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Telephone customer service in the UK

Telephone customer service in the UK

Old Sep 14th 2007, 2:09 pm
  #16  
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Just to update on the whole telephone service thing. Funny yet frustrating experience yesterday, but it worked out in the end. I need to get a phone line into my new flat and had to call BT to get it done. After getting through to the overseas call center (which surprisingly took less than 3 minutes this week vs. 45 mins last week), I went through the whole process of setting up the line, etc., and was then asked for a contact number for the engineers. I gave him my US cell phone number and was told they couldn't use it because they need a UK number. I politely explained that I didn't have a UK number and that's why I was calling them - to set one up. After 5 mins of the rep refusing to go off script and also refusing to allow me to speak to a manager, I finally hung up and called another BT number, which went through to the UK-based center. Huge difference. I explained the situation,a nd no problems. Had it all set up, including my credit check, etc., in 10 minutes! The rep was really nice, actually listened to the problem and fixed it! (Of course, we'll see if I actually have a line when I arrive, but at least this experience was positive.)

On the other hand, it's been an exercise in frustration trying to get my accounts here in the US turned off. Even after I explain that I'm leaving the country and DO NOT want service, they continue to try and sell me on trying to keep it on. So, things can be bad or good in both places.
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Old Sep 14th 2007, 6:02 pm
  #17  
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Default Re: Telephone customer service in the UK

Currently here in the Philippines,I work in and around large call centres....most of the big companies are outsourced whether you are calling BT UK or US whatever, the plan is in time to put you through to a scripted response end of message. So for IT read the manual first and for all other calls look back on these days as happy if you had a resolution.

Cheers
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Old Sep 14th 2007, 6:06 pm
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UK based call centres have become such an issue here companies base large parts of their marketing campaigns on having them.
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Old Sep 14th 2007, 6:10 pm
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Oh and Craig/John/Susan etc in the philippines have real names but depending on which desk they work at they change names to suit the country service desk, Bill, Fred and Thelma are all interchangable to Helmut, Jose, Conesualla. The script gives them the name to use and their service delivery is logged to the computer terminal name, performance bonuses based on hours logged working SLAs.

The Philippines third world ranking and low cost of living allows the mulitnationals to achieve a lower cost of service...end of story......they really do not want your call!
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Old Sep 14th 2007, 6:10 pm
  #20  
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Default Re: Telephone customer service in the UK

Originally Posted by Tootsie Frickensprinkles
UK based call centres have become such an issue here companies base large parts of their marketing campaigns on having them.
I'm happy to report that, having dealt with all the major utilities and quite a few banks on my recent 'visit' to our homeland, all the people I spoke to had decidedly local accents............. Northern Irish, Scottish, Mancs, Brum..........even bloody Yorkshire!
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Old Sep 14th 2007, 7:16 pm
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Default Re: Telephone customer service in the UK

Originally Posted by Elvira
I'm happy to report that, having dealt with all the major utilities and quite a few banks on my recent 'visit' to our homeland, all the people I spoke to had decidedly local accents............. Northern Irish, Scottish, Mancs, Brum..........even bloody Yorkshire!
I have to ask. Do you know if Hewlett Packard is based in Scotland (or at least has a call centre there)? I spent a few days last week on the phone with them and had nothing but Scottish accents. They were really pleasant to deal with as well.

I can see why having a UK-based call centre is good for business, even if it costs more. It was so nice to speak to someone who could actually go off script and try and understand a problem.
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Old Sep 14th 2007, 7:19 pm
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Default Re: Telephone customer service in the UK

Originally Posted by TaraC
I have to ask. Do you know if Hewlett Packard is based in Scotland (or at least has a call centre there)? I spent a few days last week on the phone with them and had nothing but Scottish accents. They were really pleasant to deal with as well.

I can see why having a UK-based call centre is good for business, even if it costs more. It was so nice to speak to someone who could actually go off script and try and understand a problem.
No idea about HP, but AFAIK a lot of call centres are based 'up North' and in Scotland. Especially financial institutions......... apparently people consider a Scottish accent to be particularly trustworthy!
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Old Sep 14th 2007, 7:21 pm
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Default Re: Telephone customer service in the UK

Originally Posted by Elvira
No idea about HP, but AFAIK a lot of call centres are based 'up North' and in Scotland. Especially financial institutions......... apparently people consider a Scottish accent to be particularly trustworthy!
It worked for me!
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Old Sep 14th 2007, 7:44 pm
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Default Re: Telephone customer service in the UK

Originally Posted by TaraC
I have to ask. Do you know if Hewlett Packard is based in Scotland (or at least has a call centre there)? I spent a few days last week on the phone with them and had nothing but Scottish accents. They were really pleasant to deal with as well.

I can see why having a UK-based call centre is good for business, even if it costs more. It was so nice to speak to someone who could actually go off script and try and understand a problem.
Scottish??..geez i wish!! I have spent an agonising time over the last week or so dealing with Hewlett Packard. I keep getting the Indian call centres and i am ashamed to say i finally lost my temper after 55mins at 12p a minute trying to get 2 different women to understand what i wanted. I have vowed NEVER to buy a HP product again. Not even an ink cartridge!!
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Old Sep 14th 2007, 9:10 pm
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Default Re: Telephone customer service in the UK

Originally Posted by Fleaflyfloflum
Scottish??..geez i wish!! I have spent an agonising time over the last week or so dealing with Hewlett Packard. I keep getting the Indian call centres and i am ashamed to say i finally lost my temper after 55mins at 12p a minute trying to get 2 different women to understand what i wanted. I have vowed NEVER to buy a HP product again. Not even an ink cartridge!!
Yikes. I wonder how you got India. All of my calls went straight through to the local centre. I was calling computer sales. Were you doing tech support or something?
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Old Sep 14th 2007, 9:29 pm
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Default Re: Telephone customer service in the UK

Originally Posted by TaraC
Yikes. I wonder how you got India. All of my calls went straight through to the local centre. I was calling computer sales. Were you doing tech support or something?
No. I bought my laptop over to UK with me from Aus. When i tried to start it up at my daughters house it would not switch on. It is less than a year old so still under warranty. All i was trying to do was find out how to get it fixed under the warranty.
I still havent got anything sorted and to be honest i've given up. Even after the marathon phone call, it took nearly a week to receive a letter from them saying they had tried to contact me by phone to pic it up but the number given was incorrect (surprise surprise she couldnt understand english numbers apparently ) Not only that, my letter was addressed to a Mr. (i'm a mrs) they used a mans first name similar to my female name. 3 letters in my surname were wrong and she had neglected to put my road name in the address, so hats off to the postie for being a bit of a sherlock and getting the letter to me at all!!!!!! :curse:
When i phone the UK number on this letter to arrange pick up i made a complaint to them. They gave me a number to call. Guess what???..it was the Indian call centre AGAIN!!!!!!!! :curse::curse::curse:
Needless to say, the date they gave to pick up the laptop came and went. No one showed up

I think i'll just leave it gathering dust. Better for my blood pressure.

HEWLETT PACKARD YOU ARE UTTER CRAP!!!
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Old Sep 14th 2007, 9:45 pm
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Originally Posted by Fleaflyfloflum

HEWLETT PACKARD YOU ARE UTTER CRAP!!!
Ah, don't say that. I just spent a bazillion dollars on a new laptop from them!
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Old Sep 15th 2007, 3:20 am
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Originally Posted by Fleaflyfloflum
No. I bought my laptop over to UK with me from Aus. When i tried to start it up .........................When i phone the UK number on this letter to arrange pick up i made a complaint to them. They gave me a number to call. Guess what???..it was the Indian call centre AGAIN!!!!!!!! :curse::curse::curse:
Needless to say, the date they gave to pick up the laptop came and went. No one showed up

I think i'll just leave it gathering dust. Better for my blood pressure.

HEWLETT PACKARD YOU ARE UTTER CRAP!!!
Have you considered emailing the CEO? Often works wonders!!
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Old Sep 15th 2007, 3:39 am
  #29  
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Default Re: Telephone customer service in the UK

45 minutes to get someone to agree to send me a routine eye exam referral, including a woman barking "Whaddya want? A specialist or summin'? Whaddya callin' me for???"

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Old Sep 15th 2007, 3:40 am
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Default Re: Telephone customer service in the UK

Originally Posted by Sally
45 minutes to get someone to agree to send me a routine eye exam referral, including a woman barking "Whaddya want? A specialist or summin'? Whaddya callin' me for???"
Healthnet or Kaiser?
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