Would an Indian call centre put you off an account?

georgieb_2

Grade_A_Reject wrote: »

How do you identify an Indian call centre?

Does an Indian accent mean it's an Indian call centre or could it be a UK call centre with someone woking in it who just happens to have an Indian accent?

Would a Geordie working in Bangalore be easier to understand? (apologies to Geordies)

generally it comes up as international call on my caller display.....

ad44downey

This sort of behaviour certainly puts me off

http://www.youtube.com/watch?v=_ekIIvfyfD8

Grade_A_Reject

youknowwho wrote: »

I think you will find that even in UK call centres there are alot of Ethnic minorities working in there,so how can you tell what country your in?

That was the point I was trying to make.

cazziebo

It isn't the fact the callcentres are in India that's the problem. The problem is that companies have shipped functions out of the UK and established them elsewhere without the proper management or training in place. They have also deskilled the customer service offered to such a level that unless you have a query that matches a preset script then you can't be helped.

It's an appalling way to treat customers, and demonstrates how little they respect your custom.

Three cheers for Northern Rock - very helpful and courteous advisers and also Co op bank (Liverpool?) which I've found to be incredibly customer focussed.

youknowwho

ad44downey wrote: »

This sort of behaviour certainly puts me off

http://www.youtube.com/watch?v=_ekIIvfyfD8

I think your taking it a little out of context here, when you ring up your bank, they certainly dont act like this. Even if you receive a call it's not that bad. P.S thank you very much for the link, I think that the show is hilarious, good humoured, innocent fun.

youknowwho

cazziebo wrote: »

It isn't the fact the callcentres are in India that's the problem. The problem is that companies have shipped functions out of the UK and established them elsewhere without the proper management or training in place. They have also deskilled the customer service offered to such a level that unless you have a query that matches a preset script then you can't be helped.

It's an appalling way to treat customers, and demonstrates how little they respect your custom.

Three cheers for Northern Rock - very helpful and courteous advisers and also Co op bank (Liverpool?) which I've found to be incredibly customer focussed.

You will find that general customer services dont follow a script, how could they script a genreal query which could be about anything? The ppl with scripts are for example when you activate your card, they will go through their script asking if you want to do a bt, want PP, want to set up DD. thats when they folow a script.

darich

Yes and Yes - and it has helped me decide to change bank.

I was with TSB and i phoned up to alter my contents insurance (at the time i lived in a flat and was informing of scaffolding outside the building for refurbishment works). She repeatedly asked me what structural changes was a making and was i changing the size of my propery. She couldn't understand that both were near impossible since i was a top floor flat.
I was on the phone for about 15 minutes trying to explain this to her but she kept regurgitatingt the same script.

Sad to say it but i eventually had to hang up on her.

Treadmill

Car Insurance companys with claims lines in India are the worse, try explaining the details of an accident to somebody who lives in Calcutta where the rules of the road are totally different and they don't even know the laws of our roads...

James

Alliance & Leicester's webstie claim they are committed to UK call centres:


Q. Should banks. credit card companies, insurance companies etc who use overseas call centres make this information available in their advertising material?

mookybargirl

Sometimes you get problems no matter to whom or where in the world you are speaking. And accent doesn't automatically mean you know where in the world you have connected to; I wouldn't let it put me off....