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How do you react when you ring to complain about a product or pay a bill and find that the person on the other end doesn't quite understand you because they are based in a foreign country?
I've had to deal with Dell tech support in Bangalore. They read a script & make you do everything that you already did. Then they put you on the phone with someone who tries to make you do the same thing all over again.
I know just how you feel! My mother was onto Virgin mobile for 30 minutes, in the end she gave up trying to make the Indian woman understand. They even mess up emails!
These foreign workers, cheap labour, are winding us up. Let the British man and woman have the job.
These foreign workers, cheap labour, are winding us up. Let the British man and woman have the job.
Such hatred, cool down All the call centers are handed M&Ps (Methods & Procedures). The agents will pretty much do the same thing (as detailed in the M&P), whether they are located in India,London or Timbuktoo.
Just ask to be switched to someone who has better English. If that doesn't work ask for the supervisor and ask again to be switched to someone who has better English. The service won't be any better but at least you'll understand the jibberish that passes for service these days.
Mine was a general statement. We all know that accent cannot be replicated that easily. Apart from that, it is within the company's hands to detail out how to solve the problem. So don't just blame the agent's at the outsourcing destination.
If everything was to remain where they are, then costs have to be passed on to the end customer to maintain the margins.
Not counting the fact that we have to worry about identity theft in our OWN country but w/all the outsourcing we have to worry about these foreign countries having our VERY personal info (i.e. SS#, DOB, checking account info, credit card info)
absolutely maddening!!!
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Please register to participate in our discussions with 2 million other members - it's free and quick! Some forums can only be seen by registered members. After you create your account, you'll be able to customize options and access all our 15,000 new posts/day with fewer ads.
All the call centers are handed M&Ps (Methods & Procedures). The agents will pretty much do the same thing (as detailed in the M&P), whether they are located in India,London or Timbuktoo.
