Comments on: Foreign Call Centres Are Rubbish - Official ! http://www.rodcollins.com/wordpress/foreign-call-centres-are-rubbish-official A Site About Everything and Nothing Thu, 17 May 2012 21:44:48 +0000 http://wordpress.org/?v=1.5.2 Comment on Foreign Call Centres Are Rubbish - Official ! by: oceaneagle http://www.rodcollins.com/wordpress/foreign-call-centres-are-rubbish-official#comment-19021 Sat, 12 Mar 2011 08:30:23 +0000 http://www.rodcollins.com/wordpress/foreign-call-centres-are-rubbish-official#comment-19021 What's racist about not understanding an accent? I now have a policy of not dealing with any firm that operates a foreign call centre. I'm fed up with them not understanding me and (understandably) not knowing the geography of the UK. I haven't a clue how far Delhi is to Bombay (Mumbai) they don't know that London is miles from Sheffield. I am sure queries are dealt with quickly more efficiently and cost effectively if both parties understand each other. What’s racist about not understanding an accent? I now have a policy of not dealing with any firm that operates a foreign call centre. I’m fed up with them not understanding me and (understandably) not knowing the geography of the UK. I haven’t a clue how far Delhi is to Bombay (Mumbai) they don’t know that London is miles from Sheffield.
I am sure queries are dealt with quickly more efficiently and cost effectively if both parties understand each other.

]]> Comment on Foreign Call Centres Are Rubbish - Official ! by: Rod http://www.rodcollins.com/wordpress/foreign-call-centres-are-rubbish-official#comment-17498 Tue, 23 Nov 2010 16:31:33 +0000 http://www.rodcollins.com/wordpress/foreign-call-centres-are-rubbish-official#comment-17498 Neil, spot on ! Good point about the actual operators, as frustrating as it is there's no need to take it out on them - they're only trying to make a living - some people in this country could take a leaf out of their book ! Best Rod Neil,
spot on !
Good point about the actual operators, as frustrating as it is there’s no need to take it out on them - they’re only trying to make a living - some people in this country could take a leaf out of their book !
Best
Rod

]]> Comment on Foreign Call Centres Are Rubbish - Official ! by: Rod http://www.rodcollins.com/wordpress/foreign-call-centres-are-rubbish-official#comment-17497 Tue, 23 Nov 2010 16:28:52 +0000 http://www.rodcollins.com/wordpress/foreign-call-centres-are-rubbish-official#comment-17497 Mick, how funny - I saw supose the chap was in <i>Dire Straits</i> so had to come up with something :) Cheers Rod Mick,
how funny - I saw supose the chap was in Dire Straits so had to come up with something :)
Cheers
Rod

]]> Comment on Foreign Call Centres Are Rubbish - Official ! by: Neil http://www.rodcollins.com/wordpress/foreign-call-centres-are-rubbish-official#comment-17496 Tue, 23 Nov 2010 14:52:03 +0000 http://www.rodcollins.com/wordpress/foreign-call-centres-are-rubbish-official#comment-17496 Thanks for your quick reply, Rod. I wanted to keep my first comment short so here's another angle on the non-racist angle when objecting to foreign call centres: I moved five years ago to the Czech Republic, though still have several UK ties (such as Barclays, for my sins). I now speak Czech pretty fluently, but it took me a long time to master phone conversations, as this is the hardest thing for anyone speaking in a language other than their own. Even now there is the occasional misunderstanding - for example, there is a certain street name I always have trouble getting across to the dispatcher at the taxi company. So I would never expect to be employed answering the phones at a bank in Prague - even though I could probably deal with most things, any native Czech would have the right to complain if a misunderstanding arose. Not even the most ardent disciple of PC could call that racist, and the Barclays scenario is simply the same story with different characters. Frustrating though it is dealing with Barclays et al in India, I try not to take it out on the Indians themselves (unless they cold call, that's a different matter). Most of them are nice people who are grateful for a job. It is the management at these companies who deserve our anger and blogs like yours are very valuable in making our feelings public in a critical but civilised manner. Thanks for your quick reply, Rod. I wanted to keep my first comment short so here’s another angle on the non-racist angle when objecting to foreign call centres: I moved five years ago to the Czech Republic, though still have several UK ties (such as Barclays, for my sins). I now speak Czech pretty fluently, but it took me a long time to master phone conversations, as this is the hardest thing for anyone speaking in a language other than their own. Even now there is the occasional misunderstanding - for example, there is a certain street name I always have trouble getting across to the dispatcher at the taxi company. So I would never expect to be employed answering the phones at a bank in Prague - even though I could probably deal with most things, any native Czech would have the right to complain if a misunderstanding arose. Not even the most ardent disciple of PC could call that racist, and the Barclays scenario is simply the same story with different characters.

Frustrating though it is dealing with Barclays et al in India, I try not to take it out on the Indians themselves (unless they cold call, that’s a different matter). Most of them are nice people who are grateful for a job. It is the management at these companies who deserve our anger and blogs like yours are very valuable in making our feelings public in a critical but civilised manner.

]]> Comment on Foreign Call Centres Are Rubbish - Official ! by: Mick Deakin http://www.rodcollins.com/wordpress/foreign-call-centres-are-rubbish-official#comment-17495 Tue, 23 Nov 2010 12:40:55 +0000 http://www.rodcollins.com/wordpress/foreign-call-centres-are-rubbish-official#comment-17495 Several years ago I had a cold call from gentleman who was obviously not english! Being somewhat annoyed I asked for his name - he said 'Mark'. I asked him for his second name which he gave me but I could not understand what he said, so I asked him to spell it out. He replied K-N-O-P-F-L-E-R. I nearly choked when he'd finished - and told him I was not interested, and furthermore not to call my house again. I had visions of the guy rummaging through a copy of NME for a name he could use. Mick :) Several years ago I had a cold call from gentleman who was obviously not english!
Being somewhat annoyed I asked for his name - he said ‘Mark’. I asked him for his second name which he gave me but I could not understand what he said, so I asked him to spell it out. He replied K-N-O-P-F-L-E-R. I nearly choked when he’d finished - and told him I was not interested, and furthermore not to call my house again.

I had visions of the guy rummaging through a copy of NME for a name he could use.

Mick :)

]]> Comment on Foreign Call Centres Are Rubbish - Official ! by: Rod http://www.rodcollins.com/wordpress/foreign-call-centres-are-rubbish-official#comment-17494 Tue, 23 Nov 2010 08:53:22 +0000 http://www.rodcollins.com/wordpress/foreign-call-centres-are-rubbish-official#comment-17494 Neil, thanks for the comment and welcome to the site. That just about sums it up and I ttallly agree with you about the non-racist part of it. Actually I resent the fact that decent people have to prefix things nowadays with statements like this. I've got nothing against bricklayers for example, however I don't want a brickie repairing the brakes on my car - it's a case of being cpaable/qualified to do the job. If you're going to work in a call centre then you need a clear speaking voice and a perfect grasp of English surely !? All the best Rod Neil,
thanks for the comment and welcome to the site.
That just about sums it up and I ttallly agree with you about the non-racist part of it.
Actually I resent the fact that decent people have to prefix things nowadays with statements like this.

I’ve got nothing against bricklayers for example, however I don’t want a brickie repairing the brakes on my car - it’s a case of being cpaable/qualified to do the job.

If you’re going to work in a call centre then you need a clear speaking voice and a perfect grasp of English surely !?
All the best
Rod

]]> Comment on Foreign Call Centres Are Rubbish - Official ! by: Neil http://www.rodcollins.com/wordpress/foreign-call-centres-are-rubbish-official#comment-17493 Tue, 23 Nov 2010 08:40:54 +0000 http://www.rodcollins.com/wordpress/foreign-call-centres-are-rubbish-official#comment-17493 I agree with whay you say, Rod. Whenever I have to call Barclays it seems arbitrary whether I get India or UK, though UK seems more common recently. Yesterday though I phoned to chase up a new debit card and got through to India, and it was patently obvious that the guy didn't understand me. After getting nowhere I asked as politely as I could to speak to someone in the UK - and was put through to a British lady who sorted out my query in minutes! It is NOT racism to object to being presented with a language barrier when phoning for service, especially when the service is something as important as banking. These call centres are a sign that companies like Barclays don't care what their customers think, although Barclays are clearly getting worried about losing big accounts if they have introduced this new system. Perhaps the most amusing/annoying example of the problems these centres cause was when my brother phoned Orange to report a change of address. He was asked to spell the word THE! I agree with whay you say, Rod. Whenever I have to call Barclays it seems arbitrary whether I get India or UK, though UK seems more common recently. Yesterday though I phoned to chase up a new debit card and got through to India, and it was patently obvious that the guy didn’t understand me. After getting nowhere I asked as politely as I could to speak to someone in the UK - and was put through to a British lady who sorted out my query in minutes!

It is NOT racism to object to being presented with a language barrier when phoning for service, especially when the service is something as important as banking. These call centres are a sign that companies like Barclays don’t care what their customers think, although Barclays are clearly getting worried about losing big accounts if they have introduced this new system.

Perhaps the most amusing/annoying example of the problems these centres cause was when my brother phoned Orange to report a change of address. He was asked to spell the word THE!

]]> Comment on Foreign Call Centres Are Rubbish - Official ! by: Rod http://www.rodcollins.com/wordpress/foreign-call-centres-are-rubbish-official#comment-15567 Fri, 27 Aug 2010 12:10:57 +0000 http://www.rodcollins.com/wordpress/foreign-call-centres-are-rubbish-official#comment-15567 Bob, thanks for the comment and welcome to the site - I cannot understand why businesses ruin customer relations like this. It's incredibly short-sighted of them, it also gives us a clue as to the esteeem they hold their customers in ! Best Rod Bob,
thanks for the comment and welcome to the site - I cannot understand why businesses ruin customer relations like this. It’s incredibly short-sighted of them, it also gives us a clue as to the esteeem they hold their customers in !
Best
Rod

]]> Comment on Foreign Call Centres Are Rubbish - Official ! by: Bob http://www.rodcollins.com/wordpress/foreign-call-centres-are-rubbish-official#comment-15563 Fri, 27 Aug 2010 11:05:09 +0000 http://www.rodcollins.com/wordpress/foreign-call-centres-are-rubbish-official#comment-15563 Every time I call Barclays I cannot understand the call handler and he/she claims 'system not working.' It is very annoying and selfish for Barclays to give customers this level of low service, which has become that way since using Indian call centers. Every time I call Barclays I cannot understand the call handler and he/she claims ’system not working.’ It is very annoying and selfish for Barclays to give customers this level of low service, which has become that way since using Indian call centers.

]]> Comment on Foreign Call Centres Are Rubbish - Official ! by: Rod http://www.rodcollins.com/wordpress/foreign-call-centres-are-rubbish-official#comment-12083 Sun, 14 Mar 2010 15:43:32 +0000 http://www.rodcollins.com/wordpress/foreign-call-centres-are-rubbish-official#comment-12083 LB, this is one of the things I was thinking about when I alluded to losing more than you gain. I used to have an account with Dell computers, I rang them and spoke to lovely girls in Ireland - the whole thing was perfect - specced a new computer, they built to order, sent it out and all was well. One day I phoned to buy a new one and was put through to India - it was a nightmare ! I had to repeat myself over and over again and simply could not understand the other person on the line. I had to abandon it as I had absolutely no idea what I was going to end up ordering - After many years and £1,000s spent I never used Dell Direct again ! All the best Rod LB,
this is one of the things I was thinking about when I alluded to losing more than you gain.
I used to have an account with Dell computers, I rang them and spoke to lovely girls in Ireland - the whole thing was perfect - specced a new computer, they built to order, sent it out and all was well.

One day I phoned to buy a new one and was put through to India - it was a nightmare !
I had to repeat myself over and over again and simply could not understand the other person on the line.
I had to abandon it as I had absolutely no idea what I was going to end up ordering - After many years and £1,000s spent I never used Dell Direct again !

All the best
Rod

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