Indian call centres
Discussion
ChristianZS said:
It's hard to tell whether the Call Centre is located in India these days.
True, I spoke to the Philipines before. Maybe I should have been a bit more PC with regards to my question. Are we the only country in Europe who send 'customers' abroad to deal with sensitive information such as credit card information?Edited by ChristianZS on Tuesday 13th January 15:26
ytrebil said:
ChristianZS said:
It's hard to tell whether the Call Centre is located in India these days.
True, I spoke to the Philipines before. Maybe I should have been a bit more PC with regards to my question. Are we the only country in Europe who send 'customers' abroad to deal with sensitive information such as credit card information?Edited by ChristianZS on Tuesday 13th January 15:26
The U.S. has domestic call centres in non-metropolitan areas e.g. Omaha and also uses a lot of Indian call centres.
Indian call centers are the worst!! The moment I get some guy on the line with a heavy accent who states his name is "mike" I know that the problem I am calling to be resolved will certainly not be, resolved that is.
I dont hate these people, nor can I blame them for wanting to be a part of something, but they are far behind the business conduct and morale skills. Meaning very simply that they have no say for themselves and are limited to a script, which is audible because when you ask them a question you can hear them rustling frantically through papers looking for the answer. Plus, unlike calling and getting someone from your own country, these people have no idea what it is to negotiate or work out a deal or follow the old conduct of give and take. They just follow the script, no matter how unique or complex your problem is and no matter how proposperous their resolution seems.
So, in the end it seems just about every call i've ever made and gotten through to an indian call center has been unresolved and has left me completely void of any confidence in their system.
This is why if I call and get an indian center I immediately hang up and realize that whatever the trouble I am having, I will continue to have it.
Lastly, this is also why when I enroll in new services such as with a new credit card company or the likes I always ask first and foremost whether or not their customer service hotline is in the U.S. or outside.
I dont hate these people, nor can I blame them for wanting to be a part of something, but they are far behind the business conduct and morale skills. Meaning very simply that they have no say for themselves and are limited to a script, which is audible because when you ask them a question you can hear them rustling frantically through papers looking for the answer. Plus, unlike calling and getting someone from your own country, these people have no idea what it is to negotiate or work out a deal or follow the old conduct of give and take. They just follow the script, no matter how unique or complex your problem is and no matter how proposperous their resolution seems.
So, in the end it seems just about every call i've ever made and gotten through to an indian call center has been unresolved and has left me completely void of any confidence in their system.
This is why if I call and get an indian center I immediately hang up and realize that whatever the trouble I am having, I will continue to have it.
Lastly, this is also why when I enroll in new services such as with a new credit card company or the likes I always ask first and foremost whether or not their customer service hotline is in the U.S. or outside.
My company has tech support around the world, incl. India, to be fair, they are not bad but we get customers who refuse to speak with them point blank, without giving them a chance.
Our internal server support is covered by India, I was slightly amused to recieve a support call from one of our own guys in India. To be fair though, if I'm stuck I sometimes PM him to get his opinion and to give credit, he and his colleagues are all pretty good.
My previously company used HP tech support based in Inida, they were brilliant - really knew their stuff. Occassionally a minor language issue, but resolved by using email.
Martin
Our internal server support is covered by India, I was slightly amused to recieve a support call from one of our own guys in India. To be fair though, if I'm stuck I sometimes PM him to get his opinion and to give credit, he and his colleagues are all pretty good.
My previously company used HP tech support based in Inida, they were brilliant - really knew their stuff. Occassionally a minor language issue, but resolved by using email.
Martin
mph999 said:
My company has tech support around the world, incl. India, to be fair, they are not bad but we get customers who refuse to speak with them point blank, without giving them a chance.
Our internal server support is covered by India, I was slightly amused to recieve a support call from one of our own guys in India. To be fair though, if I'm stuck I sometimes PM him to get his opinion and to give credit, he and his colleagues are all pretty good.
My previously company used HP tech support based in Inida, they were brilliant - really knew their stuff. Occassionally a minor language issue, but resolved by using email.
Martin
+1, I regularly use HP, Microsoft, and Dell support (as well as most of the broadband providers), they are all excellent by and large. Yes, there may be minor language problems, but a bit of patience gets the problem solved in the end.Our internal server support is covered by India, I was slightly amused to recieve a support call from one of our own guys in India. To be fair though, if I'm stuck I sometimes PM him to get his opinion and to give credit, he and his colleagues are all pretty good.
My previously company used HP tech support based in Inida, they were brilliant - really knew their stuff. Occassionally a minor language issue, but resolved by using email.
Martin
mph999 said:
My company has tech support around the world, incl. India, to be fair, they are not bad but we get customers who refuse to speak with them point blank, without giving them a chance.
Our internal server support is covered by India, I was slightly amused to recieve a support call from one of our own guys in India. To be fair though, if I'm stuck I sometimes PM him to get his opinion and to give credit, he and his colleagues are all pretty good.
My previously company used HP tech support based in Inida, they were brilliant - really knew their stuff. Occassionally a minor language issue, but resolved by using email.
Martin
Ahhh - how are you settling in at Brook Drive? Mrs Puggit returned to work there this week after maternity leave.Our internal server support is covered by India, I was slightly amused to recieve a support call from one of our own guys in India. To be fair though, if I'm stuck I sometimes PM him to get his opinion and to give credit, he and his colleagues are all pretty good.
My previously company used HP tech support based in Inida, they were brilliant - really knew their stuff. Occassionally a minor language issue, but resolved by using email.
Martin
She hates contacting internal support!
What team are you in?
LotusACBC said:
Indian call centers are the worst!! The moment I get some guy on the line with a heavy accent who states his name is "mike" I know that the problem I am calling to be resolved will certainly not be, resolved that is.I dont hate these people, nor can I blame them for wanting to be a part of something, but they are far behind the business conduct and morale skills. Meaning very simply that they have no say for themselves and are limited to a script, which is audible because when you ask them a question you can hear them rustling frantically through papers looking for the answer. Plus, unlike calling and getting someone from your own country, these people have no idea what it is to negotiate or work out a deal or follow the old conduct of give and take. They just follow the script, no matter how unique or complex your problem is and no matter how proposperous their resolution seems. So, in the end it seems just about every call i've ever made and gotten through to an indian call center has been unresolved and has left me completely void of any confidence in their system.This is why if I call and get an indian center I immediately hang up and realize that whatever the trouble I am having, I will continue to have it.Lastly, this is also why when I enroll in new services such as with a new credit card company or the likes I always ask first and foremost whether or not their customer service hotline is in the U.S. or outside.
So let me ge this straight, Indians have no ability to resolve a issue, negoiate, work out a deal and cannot understand the concept of give and take?! Nor do the have sufficient morale [sic] skills?! However do they maintain any form of commerce in that country? And you say that US counterparts doing the exact same call centre jobs don't have to follow scripts and are free to negoiate deals, make you offers etc as and when they please, purely because English is their first language? Blimey!A few years ago I read about a novel solution that scandanavian countries had come up with for their call centres. They wanted the savings associated with off-shoring to India, but there wasn't exactly a huge body of Indians learning scandanavian languages. So they took a bunch of Scandanavian gap-year students and flew them out to India, paid for the flight and paid them at Indian pay scales. The bonus for the students was that they stayed in India for a year, but worked for six months, earning enough cash to go travelling round India. The students got the benefit of a cheap year in India and the company saved some cash on it's call centre operation.
Seemed quite a good idea!
Pete
Seemed quite a good idea!
Pete
our isp uses indian call centres and you get nowhere with them what so ever, i must of been on the phone over 10 times with them, and never get anywhere, they dont listen! I know the problem with our connection but they insist its something else ect
to the point now i refuse to speak to them,
A few years ago a phones apple's online shops customer services and ended up speaking to a girl in America!
to the point now i refuse to speak to them,
A few years ago a phones apple's online shops customer services and ended up speaking to a girl in America!
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