Indian Call centres

Post by **ultimatehandyman** » Fri Nov 23, 2007 12:48 pm

Last week I was contacted by Orange as I have a pay as you go mobile with them. The guy on the other end of the phone had a Geordie accent and told me that he could have the amount of cash spent on my mobile

He arranged to send me out a new sim card, which needed registering.

I received it a few days ago and tried to register it yesterday.

When I phoned it was obviously a call centre is India

The could not process my order because their system was down and I should try again in 2 hours.

Three hours later I tried again and an Indian woman asked for my sim card number, then she asked for it again

She then says that the sim card is invalid and I need to go to an Orange shop and get a new one

so I asked what the hell do Orange think they are doing sending me out an invalid sim? She kept repeating that I had to go to an orange shop

I checked my mobile and phoned the call centre that originally called me from the UK and told them what happened and they checked and said the sim is not invalid, but the system is down

Today I called again and got through to the call centre in India

I hung up immediately and threw the new sim card in the bin, they can shove their new sim card

Normally if I am called from a non UK call centre I answer the first few questions and then put the receiver on the desk and walk away

Non UK call centres really wind me up and I refuse to speak to them from now on.

The Weegie · Post by **The Weegie** » Fri Nov 23, 2007 12:58 pm

I totally agree UHM.

I will try and avoid any company that doesn't have a call centre in Britian.

What really annoys me is when they ask, how the weather is where you stay in England. When I live in Scotland. AARGGHH.

Another good one is when they ask you whart part of England is Glasgow in.

These people need to learn more.

leebwk · Post by **leebwk** » Fri Nov 23, 2007 1:10 pm

I totally agree UHM i've just closed a bank account because of the hassle i've had with it's call centre (based in India) i will try to avoid doing business with any company if they use overseas call centres

Telmay · Post by **Telmay** » Fri Nov 23, 2007 5:24 pm

Barclaycard have a call centre in South Africa boy do they know how to turn on the charm - not!

I have got my business line with a company called Unicom, although their call centre is only open business hours you get UK staff and the call is answered within 3-4 rings and no holding system, cant rate them enough.

skiking · Post by **skiking** » Fri Nov 23, 2007 5:30 pm

In my job I push out work to various call centres in South Africa, India, Czech Republic, Hungary and Argentina. I almost went to Argentina a few weeks ago but corporate management blocked my costings

To be honest I don't really have a problem with them. Its no different to dealing with a call centre in Dublin, Glasgow, Newcastle or Cardif - you can't understand a word that is said

handyman · Post by **handyman** » Fri Nov 23, 2007 5:48 pm

virgin broadband, indian call center, told them to shove it.

Got a follow up call from a uk call center asking why i didnt go through with the deal

Hitch · Post by **Hitch** » Fri Nov 23, 2007 5:55 pm

I have never had a problem with orange, they have call centres in the uk, Plymouth, Tyneside, Darlington and Solihull.

The one that gets me is my bank, they must have one in Scotland, barely understand them

Another experience, i phoned Norwhich Union..... the Indian operator asked me what an MOT was

skiking · Post by **skiking** » Fri Nov 23, 2007 6:54 pm

What some of you are saying (Where abouts Glasgow is in England and what an MOT is) is not about the off-shore call centre its all about the training they have been given by the UK company - or lack of it. I find, when working with them, they try very hard to please and do exactly as you say and are very pleasant people - often better than the UK counterparts.

They get a bad press because of the inadequate training/information they receive from the UK.

feva · Post by **feva** » Fri Nov 23, 2007 7:05 pm

totally agree, i just put the phone down, i wont waste my time

Hoovie · Post by **Hoovie** » Fri Nov 23, 2007 7:05 pm

I would have to disagree actually with Skiking

It really does sound like we have similar jobs and work for similar companies, Skiking - except we don't use Argentina (I have suggested it though - cheap Spanish speaking labour).

Reason I disagree with you is India - the Indian Workforce are great - hard workers, very helpful, but what lets them down is the ability for flexble thought - or lack of it!

How often has someone here spoken to an Call Cente in India and they have to answer a set list of questions irrelevant to the proble, because that is what they have been told to do and will not (can not?) vary from it? and that is not training but thought process.
I am about to emply someone from India to work on my project and I just know that they will not be able to do what I want or what I know other people in the UK can do (and know first hand)

You're right - they do exactly what you want - but you have to set it out so specifically, a machine could do it!

Best overseas call centre I ve dealt with day to day is actually Malaysia, as it happens.

skiking · Post by **skiking** » Fri Nov 23, 2007 7:18 pm

Totally agree with you Hoovie about the Indians only doing things if you tell them to. But I think this is a good thing if the instructions are in great detail. I've come across many a HelpDesk person (in the UK) ditch the script and do their own thing until the problem is 10 times worse. The manaul is there for a reason. You never want Level 1 people thinking for themselves

Take the Ambulance service. They can instruct people on the other end of the phone to carry out minor medical treatments to preserve life, not because they are Drs or nurses but because they have and indepth ABC guide to tell them what to do.

Hoovie · Post by **Hoovie** » Fri Nov 23, 2007 7:32 pm

This is why I got pulled off the Dell HD after about a week after I joined

I used to advise people MY way

(I did always fix the problem though

)

Cultural problems are the biggest problem by far, I think That HSBC advert about culture difference that used to run was spot on (not that HSBC used to actually do that in reality

)

bobbie-dazzler · Post by **bobbie-dazzler** » Fri Nov 23, 2007 7:35 pm

I was with BTinternet for years, but changed over to sky, as was completely losing my head everytime I rang BT over my internet.

I could not understand them, and they could not understand me

, and I was getting more and more stressed, as you were being passed around to different ones, whos english got progressivly worse, so I changed, wished I had done it sooner.

Hoovie · Post by **Hoovie** » Fri Nov 23, 2007 7:40 pm

The trick is to find service providers who supply good service so you don't need to call their call centres

Or have on-line support so you can do it yourself

Have Brush Will Travel · Fri Nov 23, 2007 9:57 pm

As anyone noticed nat west..in their last advertising campaign played on the uk call centre theme

They know its an issue and a good selling point to have one here

Wanadoo/orange is awful...when I speak to them I lose count of how many 'wahts' eh' can you reat that...sorry...can you speak clealry plase?

In the end I end up saying...can you put me thorugh to someone who is or can speak english..

the reply...'I ham speaking for you in language english!