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Have you ever telephoned a relatively big UK company for an enquiry or simply to get a problem resolved? I bet you have! Yes the phone will ring for 10 seconds you will get an automated message saying, press this press that then an engineer will be with you as soon as possible. You'll then wait for another 30 minutes for someone to pick up the phone. That's when the nightmare starts, as 20 seconds in theconversation you'd realise that the 'engineer'do not know what they're talking about or simply just do not understand the problem and do not know how to deal with it. This problem is created by the huge western companies themselves in a bid to cut costs and increase revenue.
Their brilliant idea was to employ cheap labour on a different continent to deal with customers in (this example) Britain. This is great for India as this means foreign investment from a big western company and if it wasn't for these companies some of these people would otherwise be unemployed. On the other hand the customers in Britain are sometimes left in torment at the cost of these workers. As they are paying their monthly bills, this should not happen. These customers often endure torture as a five minute problem could mean a five day problem all because of miscommunication and a lack of knowledge when it comes to the problem at hand. This problem would not exist if customers spoke to someone closer to home, someone who understands the problem. This happened to me on more than one occasion, last year with a car insurance company and just a few weeks ago with a company that provides my internet service. The problem I had was an ' Internet connection fault, which took me 15 days to sort out due to foreign call centres. I have never been stressed out like this for a long time and sometimes I just wanted to send someone a slap through the phone! Let me point out that some of the foreign call centre staff are very courteous and tried their best to help however sometimes they simply do not understand how to deal with certain problems thousands of miles away, no fault of theirs. I noticed that they would often sound really professional, only to be reading from books, paragraphs at a time while talking to me, running up my bill! The telephone numbers weren't even 0800 toll free numbers! If it was a free telephone number I wouldn't have minded that much but these were standard rate numbers and I remember being on the phone for about 50 minutes with a man reading a book to me! This peeved me off as my bill was running up but I needed to sort out the problem. It turned out that he didn't help me one bit! On one occasion one of those sweet operators hung up on me! All I wanted was some help!? After making dozens of calls (I'm not lying) and two weeks of 'I'm very sorry we're having problems let me pass you on to this department'I lost my patience! I had to contact the British company through another of their departments to speak to a person in Britain, where I live. The 15 day problem now became a 15 minute problem. Yes after speaking to someone who understands the problem, the technical fault was fixed just like that!, the person helped me better someone who didn't have a clue!
My Take on The Whole Thing
I do understand that these big companies need to cut down on expenditure, still it is the customers with the revenue who will suffer inconvenience and will be forced to change companies or cancelling their contracts altogether! Come on conglomerates you know you don't want this! Do you? I made a complaint to the company regarding my problem with foreign the call centre. They gave me a rebate and I was somewhat satisfied but still remember the nuisance I endured.
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