Discussion
I am a huge fan of telephone banking. Whilst the internet is fine for most things, for me I like to speak to a person with regard my financial matters – not a machine. For some reason it reassures me.
However, I have just got off the phone to my lovely bank. For the third time this afternoon. The reason why I have had to ring three times, is that I have been unable get a simple question answered. This is because the different people on the other end of the phone were in an Indian call centre, and a combination of distinguishing accents (on both sides), dodgy headsets and a complete lack of understanding from both parties left me practically banging my head on my desk.
Now don’t get me wrong; the people were very nice and very patient, and eventually the third girl and I understood one another. I am not one to attack those companies who have call centres in other countries – in fact, whoever first thought of it must be very entrepreneurial and I couldn’t think of a better way to save some cash. Very sensible, IMHO.
However, when dealing with something so personal and so important as my hard-earned dosh, I really would expect to have people trained properly in dealing with us english folk, who don’t necessarily always use the correct terminology and who ask simple but unexpected questions. If my BBC accent can't be understood, I pity the poor Geordie next on the line. I put my trust in the people on the other end of these lines and have now been left with a feeling of uneasiness. Now if I move 500 spondoolies from one account to another, I feel like I need to ring up and check again just to make sure it has been done correctly.
Am I overeacting? Being unfair? I might have to change my bank to something like the Royal Bank of Scotland. That way I know my call will stay in this country.
Rant over.
However, I have just got off the phone to my lovely bank. For the third time this afternoon. The reason why I have had to ring three times, is that I have been unable get a simple question answered. This is because the different people on the other end of the phone were in an Indian call centre, and a combination of distinguishing accents (on both sides), dodgy headsets and a complete lack of understanding from both parties left me practically banging my head on my desk.
Now don’t get me wrong; the people were very nice and very patient, and eventually the third girl and I understood one another. I am not one to attack those companies who have call centres in other countries – in fact, whoever first thought of it must be very entrepreneurial and I couldn’t think of a better way to save some cash. Very sensible, IMHO.
However, when dealing with something so personal and so important as my hard-earned dosh, I really would expect to have people trained properly in dealing with us english folk, who don’t necessarily always use the correct terminology and who ask simple but unexpected questions. If my BBC accent can't be understood, I pity the poor Geordie next on the line. I put my trust in the people on the other end of these lines and have now been left with a feeling of uneasiness. Now if I move 500 spondoolies from one account to another, I feel like I need to ring up and check again just to make sure it has been done correctly.
Am I overeacting? Being unfair? I might have to change my bank to something like the Royal Bank of Scotland. That way I know my call will stay in this country.
Rant over.
Nat West... Always manage to understand them... Even if it is usually a sweaty sock on the other end of the phone 
I had this problem in a well known high street shop the other day. FFS, if you are going to employ people in a customer facing environment, at least make sure they can be understood
I had this problem in a well known high street shop the other day. FFS, if you are going to employ people in a customer facing environment, at least make sure they can be understood
My tip would be to open an account NOW with an Indian bank.
Fashions change and everything goes around in this world.
So there's every chance that next year the Indian bank will outsource their telephone banking operation to Scunthorpe and you'll be able to speak to them in (nearly) the same language.
Fashions change and everything goes around in this world.
So there's every chance that next year the Indian bank will outsource their telephone banking operation to Scunthorpe and you'll be able to speak to them in (nearly) the same language.
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