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Being diverted to Indian Call Centres, instead of talking direct to UK


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Showing 1-25 of 124 posts in this discussion
Initial post: 2 Nov 2013 00:53:51 GMT
johnwataboy says:
NO RACIAL ABUSE PLEASE. Sensible discussion.
Are you for or against companies using Indian Call Centres ?
We all have different accents/dialects Does anyone have difficulty in understanding and following the conversation through ?
Do you find them helpful.?
Would you prefer to talk to someone in UK direct ?
Why do you think that companies choose to use Call Centres outside UK ?

Posted on 2 Nov 2013 00:58:26 GMT
Last edited by the author on 2 Nov 2013 00:59:50 GMT
johnwataboy says:
Even UK regional accents can be incoherent to the individual. Should more controllers, advisers, customer service staff have a course on clarity of speech, which is more in line with BBC English ? and by that I don't mean talking posh with a plum in their mouth.

Posted on 2 Nov 2013 09:04:56 GMT
Rosehips says:
I am definitely against companies using Indian Call Centres!
I am a pensioner with a hearing deficiency which adds to the problem of not being able to understand what they are saying because their accent is so different and they speak so quickly. I have to ask them several times what they are saying, then to ask them to say it very slowly, then when I still cannot understand, I have to ask them to spell out the words. By this time they are convinced I am mad and do not have patience with me.
All this I find very distressing and frustrating and it makes life for me so difficult. I am sure I am not the only one.
What can we do to make these companies realise and understand that this system just does not work for many people?

Posted on 2 Nov 2013 09:09:42 GMT
I am against call centres. I find the accent incomprehensible and the inability to change for their script frustrating

In reply to an earlier post on 2 Nov 2013 09:25:44 GMT
scrap says:
as a pensioner I have the same problem, many times I have given up because I could not understand, it is so nice to get a friendly voice in UK

Posted on 2 Nov 2013 09:42:30 GMT
Mr. A. Jones says:
I'm not a pensioner, I'm in my 30's and hate speaking to foreign call centres. Either they got a limited understanding of English,or not clearly understandable. I had to phone customer services and was trying to explain something for 15 mins, they put me through to uk and was sorted within 30 seconds.

In reply to an earlier post on 2 Nov 2013 11:51:06 GMT
johnwataboy says:
Roseships: Welcome to the forum, and thank you for such a good sensible reply. I fully understand the difficulties that you experience when you try to resolve a problem and end up speaking to a call centre where the accent is, with respect, so different to yours or mine.
I totally 100% agree with what you are saying; it can be distressing and frustrating, and you can feel as if 'you/we' are the ' Dumbos'. Every nation has its own identity, language and accent, which I respect, but it simply does not work when you enter into a discussion on a problem that you need resolving. There have been times when trying to resolve the matter with them, and they have not got the answer, then they use their favourite tactics, "Hold the line, I shall transfer you to........,". Then whilst waiting, in the belief that you are going to be transferred, they cut you off and the line goes dead.....and they do not come back and reconnect with you.
I agree that this can make life so difficult with you, especially with a hearing deficiency. Let me assure you, that you are NOT on your own. This is a far greater problem than what the companies that make use of Call Centres think. It is very unlikely that the situation will change for the better, for one reason and one reason only. The expense of connecting you to a UK Call Centre ( to whom and where you can talk and be understood in both directions ). They choose Indian Call Centres for example because it is a cheap labour workforce, far cheaper than what they would have to pay for an employee in the UK.
Well done Roseship...a very good review. Keep tuned into the forum as and when you can. I am sure you will find many more people posting similar situations as yours. Any further comments you wish to make along the way are always very welcome. In the meantime, try not to get too stressed up or frustrated; I know it's easy for some to say, but seriously It' no good for your health. Once again Well Done, keep up the good postings.

In reply to an earlier post on 2 Nov 2013 11:54:54 GMT
johnwataboy says:
Quite right Gordon Morton. I couldn't agree with you more. I think 'Roseships' posting at 09.04 (2 NOV 2013) sums it up very well. Good posting and thank you for joining in the discussion. Keep them coming.

In reply to an earlier post on 2 Nov 2013 12:11:13 GMT
mark says:
Amazon really doesn't care what you, me or anybody thinks. If they can make some profit by using Indian call centres then they will and customer care is secondary. I am personally against any overseas call centres as there are unemployed people here at home who can be gainfully employed. UK people (of ANY ethnic origin) are going to empathise more with your needs. In addition, they will contribute to the UK economy through the payment of taxes, consumption of products and services (ok not all of these will be UK based!) and increase the GDP of theUK as a whole.

In reply to an earlier post on 2 Nov 2013 12:12:23 GMT
johnwataboy says:
Well Scrap, it seems that the use of Indian Call Centres and other foreign centres is a real problem for so many people in the UK. At present I do note that the postings to date on this forum are mainly from 'pensioners', and are all very similar in their reporting. There are so so many people who have given up 'Just like You', simply because they can not understand the Call Centre Controller/Adviser talking in their native accent. Speaking English is one thing, but making themselves clearly understood is not always the case. Numerous large companies use the Indian Call Centre: they do so for one reason - cheap labour and enormously lower costs for them. Don't give up too easy 'Scrap', your posting counts, in fact more people should air their views in the way you do. Thank you very much for your response to this AMAZON forum.

In reply to an earlier post on 2 Nov 2013 12:29:33 GMT
johnwataboy says:
Hello Mark, Greetings and welcome to the discussion on Indian Call Centres. If I may just say with regards to your opening lines, then I think that this may well apply to ALL companies using the Indian Call Centre, not just AMAZON.
You make very fair points in what you say. All Call Centres relative to UK customers purchases or contracts such as with Sky, Virgin, BT., just to name a few should be based in the UK., and employment afforded to UK residents of whatever ethnic origin; BUT whoever, they must not only be able to speak the English language, but speak it with clarity. Additionally, what you say regarding payment of taxes, consumption of products and services is equally fair comment, and may be open to discussion under another subject heading within the AMAZON forum sites.
Thanks for your posting. Your such comments are welcome to this discussion. Keep them coming. Well Done !

Posted on 2 Nov 2013 12:51:04 GMT
johnwataboy says:
I have been engaged in conversation with an Indian Call Centre regarding broadband problems, where the duration time of call has exceeded over one hour mainly because the controller/adviser came over to me on the phone as being incoherent due to his accent. Fortunately, and rightly, on both sides we kept our cool. I am sure many would not or could have not done so. Even after one hour, the matter was not resolved and eventually I ended up speaking back to UK personnel, where it was at long last resolved. Couldn't this have been done and sorted out this way in the first place. Obviously NOT. The companies that use Indian Call Centres as stated in the aforementioned postings, use them for one reason, and one reason alone - cheap labour costs to them.

Posted on 2 Nov 2013 15:15:37 GMT
fruit bonbon says:
I am afraid that overseas call centres are more likely to keep to scripted responses so if you ask something other than one of the prescribed questions they have no idea what to say or do.

Posted on 2 Nov 2013 20:05:32 GMT
johnwataboy says:
I think you are right. Sometimes when you ask the controller/adviser a question, there is pause and no answer relative to the question that has been asked. I also think they refer to a 'Sterio-typed' questionnaire. I don't believe they have the technical knowledge to deal with many of the problems you pose them.

In reply to an earlier post on 3 Nov 2013 00:03:44 GMT
Last edited by the author on 3 Nov 2013 00:05:04 GMT
johnwataboy says:
Goes to prove a point Mrs Jones. Why could it not have been habdled by a UK Call Centre in the first place. It's quite normal to have a dislike in contacting foreign Call Centres Better the UK Call Centres where you feel more at home, relaxed and find it easier to enter into a clear/ coherent conversation with little misunderstanding, if any.

Posted on 3 Nov 2013 02:40:37 GMT
L.Couch says:
Looking at this situation from another angle, if I were to learn a language I would expect to be listening to tapes/CD's by people from that Country. Agreed? People from India have very good English skills, but are they being taught English by English people or Indian people who speak English? It's just that if the latter were the case it could explain why people including myself struggle to comprehend what they're saying. Hey, it's just a thought I had the other day, just thought I'd air it.

In reply to an earlier post on 3 Nov 2013 02:56:23 GMT
johnwataboy says:
L. Couch. You raise a very good and valid point. If you are taught English by an American tutor, you are likely to speak English with an American accent attached to it....and so what you say is right. It is nothing to do with mastering the English language, it is to do with the accent that comes across which people find difficult to understand sometimes. I do not criticise their efforts, I do not believe for one moment it is their fault. I have spoken to several controllers/advisers at the Indian Call Centre and have found that many have done their best to help. They have been very polite when speaking. It is just down to the accent. Your thought could not be closer to the truth of the matter. We need a Call Centre in the UK where we can talk mainly to people with an accent which is clear, albeit we ourselves have differing regional accents.

Well done for bringing that point up. It is a valid one.

Posted on 3 Nov 2013 12:35:18 GMT
Harley'snan says:
I absolutely hate it when connected to a foreign call centre. I am not racist and am not a pensioner. I recently changed banks because of this problem. I tried to get the number for the local branch, but they would only give me the call centre. I called in to the branch to be told they couldn't talk to me as was a small branch and they had no one there. I could go to main branch over30 miles round trip or could call this number and speak to Victor. Yes you've guessed it an Indian call centre again, and I'm sure Victor wasn't his birth name. I had a small problem with a direct debit and in the end Victor suggested if I was unhappy with the advise I was being given I could contact the banking ombudsmen. The only problem was lack of accent understanding on both sides... I wrote to the bank explaining the problems with call centre and received a letter not saying sorry...just that's the way they operate. I voted with my feet and changed to a rival bank. Who do have a local call centre..and people to talk to...I could go on...as most companies I try to get hold of have foreign call centres...and its not one sided..I often find difficulty on understanding on both sides...and as previously pointed out...there are enough out of work people here to man several call centres...

Posted on 3 Nov 2013 13:59:53 GMT
Jax6 says:
I have a broad Scottish accent and trying to talk to an Indian with their accent is nothing but a b...y nightmare. All of the companies using Indian call centres care only about profit first and customer care second. I refused to talk to an Indian centre when, may years ago, I first thought about buying Sky programmes. When they told me I had to use use the Indian one I din't buy Sky. Now Sky uses a call centre here.

In reply to an earlier post on 3 Nov 2013 14:42:36 GMT
johnwataboy says:
What a disastrous result arising out of the unacceptable way your bank dealt with your problem. As if they haven't got time to listen to your enquiry, but have all the time in the world to take your money. Again we have the endless complaint about the Indian Call Centre, practically all to do with clash of accent. Can't these companies that use them buckle in to the needs of their customers, instead of penny pinching and employing cheap labour. It's simply not good enough. Spread the word and get everyone to air their views on the unwanted Call Centre system. Thank you Harley'snan. Points well made !

In reply to an earlier post on 3 Nov 2013 14:52:38 GMT
johnwataboy says:
Hello Jax6, We al have our own regional accents, and also kingdom accents to cope with, but as for trying to hold conversation with the Indian Call Centre can be very difficult, and companies should give more consideration to using a UK Call Centre for their customers. When is it just going to get through to them I don't know.......Maybe never, because it is all down to cheap labour costs, paying pennies to the employee, which results in greater profits for the company, which of course comes first. The customer comes second. Och aye, what you say is right.

Posted on 3 Nov 2013 14:58:40 GMT
If I get a caller or call centre whom I cannot understand I just hang up. It is pointless try to deal with someone who is apparently speaking a different language or far too fast.
Then I decide not to deal with that company again. If it is a matter of loss of finance I find the small claims court really useful - they speak intelligible English

In reply to an earlier post on 3 Nov 2013 15:50:24 GMT
brian says:
I detest speaking to call centres staffed by Indian/Pakistan people.I am not being racist but I cannot make out a word of what they say & getting them to spell their name,forget it.

In reply to an earlier post on 3 Nov 2013 16:04:05 GMT
johnwataboy says:
Brian, I have experienced exactly the same as you. Ask them to tell you their name, and they will politely tell you . Ask them to ' spell it'. There is silence for a few seconds and one actually replied " I. T.". Need I say anymore.
Another appreciated posting.

In reply to an earlier post on 3 Nov 2013 16:16:57 GMT
Last edited by the author on 3 Nov 2013 16:18:29 GMT
johnwataboy says:
david brickhill: You have joined the ever so increasing forum on this subject, and they are all on the same wavelength, and clearly understand what you are saying.
Many end up in the same boat as you, but are a little too timid to use the Small Claims Court, which as you said, you found very useful.
I will endorse that 100%. The small claims process is far easier than what people think, it is not expensive to use, and the Court staff are more than helpful, and will assist you with procedures to follow. A solicitor is not necessary to represent you. Claimants will find the Judge very understanding and sympathetic towards your case and will not allow the big companies to bully their customers.

Excellent advice david brickill
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Discussion in:  deals discussion forum
Participants:  76
Total posts:  124
Initial post:  2 Nov 2013
Latest post:  19 Feb 2014

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