO alphabet which made things even more intresting.

That said i would like to clarify that i am not English either and have no issues with indians in particular over other natinalities (lol) :D
 
+1, I hate overseas call centres. Sky are one of the worst. I upgraded to Sky+ Hd the other day, got all the auto-confirm jumbo through, and all of a sudden "please call 0208... to confirm some info", i get through to India naturally.

Woman tells me system is running too slow, she has cancelled my order anyway and to call back? So after arguing about her not passing me to someone else, i hung up.

Phoned back, Indian #2 - "Sorry sir but i do not have the application on my system, please call back today during business hours. Anything else i can help with?". I was raging.

Eventually i just put it through online again and it all worked. Just leaves such a sour taste.
 
rafster said:
I am more annoyed by some of the menu systems, the DVLA for one which is absolutely terrible. You phone one number, go through 6 menu levels only for it to tell you to phone another number, we cannot transfer you through. Phone the new number and it tells you to phone the original number!
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Yeah I here you (applies to majority of companies), especially if all you want is an advisor you have to go through a million options.

Advisor should always be first person to speak to, they should then select the required option and put you through to the right person. Most the options are never relevant anyway!
 
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