Would an Indian call centre put you off an account?

skybluesaver

Hi fellow moneysavers.
I've just managed to get a credit card with Citibank but a little apprenhensive about their customer services being in India.
I'm concerned that if anything was to go wrong (e.g fraud) would they be able to assist me in a way i would expect if the call centre is UK based?
Am i worrying about nothing or is it something for me to be concerned about?
Your wisdom & knowledge would be much appreciated

PBA

The offshore call centres are generally just there to field the mundane queries, such as balance enquiries. I'd imagine that reporting fraud would then get you put straight through to a department in the UK.

Mother_Hub

I’m not happy with India or UK call centres. I know of fraud in a UK call centre, I don’t trust India or other company’s (people).

skybluesaver

Ok. I've had to call their customer services a couple of times & they confirmed they are based in India.

peterbaker

I think many are apprehensive about personal financial data being flung around so far abroad but it seems we are stuck with it in the majority of cases. I think even much of Barclays call centres are India-based now or am I just dreaming it? I speak to more Indian Customer Services staff than UK staff thesedays. I think Marks&Spencer &More Credit Card call centre was in India from day one. Three Years now at least.

If you complain assertively enough and/or long enough without swearing or losing your temper you can eventually get UK Personnel involved if you have to. They'll tell you they can't (they mean their floor manager told them they are not allowed to and unless they put up a resistance first they'll get sacked perhaps!), but they will find a way if you are assertive enough. Sometimes they can transfer a call. Sometimes they will organise a call back from UK. I sometimes think it is refreshing how the call centre staff on the Indian sub-continent will respect a well made point in argument. I think that at the moment the general level of Call Centre staff IQs are higher than average UK call centre IQs. Many are graduates I think. I have found that they will not cling relentlessly to scripted crass arguments - their ingrained personal standards of right and wrong and customer service will not allow their conscience to be compromised very far:-) "Yes Mr Baker, we understand what you are telling us..."

But that's when you call a Customer Service Centre .... the other kind of far flung call i.e the unsolicited incoming marketing call about a cheap mortgage, a new loan, cheap mobile and goodness knows what else from the Indian sub-continent - well those types might still be graduates but they are caught up in the numbers game and a breed apart from the customer services centres I just described. They can be extremely pushy just as bad as the worst kind of double-glazing salesmen in the bad old days! Get the better of that kind in a call and they will just cut you off and then get a colleague to bother you again a few hours later!

All still a bit worrying ... our data is out there somewhere. Who is really protecting it? Elizabeth France retired ages ago.

skybluesaver

Some very fair points made indeed PeterBaker. Thankyou

James

You mention your concern over fraud.

In theory, no matter who you bank with if you're a victim you should get your money back, eventually.

If your details are pinched or compromised by an 'insider', if the insider is UK based, then the person handling your details should have had some sort of vetting and if caught held to account and you might even hear about it. This was highlighted recently by the Barclays Bank Whistle blower.

Breaches overseas you may never learn about. Ignorance is bliss.

BBC warned of insider collusion in overseas call centres in 2005. In 2006 Channel 4 exposed this. They were able to purchase bank data details from an insider.

Some organisations are questioning their decision to move call centres overseas. Powergen and the AA are bringing their call centres back to these shores.

It's personal choice.

Who do you feel safer using?

If you're a victim would you like to know who the perpetrator is (if caught) and the punishment they receive?

Do you value keeping your personal data and employment in the UK?

Ask yourself this, why don't companies who send your personal data abroad and use overseas call centres advertise this?

The first time many of us find out is when we make that call.

Tam_Lin

PBA wrote: »

The offshore call centres are generally just there to field the mundane queries, such as balance enquiries. I'd imagine that reporting fraud would then get you put straight through to a department in the UK.

It didn't with Abbey National; took 8 weeks to get sorted out because the Indian office couldn't get their act together and send info over. In the end, the local UK branch staff were as frustrated as we were.

Having said that, when I had to sort out problems with Ebookers in India, they were excellent.

swayze

A lot of people who work in the Indian call centres are gradutes and highly educated. Some decide to do this job than become a Doctor or other high professional jobs. The reason is because its a very high standard job over there and well respected with a high pay. So overall the education level is pretty high over there. However in some cases they can see things very black and white hence speaking to someone in the UK you can get a more 'human' approach.

Biggles

swayze wrote: »

However in some cases they can see things very black and white hence speaking to someone in the UK you can get a more 'human' approach.

Yes, there is often a failure to get through to them exactly what the problem is, and a much higher tendency for them to give the 'Standard Answer', which seems to be one read off a list of Standard Answers. Then, if that hasn't solved your query, they read it again, or maybe a slightly different one.

I now won't take on any new account where I know they have a call centre based outside the UK.

sicker

I find that if you ask you will be transferred to a UK call centre. I only do this when I have difficulty understanding the speech of the agent to whom I am speaking. I am sure they may have the same problem with my Scottish accent. (even the UK ones :rotfl:)

John