DO NOT book a flight with ebookers ! EXTREME incompetence !! What can I do ?

gregg1

cundall wrote:

I am not indian but why do you have to bring any country into this as you can get poorly trained staff from any country.

Because its a fact that these indian call centres just do not work - not least because of the language difficulty- its not racist. Face facts.

gregg1

KeithH wrote:

I brought the country into it because it is reflective of the poor service offered. The staff had only a VERY rudimentary knowledge of our language, the manager I just spoke to did not know what a "Passport" was and although my name is Hays, he repeated it back to me as "Gees" "Wees" and "Hoos". Airline tickets must be correct to the letter to be valid, or I would not have been allowed travel. So I feel that employing staff in India was a very poor choice.

Totally agree with you. It IS often a problem often in this country getting hold of people who have sufficient knowledge of their job or even the enthusiasm to do it properly but add into that mix a language problem and it becomes a nightmare. I get fed up with people waving the racist flag every time someone dares to complain about someone not speaking our language properly when they are paid to be helping us. Also, these numbers are invariably 0870 etc so while you are wasting time trying to make yourself understood, the company makes a fortune on the lengthy call!!

flossy_splodge

I have to add my two penn'th to say I agree that the India based call centres are, over all, the worst for service because the staff simply do NOT speak proper English. HOWEVER... nor do most British staff based in the UK.One seems to just have to manage the best one can. Our standard of education in this country is now SO poor we will shortly not be able to differentiate where call centres are based as UK based staff have poor diction, appalling articlation and a fundamental lack of a grasp of grammar and syntax. And please don't get me started on spelling. How can anyone be expected to spell or talk accurately when they cannot articulate their words? So it's up to 'WE the People'. If we don't like it we must cease using any company that offers poor service, wherever based and try to get the media to highlight how huge is this problem. Some 'organic growth' is to be expected; lousy standards are NOT. Rant over. x

jenniferpa

I realise this is getting away from the OP's original point, but can I just put in a plea for clarity in speech wherever the call centre is located? The bank I deal with has (mostly) indian call centres who do seem to work from a script, but I can, mostly, understand what they're saying. If I have to go higher, I end up with a call centre that I assume is in Glasgow, and I can't understand one word in 3! I've started to say I'm slightly deaf (I'm not, honest) and then ask them to go slower, and speak clearly. Yes it's in the U.K. but the accents are so impenetrable they might as well be on the moon.

Jennifer

scope

gregg1 wrote:

Because its a fact that these indian call centres just do not work - not least because of the language difficulty- its not racist. Face facts.

I could not agree more.. I VERY rearly have a good experience when I call an Indian call center.. The problems I am seeing are

1) problems with the language
2) Unable to talk without reading from a script - which normally comes down to training and little knowledge about the product/service

Some companies, like HSBC will start the call in India and when the operator cant help any further, transfers to somebody in the UK, which is OK, but not if we have to pay an expensive 0870 number to get there in the first place.

No doubt there are very good operators in India, its just that so many of them are not, and are giving the companies back in the UK a bad name.. I have stopped using certain companies because of their Indian call centers, and even hung up straight away once I hear I've been transferred to India (This was with Alpha Telecom, whos operator last time I rang was rubbish and a waste of time).

Anyway, have a nice trip.

waster_2

jenniferpa wrote:

............. I end up with a call centre that I assume is in Glasgow, and I can't understand one word in 3! I've started to say I'm slightly deaf (I'm not, honest) and then ask them to go slower, and speak clearly. Yes it's in the U.K. but the accents are so impenetrable they might as well be on the moon.

Jennifer

But that's the point isn't it. Get the English to speak English not the Scots or Indians!!

But then what can you ecpect from a Government and Cabinet running UK plc that from the PM down is predominately Scottish. Whilst the very same Scots have their own Parliament, they still deny us English the same privilege. Now if that's not discrimination I do not know what is?

waster_2

jenniferpa wrote:

............. I end up with a call centre that I assume is in Glasgow, and I can't understand one word in 3! I've started to say I'm slightly deaf (I'm not, honest) and then ask them to go slower, and speak clearly. Yes it's in the U.K. but the accents are so impenetrable they might as well be on the moon.

Jennifer

But that's the point isn't it. Get the English to speak English not the Scots or Indians!!

But then what can you expect from a Government and Cabinet running UK plc that from the PM down is predominately Scottish. Whilst the very same Scots have their own Parliament, they still deny us English the same privilege. Now if that's not discrimination I do not know what is?

pin

Sorry, is this a thread about Indian call centres (which I think is completely unfair to single out) or about Ebookers incompetence?

I'm getting a bit confused here.

gregg1

pin wrote:

Sorry, is this a thread about Indian call centres (which I think is completely unfair to single out) or about Ebookers incompetence?

I'm getting a bit confused here.

Its about both. Why unfair? Thats ridiculous. Like it or not, the majority of complaints about call centres are about Indian call centres. Like I said before don't try and make it out to be a racist thing cos it is absolutely not - this is about lack of efficiency and an overall inability to carry out the job to an acceptable standard and whether you like it or not these call centres get 10 out of 10 every time on this count. Its hardly unfair to point out problem areas. I get so fed up of the fact that we can't give fair criticism for fear of being branded racists. The majority of the people you speak to in Indian call centres are extremely polite and nice people just trying to earn a living, but they just aint up to the job in a lot of cases AND ITS VERY FRUSTRATING!!

cleopatra_2

Totally agree that the Indian call centres are utter rubbish. If you don't give the exact response to a question they start reading from a script which is not related to the discussion you are trying to have. Even Sky tv is using them -- I give up and hang up!