What is you opinion of overseas call centres?

At the weekend I spent oven an hour on the phone to my broadband suppliers helpdesk. I found it incredibly frustrating as the person on the other end of the line made me spell practically every word I said (and even then they still got things wrong) and twice I was hung up on. To rub salt into the wound the calls where being charged at 10p a minute so I lost £6 into the bargain. This has pretty much been my experience of all overseas call centres. I can understand companies wanting to save money but I would rather pay extra to speak to a UK/Irish call centre where I am understood than save a little cash spending hours on the phone to someone whose first language isn't English. And in case anyone is thinking that I have a strong accent etc I don't. In fact I work in a job where I have to talk to people in various countries (including India) and I am understood perfectly well. I have a funny feeling that some of these call centre staff on chargeable lines purposely stretch out the....

What is you opinion of overseas call centres?
I totally agree with you. having worked in callcentres for 13 years both as an operator and Manager, it can be hard enough understanding people from different parts of the UK, but for those people overseas it must be impossible to understand certain regional accents.





I have since moved abroad and I have had to call my Bank and other organisations several times, going trough to an overseas callcentre was such a frustrating experience, in the end I just gave up. It is so frustrating to be paying for the call and just getting nowhere because the person at the other end cannot understand simple questions. Saying that, and this is my no means meant to be insulting, one of the callcentres I went through to was in Bradford, I spoke to several people who I could just not understand. To work in a callcentre you must have a clear and concise accent.





It is by no means the operator who is at fault, it is the large companies who are trying to save a few quid. It's like expecting British operators to take calls from overseas, it wouldn't work would it?
Reply:Hey John...yeah, I've had the same experience and I'm gonna start complaining to the companies I deal with. Actually, I've just decided to quit Avon, which I've worked as a representative for over 23 years, because they've decided to "outsource" all their phone %26amp; e-mail service, and totally messed up their whole system. I'll be writing a lengthy letter to them this week, regarding the service (or lack of it) that I've been getting the past two months. My sister, who lives in Georgia ( I live in Wisconsin ), also quit for the same reason, so it's not just a regional thing. Yes, I'm extremely tired of trying to talk to these call centers that always seem to pair you with someone whom you can't understand, and can't understand you either. When I get a call from them, I hang up. No, I don't mean to be rude, but it would be a waste of time for both of us to try to break the language barrier. I live just north of a major midwest tourist attraction, and the business owners have taken to hiring people who come from various countries, barely speaking english, and working in jobs where they attempt to give local directions to tourists. This is a lesson in futility...for them and for the tourists. They say it's because no one wants to work for the wages that the foreigners accept, but that's just not true. Many people are turned down for employment around here, because they know that the foreigners will not file for unemployment when they go back home in the fall. Sounds like you have the same problems in the UK that we have in the states. I think the only thing we can do is to write lots of letters to the companies that employ people who are hard to understand, and let them know that you will not be frequenting their stores until they change their policies. If enough people do this, the loss of their profits will speak louder than our letters, making them sit up and take notice. Money always has the last word. %26lt;*)))%26gt;%26lt;
Reply:I find it very hard not to be frustrated but then on reflection, we mustn't be mad at the operators on the end of the phone and their inability to understand what is being said.


If UK companies didn't base their call centres there to save some money, we wouldn't be experiencing this problem. I'm with you I'd rather spend a few pence extra a minute and speak to someone who I don't have to repeat myself to.
Reply:Nothing more frustrating then trying to follow directions when you can't understand the person. Happens all the time.
Reply:I think its disgraceful and highly offends me that these companies expect you to pay premium rates, for a poor service, Having to repeat yourself, and spell words like you said, even then you dont know if they understand. Quite often I give up an have to start again, hoping I get someone who speaks my language
Reply:I spent 40Min's on phone to a call centre in India, they could not understand me.


I was trying to pay my gas and electric bill using my credit card.





I gave all the details, they did not charge my credit card and then I received a letter threatening to cut the services.


I always take full advantage of the maximum amount of days to pay on my credit card, so I did not receive my statement in time to notice that it had not been charged.





I rang the service provider again, (in India again) I was very frustrated. I insisted that I be put through to someone who could understand me.I WANTED TO SPEAK TO SOMEONE IN THE UK!!!!





They gave me a UK number and low and behold the UK call centre was in my home town. The problem was sorted in no time at all.





So next time you are dealing with anyone who can't understand be strong and insist that you are given a UK number.





It probably helped me because I want ed to pay them money, but it could be worth the effort if you insist like I did.
Reply:I get so frustrated ringing up and getting someone who doesn't talk english on the other line. What makes me madder is that the jobs should stay in the country of the company. Cheap labour is not better service.
Reply:Yes I have. i had a problem with my cell phone provider. When I called to get it fixed I spoke to someone that had no clue what he was doing. I could n;t understand anything he said. so i doubt he understood what i was saying. I called againg and spoke a girl she was a disaster as well. Ithink calls should be directed to a call center in your perspective country.

laser teeth cleaning