Would an Indian call centre put you off an account?

amyb_2

I don't have a major problem with non English speaking call centres - it can just get a bit frustrating when the person on the other end doesn't understand me. You do normally get put through to someone else eventually or if you ask.

For a good example see my post here

http://forums.moneysavingexpert.com/showthread.html?t=431988

Simon_Wallace

My mother had an insurance policy with the Prudential. When my father passed away as executor I had to call them to settle things, their main office, where all the decisions are made and things are sent form is near Perth, but you can only call India and get them to tell Perth to call you, which they never do. There are times when you will put up with inefficient service but Prudential both in India and the UK were worse than useless. Being good at customer service is important, geography isn't.

I don't have many companies on my list of "Never use again" companies. The Pru is up the top miles ahead of the rest (British Gas are second)

Cheers
Simon

Deleerious

skybluesaver wrote: »

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

I'll let you know my experience that left me with a bad taste over the "call centres abroad".

Last easter (06) i noticed money going out of my account, basically i checked my balance on line and it was being drained hour by hour. I could see the "actual amount" dissapearing in front of my eyes, the "availiable amount" was still there; Basically when you buy something on your debit card the money is "allocated" so it doesn't actually leave your account for a few days. Especially with it not being work time and all.

I called Lloyds TSB, being a BH it went to a call centre abroad. They were totally useless. Told me that my account was accurate and that the money i had in there was a result of my "recent spending" which did not exist. On the BH Monday i called again, back to the foreign call centre and was given a list of over £7,000.00's worth of transations that had been carried out on my account. TV's, Hotel Stays (in both London & Paris at the same time????), Restaurant bills, Clothes everything.

Well anyway i was not impressed with the call centre. They should have locked my account down as i asked them to do but they did not. Lloyds later apologised for this but no i wont bother with a call centre out of hours if i hear the foreign voice.

It's a sad admission however "once bitten..."

Deleerious D

Paul_Herring

swayze wrote: »

A website won't tell you everything and the advisor will have access to more information than I can gain from the website.

I'm probably coming across a bit thick here, but what exactly are you asking them on the phone that you can't get from the website? I currently manage 20 accounts with 9 different providers, all online alone.

Unless, as I previously stated, I'm closing an account[1], there's nothing that I need for day-to-day banking that isn't on a website somewhere - what am I missing?

[1] That said, last time I rang up for something that wasn't closure, was to appeal against a credit limit increase denial - and it was the underwriters, which aren't usually farmed out to India.

DawnW

Paul_Herring wrote: »

I'm probably coming across a bit thick here, but what exactly are you asking them on the phone that you can't get from the website? I currently manage 20 accounts with 9 different providers, all online alone.

Unless, as I previously stated, I'm closing an account[1], there's nothing that I need for day-to-day banking that isn't on a website somewhere - what am I missing?

[1] That said, last time I rang up for something that wasn't closure, was to appeal against a credit limit increase denial - and it was the underwriters, which aren't usually farmed out to India.

In my case, it was through having to deal with my elderly mother's affairs (she has dementia and I have enduring power of attorney). They did not have a clue what I was on about, or why I was phoning for someone else. I usually do everything online too.

swayze

Paul_Herring wrote: »

I'm probably coming across a bit thick here, but what exactly are you asking them on the phone that you can't get from the website? I currently manage 20 accounts with 9 different providers, all online alone.

Unless, as I previously stated, I'm closing an account[1], there's nothing that I need for day-to-day banking that isn't on a website somewhere - what am I missing?

[1] That said, last time I rang up for something that wasn't closure, was to appeal against a credit limit increase denial - and it was the underwriters, which aren't usually farmed out to India.

A change of statement date.
Loyalty queries which with some of the cards I have don't indicate where the points come from.
Stuff like that basically.
I also like to confirm certain situations as well.

Mozette

I've dealt with good and bad, home and abroad, so where a call centre is wouldn't bother me. If I got rubbish service then I'd think twice about using them again, but if they had the best offer, the level of service would be immaterial! If I get a good 0% deal, the call centre can be as cr*p as they want. To be honest, I've not had a lot of cause to use call centres, I do most of my stuff on line; but the location wouldn't be a factor in choosing a card for me.

emma396

i think i'm in agreement with mozette with regards to call centres being abroad. as long as it's a good deal, it'll do for me.

but i have had a crap experience. i renewed a bond with portman building society then realised i agreed for interest to be paid into an account elsewhere. as soon as i realised my mistake i called the call centre (based in india) to tell them what had happened. the chap assured me that this was an easy mistake to rectify and he would send me the form in the post.

few days later i received 2 letter from portman, both referring to phone call i had made. one contained 5 enveloples which i had apparently asked for. the other contained a chnage of customer details form which was no use to me as i was not changing my details :mad:

i rang them again today, and spoke to another indian guy who said he would send me the form to sort the problem. i didn't bother complaining about what had happened previously, felt like it'd be a waste of time. wait and see now.......

Heinz

emma396 wrote: »

i rang them again today, and spoke to another indian guy who said he would send me the form to sort the problem. i didn't bother complaining about what had happened previously, felt like it'd be a waste of time. wait and see now.......

I'd lay odds on you having wasted your time again.

Want some more envelopes?

chardanna

emma396 wrote: »

i think i'm in agreement with mozette with regards to call centres being abroad. as long as it's a good deal, it'll do for me.

but i have had a crap experience. i renewed a bond with portman building society then realised i agreed for interest to be paid into an account elsewhere. as soon as i realised my mistake i called the call centre (based in india) to tell them what had happened. the chap assured me that this was an easy mistake to rectify and he would send me the form in the post.

few days later i received 2 letter from portman, both referring to phone call i had made. one contained 5 enveloples which i had apparently asked for. the other contained a chnage of customer details form which was no use to me as i was not changing my details :mad:

i rang them again today, and spoke to another indian guy who said he would send me the form to sort the problem. i didn't bother complaining about what had happened previously, felt like it'd be a waste of time. wait and see now.......

Funny that I work for portman, and we dont have ANY call centres in India!