Orange Customer Services - Could it be worse?

diamonds

Long term staff at Orange are efficent & amazing for the most part, having a minority of the customer care team answer your call is pot luck. Training I believe in past things still on customers accounts seems to be a sticking point for most newer staff training, even with the good anes "computer says no" against all logic & reason.

Saying that a few of the very young ones are very curtious & will listen you educate them where Orange failed then speak to old school staff for a better understanding on how to proceed, other staff just seem as dumb as a chocolate fireguard as how to do such calling on team leaders as new as them (instead of old knowledgeable staff) who again are chocolate fireguards.

Getting through to a knowledgeable member of staff or a newer one who looks around for a old staffer is minority, its easier to shout a team leader & show no motivation nor common sense to resolve, but then when you third party screen staff & team leaders for employment over internal knowledged promotion thats what happens.

07937 Orange depts prefix is a mobile rate call.

When chief exec Alexander left the continued AWARD winning Virgin Mobile he guided for many reasons to take Orange I had high expectations, seems France Telecom blocked even him, mean while Virgin without him went downhill & subcontracted to India third party customer care.

Mrs_Ryan

The only time I've had a problem was with my Orange broadband and then it was the UK staff who didnt know what they were doing.
I used to work at the North Tyneside call centre myself many moons ago and all the staff I have spoken to there have been brilliant - spoke to one yesterday when there was a mix up with my bill - she was friendly and efficient and knew exactly what I wanted even though it was a bit complex.

Jon_01

simax wrote: »

That's contradictory. In Plymouth they are certainly hiring quite a few new staff as we speak....

In Bristol they were saying for 18 month when the lease ran out on Keypoint they'd move the call center to another building and no one needed to worry about their jobs.
Within weeks of the merger all the CC staff were called into a meeting and told that Keypoint was closing and the CC wouldn't be moved, but the staff could move to Plymouth if they wanted to! (as over half of the staff were part timers working school hours this was clearly rubbish and they knew no one, or very few, could take them up on it).

The management 'said' before the merger that it would have little effect on back office staff... and after, entire departments were axed and their work moved 'overseas'. Whole building were closed down and people who had decades of experience were lost (and then customers wonder why the level of service has dropped!)

So yes, they maybe hiring more frontline staff in Plymouth, but they've got rid of far more in other places first.

smi85

What is the purpose of this thread?

neil9313

smi85 wrote: »

What is the purpose of this thread?

Orange Customer Services - Could it be worse?


The clue is in the title of the thread.

diamonds

Jon_01 wrote: »

In Bristol they were saying for 18 month when the lease ran out on Keypoint they'd move the call center to another building and no one needed to worry about their jobs.
Within weeks of the merger all the CC staff were called into a meeting and told that Keypoint was closing and the CC wouldn't be moved, but the staff could move to Plymouth if they wanted to! (as over half of the staff were part timers working school hours this was clearly rubbish and they knew no one, or very few, could take them up on it).

The management 'said' before the merger that it would have little effect on back office staff... and after, entire departments were axed and their work moved 'overseas'. Whole building were closed down and people who had decades of experience were lost (and then customers wonder why the level of service has dropped!)

So yes, they maybe hiring more frontline staff in Plymouth, but they've got rid of far more in other places first.

Yup as I said ALEXANDER done very little to help Orange from customer perspectives compared to what he did with such at Virgin, things can only get worse now we got the ex Vice President of France Telecom - Orange brand & 50% Everything Everywhere owner.

j0nathon2

smi85 wrote: »

What is the purpose of this thread?

I wondered on others' experience and their thoughts.

I also like to highlight my own experience with them.

I hope this helps you.

diamonds

sarcasim, love it LOL