BT Calls taken in India

Networkguy

The thing is that some companies have moved their phone support to India and have actually pulled it off really well.

2 that come to mind are Microsoft and American Express. Unlike MOST companies, you are sometimes hard pressed to realise where the person you are speaking to is based. Of course both these companies have actually spent serious money to do this.

Most companies have just off shored the support to the cheapest bidder which means 2 things.

1. The standard of person is low
2. The same person is answering mutliple calls for multiple companies at once. You might ring your credit card company one minute and then put the phone down and dial your power company 30 seconds later and end up speaking to the same person.

It's simply about money.

red_devil

yes and at what cost to the customer people get really stressed out trying to get through and then when they do they cant understand whats being said. Did Bt survey the customers and ask their thoughts on this.

iceicebaby

I have no problem dealing with whoever wherever as long as they sort out my query correctly.

I have had good experiences and bad ones with both British based and offshore contact centres.

Networkguy

red_devil wrote: »

Did Bt survey the customers and ask their thoughts on this.

Why would they?

Clearly you are still a customer even though you don't like it so it is not affecting their business in a negative way but is helping them make more money.

If you don't like it, take your business somewhere else but for some people they have no choice and for others they put up and shut up and it is this that BT rely on.

Regardless of what they say, they still hold a monopoly.

alibongo42

If it helps, I've found that calling BT between 8:30 - 9:00am generally gets you through to their Glasgow call centre.

moonrakerz

http://files.filefront.com/Outsourcing+future+kpwmv/;6997091;/fileinfo.html

It could be worse !

red_devil

Networkguy wrote: »

Why would they?

Clearly you are still a customer even though you don't like it so it is not affecting their business in a negative way but is helping them make more money.

If you don't like it, take your business somewhere else but for some people they have no choice and for others they put up and shut up and it is this that BT rely on.

Regardless of what they say, they still hold a monopoly.

lots of people are leaving bt so it does affect their business and if threads like this are popular then they arent doing their job right are they?

You cant tell me that its ok for an Indian person to leave a message on your answerphone which you cant understand does that make good business sense. Double the time and stress trying to ring again and find out what they said, waste of their time as well.

Plus some of them in India havent been given enough training and are giving out wrong information. It will backfire on them. Like i said about 3 times already an insurance company is advertising an English call centre. So it must be important.

The only reason work is moved abroad is cos its cheaper to pay them, jobs should be kept british for a start apart from all the headache its going to cause when people cant understand their operators. Yes they should ask customers what they want we are paying them.

Thanks for the tip poster about ringing in the morning.

uktim29

red_devil wrote: »

lots of people are leaving bt so it does affect their business

Only if it's more than the amount of people joining! Which I very much doubt it is.

BT had 177,000 new broadband customers during 2007.

alison99_2

I dread phoning BT because I just know that I'm going to get someone in India, and while I usually have no problem understanding them, they seem to have great difficulty understanding me and I spend a lot of the time apologising for my strong Welsh accent.

red_devil

uktim29 wrote: »

Only if it's more than the amount of people joining! Which I very much doubt it is.

BT had 177,000 new broadband customers during 2007.

thats nice for them dosent mean they will all stay longterm.