BT Customer English Based phone number request

Bamber19

LinasPilibaitisisbatman wrote: »

And what difference does nationality make here?

Either the charge is justified and your colleague is just a !!!!! using nationality for the issue to try and deflect blame or he needs to call back and stop being so ignorant and explain the problem and why it needs resolved

Yeah, either that or the call centre staff he's talked to are incompetent, but of course one cannot say that or they are just a small minded bigot. He clearly says the guy has already explained the problem and got nowhere, your suggesting he do something he ahs already tried. It will work eventually but the fact it hasn't so far could easily be down to the inability of the staff to deal with the problem.


I've not dealt with BT but Tiscali's Indian based call centre was just as bad. I've dealt with UK call centres and got somewhere pretty easily but as soon as I called Tiscali it all went downhill. Some people were helpful, others had trouble understanding me (and me them) and would just repeat themselves. Of course Sherlock Holmes here deduces that with a history of dealing with call centres and getting results quickly that it still must be my fault and not incompetence of the staff when something goes wrong.

LinasPilibaitisisbatman wrote: »

...trying to insinuate race is the reason they dont get the resolution they want as opposed to their inaptitude/breach of contract/genuine issue

As opposed to what now? That last one there squire, a genuine issue. It's the customers fault if they have a genuine issue and the call centre don't help to solve it?

brightonman123

anyone here work for BT, and dare show their face? no matter what time of day you call, it always seems to take AGES to get through to a human, of whatever language...

and if that person doesnt understand you, or is authorised to deal, (after repeating back problem several times- i'm glad they are paying for the call.. or are they..?), being passed around the houses and having to repeat ID check and the problem over again..

come onm BT- help the UK beat the credit crunch- emloy some more bods for your 'customer service; centres... preferably with English as their FIRST language!

hollydays

As someone who once spent 3 hours hanging on the phone to BT,it will make not one jot of difference who you are put through too,you will get passed around and around..
Try looking for a contact number for complaints in the front of your telephone directory.

moonrakerz

LinasPilibaitisisbatman wrote: »

I personally find the India argument is also used by ignorant people who are either small minded bigots or are trying to insinuate race is the reason they dont get the resolution they want as opposed to their inaptitude/breach of contract/genuine issue

Why do people have to keep trotting out this stupid "I'm holier than thou" garbage ?

Most people don't like speaking to off shore call centres because:
a. You can't understand them
b. They can't understand you

I suppose (a) is racism on my part, (b) is understandable and acceptable because of the difference in cultures (or some other clap-trap!)

lufcgirl

I used to work for BT last year, and we had many a customer who called wanting to ensure they were put through to an English-based advisor when being transferred. The fact is, that Indian customer service staff, have a script and cannot go any further than what that script says and most of the time are unable to help. I myself have had many problems with foreign customer services, mainly because I have a strong North-Eastern accent which is hard for them to understand.

callow

As someone who had problems with BT broadband a while back, I think that I could have got a job there as I knew the script off by heart.

There was no use interrupting as they didn't know what to say next. I left BT Broadband in the end, after previously being happy.

sarah03_2

On calling customer services - if you do get through to india etc you are entitled to ask to speak to an onshore advisor, if the person you are speaking with refuses to transfer you then ask to speak to their supervisor who is obliged to transfer you.

dangeroussports

Ive learned Indian & Scottish so I can communicate better. Since then Ive had all my phone bills, bank bills and other contracts reduced to less than 10% of the cost i was paying before.

Incisor

Barny1979 wrote: »

Well it's on behalf of a colleague who hasn't been able to get his point across about an issue on his bill.

Well that's a 50 - 50 innit?

Customer does not like speaking to Indians because [best will in the world] they can/will not speak English comprehensible to an L1 speaker of English. But customer can/will not write a letter in English either.

It is not the fault of the Indian staff. I believe they are in the main genuine helpful people who are often more capable than some UK based staff - but totally let down by inadequate training and irrelevant scripts from the UK based company [lions lead by donkeys].

If I fend that the call center does not work, then I write. If companies want to cheapskate with the way they use Indian staff, and they can't solve my problem, then having to deal with written correspondence costs far more than dealing with it correctly via the call centre in the first place.

Barny1979

Is it a 50/50? If it was British base the issue would be likely to be sorted