Overseas Call Centres

jimbobboi

Hi everyone,

Not sure if this is the correct place to post this but if not I'm sure someone can direct me to the right place.

After having been on the phone for 30 minutes to Aviva and repeatedly asking to be put through to someone in the UK (without any luck) to sort out a double charging issue on their part, is there any ruling that says I must be able to speak to someone in the UK?

Thanks for all your help,

James

OlliesDad

jimbobboi wrote: »

Hi everyone,

Not sure if this is the correct place to post this but if not I'm sure someone can direct me to the right place.

After having been on the phone for 30 minutes to Aviva and repeatedly asking to be put through to someone in the UK (without any luck) to sort out a double charging issue on their part, is there any ruling that says I must be able to speak to someone in the UK?

Thanks for all your help,

James

Unfortunately not.

I would suggest that you send a recorded letter to there UK based head office to resolve any queries. Without doing an injustice to anyone who works in a call centre (i am a supervisor in one) quite often the phone advisors are only trained to give standardised answers, anything out of the ordinary should be put in writing.

dmg24

OlliesDad wrote: »

Unfortunately not.

I would suggest that you send a recorded letter to there UK based head office to resolve any queries. Without doing an injustice to anyone who works in a call centre (i am a supervisor in one) quite often the phone advisors are only trained to give standardised answers, anything out of the ordinary should be put in writing.

I would agree with this, but go on to add that this can apply equally to UK based staff.

jhe

its ridiculous, i have changed my car insurers{i spent 20 mins on phone trying to explain a problem with my insurance without success} and intend to change my mobile phone provider,the overseas operators do their best but i had wrong car registration numbers added to my policies and wrong details added to my mobile phone bill, because of the inability of the operators to understand clearly the instructions given.

dmg24

jhe wrote: »

its ridiculous, i have changed my car insurers{i spent 20 mins on phone trying to explain a problem with my insurance without success} and intend to change my mobile phone provider,the overseas operators do their best but i had wrong car registration numbers added to my policies and wrong details added to my mobile phone bill, because of the inability of the operators to understand clearly the instructions given.

The worst mobile call centre I have dealt with is Orange. The (numerous) staff I dealt with were based in various parts of ... England!

I would base your decision on the reputation of the customer service of the particular company, not where their call centres are based.

jimbobboi

Wow! Those replies were quick. Thanks for all your answers.

I know the call centre staff do their best but I'm sure everyone agrees how irritating it can be that a problem can't be resolved there and then. It must be equally as irritating for the person at the other end of the phone.

Anyway hoepfully some day soon these companies will see the light and let people resolve customer issues straight away!!

Thanks,

James

scabbers

When they were Norwich Union I had car insurance with them. Someone crashed into my car and I had the mighty task of trying to get it sorted through the insurance. I gave up in the end...the people I spoke to just could not understand what I was saying. Needless to say I changed my insurers at renewal time.

advent1122

Phoning SKy is the same.
I couldn't understand a word the guy was saying, I asked him if he could put me through to someone who speaks English. He muttered something about Haggis and Kilts followed by "we are all dooooomed" so I hung up.

jhe

i was with norwich union direct and so was were my sons, an absolute nightmare when we changed cars or needed advice about our insurance. we have all changed insurers since. orange! they are mobile phone providers, have had probs with the call centre as we cant understand each other. went on holiday to egypt and asked for travel bundle to be added, they added european bundle so i got charged for everything.in this mornings paper theres a list of the 50 most confusing things and top causes of strife in life.foreign call centres came top!

eranou

advent1122 wrote: »

Phoning SKy is the same.
I couldn't understand a word the guy was saying, I asked him if he could put me through to someone who speaks English. He muttered something about Haggis and Kilts followed by "we are all dooooomed" so I hung up.

do you really think that is funny?

tbh i consider your post a form of racism

Dave101t

please do not forget aviva is norwich union, i havent touched them for years because they always use foreign call centres.