We’d like to remind Forumites to please avoid political debate on the Forum.
This is to keep it a safe and useful space for MoneySaving discussions. Threads that are – or become – political in nature may be removed in line with the Forum’s rules. Thank you for your understanding.
📨 Have you signed up to the Forum's new Email Digest yet? Get a selection of trending threads sent straight to your inbox daily, weekly or monthly!
BT Calls taken in India
red_devil
Posts: 10,793 Forumite
anyone else fed up of trying to communicate with India. I cannot understand them i want to talk to someone in the UK:mad: whose great idea was this:T anything we can do.
:footie:
0
Comments
-
I dont like it too, I never ring my tel company Onetel because I just struggle to understand what they say. BT is another I hate to ring
Having said that had a couple of conversations with Orange recently, 2 new mobiles (cheap PAYG) and despite the persons being in India they were fine, in fact I always find them very polite and understanding0 -
they are polite i agree but cant understand them. They should keep the jobs in the UK?:footie:0
-
I think if you ring during the day, you sometimes get to speak to UK staff...
My collegue had an internet problem (it wouldn't work) and spent two 45 mins on the phone to someone in India, who asked him things like "is the plug in the wall socket?". He told me about it the next morning at work, so I asked him what the error message said, went on the BT web page (he didn't have internet access at work), looked up the error, and printed off the troubleshooting page.
he went home at lunch, tried what I'd given him, and low and behold, it worked! So BT don't even follow their own troubleshooting advice, probably because the Indian guy couldn't understand the error message!
And to think BT were going to send an engineer out to look at the problem 3 days later as it hadn't been resolved over the phone, who would have charged him the £100 call out fee as the problem was at his end and not theirs...Should've = Should HAVE (not 'of')
Would've = Would HAVE (not 'of')
No, I am not perfect, but yes I do judge people on their use of basic English language. If you didn't know the above, then learn it! (If English is your second language, then you are forgiven!)0 -
they are polite i agree but cant understand them. They should keep the jobs in the UK?
If they kept them in the UK your bills/charges would be higher as the companies staffing bill would be higher. Where as you might pay someone in the UK £6 an hour, they probably get away with paying that per day for the staff in India.
It's a price to pay for lower costs in services/goods. If you don't like it, go to a company with it's staff in the UK. You will most likely have to pay a premium, but if everyone wasn't happy and moved to them UK staffed companies, others would have to change to keep it's customers.
Problem is, people rather chance needing to contact the non-uk based staff for the lower costs of services they get. Most people don't even consider where the staff are when signing up/buying a product/service. Hence the reason India is doing so well from this.0 -
going2die_rich wrote: »If they kept them in the UK your bills/charges would be higher as the companies staffing bill would be higher. Where as you might pay someone in the UK £6 an hour, they probably get away with paying that per day for the staff in India.
It's a price to pay for lower costs in services/goods. If you don't like it, go to a company with it's staff in the UK. You will most likely have to pay a premium, but if everyone wasn't happy and moved to them UK staffed companies, others would have to change to keep it's customers.
Problem is, people rather chance needing to contact the non-uk based staff for the lower costs of services they get. Most people don't even consider where the staff are when signing up/buying a product/service. Hence the reason India is doing so well from this.
Had the prices lowered, or even stayed the same since the call centres went overseas, I would agree with this. However, prices have still risen. This to me implies higher profit margins, not lower costs to the consumer.Gone ... or have I?0 -
The companies that are doing this are not doing it for the benefit for oversees workers, nor for its customers, the only motif is to reduce there overheads and increase profits and or make them more competitive0
-
going2die_rich wrote: »If they kept them in the UK your bills/charges would be higher as the companies staffing bill would be higher. Where as you might pay someone in the UK £6 an hour, they probably get away with paying that per day for the staff in India.
It's a price to pay for lower costs in services/goods. If you don't like it, go to a company with it's staff in the UK. You will most likely have to pay a premium, but if everyone wasn't happy and moved to them UK staffed companies, others would have to change to keep it's customers.
Problem is, people rather chance needing to contact the non-uk based staff for the lower costs of services they get. Most people don't even consider where the staff are when signing up/buying a product/service. Hence the reason India is doing so well from this.
a load of twaddle. They are doing it to make more money for themselves. Bills are high enough as it is.
When i signed up for bt it was English staff but they changed it. Did they ask their customers if they minded. I am sick to death of trying to understand the people in India its a disgrace.:mad: that jobs have been moved abroad. Wonder where their email complaints are based.:footie:0 -
Wonder where their email complaints are based.
File 13! They don't answer email complaints unless you count the autoresponse that says you will hear back in 48 hours. Either that or they have me on "ignore"!
I used to work for BT (early 80s so a long time ago!) and anyone who was customer facing would go through a very thorough and comprehensive training programme so you would know how phones worked, what could go wrong, how billing worked etc etc.
when they outsourced all this work to UK based agencies (Manpower/Blue Arrow/Adecco etc) it went from a 4 week training programme, to two weeks, to four days. Now it's offshored I have no idea how little training the Indian operators get - I guess it's not much.
The result is very poor customer service, and sadly, the Indian operators get the brunt of this dissatisfaction - very unfairly.0 -
Had the prices lowered, or even stayed the same since the call centres went overseas, I would agree with this. However, prices have still risen. This to me implies higher profit margins, not lower costs to the consumer.
BT's profit margin is 9.21% and the trend is flat/falling.
To be honest I think he's right. For BT to "un-outsource" to India etc or to undo any operational procedures that cut costs would result in a very rapid drop in margin which could cause a lot of problems.
To keep everything in the UK would cost a lot more. Also a good profit margin is handy with any business where theres a lot of competition, which there is in the communications market. A good profit margin kind of give a comfort zone so if they had to compete with very competitive offers then they's have the margin to cope. At 9.2 % I don't think they actually have that much of a comfort zone.
At 9.2 % margin if their costs increase by 9.2 % they won't make any money, thats actually not that difficult to happen.
The long and the short of it is it's true, if you want UK call centers you'll have to pay more. But most consumers will opt for the cheaper option.0 -
they speak english... so whats the problem?0
This discussion has been closed.
Confirm your email address to Create Threads and Reply
Categories
- All Categories
- 352.3K Banking & Borrowing
- 253.6K Reduce Debt & Boost Income
- 454.3K Spending & Discounts
- 245.3K Work, Benefits & Business
- 601.1K Mortgages, Homes & Bills
- 177.5K Life & Family
- 259.2K Travel & Transport
- 1.5M Hobbies & Leisure
- 16K Discuss & Feedback
- 37.7K Read-Only Boards