quote:

Originally posted by rothgar:
Shaping up nicely again, £100,000 just gone.

But 15 thou at the end!

The reason I asked about the phone rage thing was I was on it, disgruntled customer and all that!

quote:

Originally posted by amanda5653:
Hi Roth. Did you see Cutting Edge Phone Rage last night?

Phone rage......welcome to my world !

My immediate post-programme response as it were is on the TV Show forum thread, however, while it was an interesting programme, they could have done a lot more.

As informative as the South Africa connection was, they could have spent the time better by speaking to the call centre staff. They should have got some off camera "real stories" about their jobs. That would have told the story better.

I liked the sensible lady customer who said "we get the call centres we deserve". Most of the time the staff you speak to really do want to help, but they are constrained by so many targets, that it's almost impossible.

The reason I asked about the phone rage thing was I was on it, disgruntled customer and all that![/QUOTE]


Were you the "This is..hopeless, hopeless, hopeles" lady?
If so, it's still seeable on this site

'Fraid so. Available on where?

Personally, never ever, ever have problems.
I always treat people with respect and so forth.
I think the yob in the programme would be a yob anywhere.
Find the HSBC, in India, excellent, as I do Sky, and InsureandGo insurance.
Thank you, those staffs, for doing a job I would not like doing.

quote:

Originally posted by Occasional Visitor:
the TV Show forum thread, however, while it was their jobs. That would have told the story better.

I liked the sensible lady customer who said "we get the call centres we deserve". .

That was me OV!!

quote:

Originally posted by amanda5653:
'Fraid so. Available on where?

Hee Hee Hee
Go to the search on the Channel4 site, put in "phone rage" then click on one which comes up, this will have a video on the right hand side.
Good luck, amanda

quote:

Originally posted by rothgar:
Personally, never ever, ever have problems.
I always treat people with respect and so forth.
I think the yob in the programme would be a yob anywhere.
Find the HSBC, in India, excellent, as I do Sky, and InsureandGo insurance.
Thank you, those staffs, for doing a job I would not like doing.

I have had very mixed experience. As I said on the programme where the operators in India know thier stuff so well in relation to computing in my case, they tend to talk really fast and I find it quite difficult to get what they are saying and keep up with their rote instructions! I had such a nightmare with BT's call centres I think I aged about 50 years!! Normally though, like you, I find politeness is the best policy every time. I certainly don't blame the operators.

Oh what a pretty lady...and a lovely figure too

Godd job I wasn't on there for either of those! Eh Lindy 44?

Not half-term again?
I thought it was several weeks ago.

Tee hee! Sarcasm doesn't really suit her, does it?

You looked great, Amanda and spoke very well.

Articulate, intelligent and telegenic.

Specsavers have a two for one at the moment!
Do you like the new sig?

Lindy, those who chose to "get personal" should stick to DOND.

Amanda, lovely and articulate.

I have been having trouble posting. Hope you are all well?

Hi Mongey! Long time know speak! Great to see you again. I haven't had trouble recently but did have a lot a while back, internal server error and all that! How are those girls of yours?

Girls are good thanks........I watched the call centre programme with great interest. I used to set them up for BT (one of my many jobs!) I sort of lost it when they bagan to ship the work out to India, although I was asked to help, I politely declined.

The broadband guys at BT in India are brill though, they have the patience of a saint with me!

Where did the DOND thread go? I was enjoying the friendly banter. Did you see it today............it never fails to make me happy.

PS My hubbie (home on leave from Royal Marine's) thought you were yummy on the TV.......so there Lindy

Good grief, well that is what prolonged absence and deprivation in the forces will do for a man!

I hope you saw me say that I thought that the guys in Mumabi were expert at what they did, but it's like anything you have to repeat 100 times a day, it can turn into a bit of a gabble then with the accent.... Having worked abroad for many years I reckon myself pretty good at accents, but over that BT episode, even I was stumped! Glad your fella is back safe with you.

Actually Mongey, if you go to the TV show thread and the phone rage topic there is some really interesting info on there, put there by OV and the Lemon Drop Kid, who are both veterans of the old call centre. I was fascinated!

Don't underestimate yourself Amanda, my guy has no deprivation....believe me. Hee Hee

I will try to find the forum you mentioned......you may know I love India as I have a home there, you are more than welcome, anytime.

PS No sign of Lindy.....mmmmmmmmmmmm

quote:

Originally posted by "M":
Girls are good thanks........I watched the call centre programme with great interest. I used to set them up for BT (one of my many jobs!) I sort of lost it when they bagan to ship the work out to India, although I was asked to help, I politely declined.

The broadband guys at BT in India are brill though, they have the patience of a saint with me!

Where did the DOND thread go? I was enjoying the friendly banter. Did you see it today............it never fails to make me happy.

PS My hubbie (home on leave from Royal Marine's) thought you were yummy on the TV.......so there Lindy

Hi M

Are you fully recovered from your hospital stay ?

I agree that the BT broadband call centre in India are pretty good, however, I think I pay enough a month to BT to deserve my queries being dealt with in the UK. I agree with Amanda that the accent can be an issue just in the same way any strong accent can be hard to understand at times. However a strong UK accent is just par for the course. If you have to deal with someone with a strong foreign accent, plus you have to explain everything in simple terms, it does get very wearisome. It’s not that they are daft or lack education, it’s just that a lot of the products are very new to them.

Somewhere I used to work opened a call centre in Mumbai and the trainers had to explain how bank accounts worked and what a direct debit was. The Indians were not daft, slow or not up to it, it just wasn’t in their culture to have dealings with such things in the way we do here. I think they did a very good job under the circumstances, however, I think that it was exploitation of the worst kind really. The company did it to save shed loads of money and they could dress it up any way they liked, but that was the main motivation.

I would be interested to know what they spent the money they saved on. It certainly wasn’t on the operations in the UK.

With the time difference between here and India, they had to work some very strange hours to be available during working hours here. Also they didn’t work for us, they worked for an agency. They didn't have much job security. They also had quite a subservient manner to us, their UK colleagues, and were very apologetic if they got the least thing wrong. They would often call me "Sir", probably thinking I could get them the sack I chose too.

Once again the only real winners were the fat cats in charge.

Hi OV,
(Sssh Sssh Whispers) - Banks are in business to maximize their profits, that's their raison d'etre. If it's more economical to locate call centres in India etc. they will do so. No mystery, no need to pretend they're doing it for any other reason. They're not charities.
Cost cutting leads to the best use of scarce resources.
As an employee of a bank, you are part of that
process.
That's the nature of the beast.
If you don't like working for a profit making outfit, work for a registered charity.

The more you pay for a service, the closer, geographically, its call centre should be?
Incredible!!
Quite novel.
So the poor customers who don't pay very much, have to put up with a call centre in Timbuckto.

Welcome back "M"
Royal Marine eh?
Blimey!
Hope his present posting isn't too worrying for you.

Morning Roth, hope you've got that shirt firmly tucked in around your squidgey bits today, as I hear it's going to be a bit windy!!