Re: OMG... RE: people in India answering our phone calls.

My company is looking to outsource, but not in the way other companies have. We are open 9am - 9pm and we have noticed our heavy call volumes are 11pm with calls from California, Hawaii and Alaska (time differences of 3 - 5 hours). We're looking to outsource to a company in California to pick up when we shut down and hoping to develop a 24/7 call center. We're staying right where we are. My company wont outsource overseas because we have members who want tours of the call center and we need to have it located where the main headquarters is located.

We have a person who has an extremely heavy spanish accent and I get a lot of calls during the day of people complaining that they cant deal with her because they can not understand her. It really upsets me because she is a nice person and a very hard worker.

We have a supervisor whose real name is an Indian name but goes by the name of Nick. I guess for the "americanized" appeal to people. He was born in India, raised in India, lived in London, Hong Kong, Japan, and Germany. He has only lived in the US for 6 years. A lot of people he deals with have no problems with him. They get a kick out of talking to him.

Re: OMG... RE: people in India answering our phone calls.

What I find the most frustrating is that typically, when you call a customer service line, it's because you're already having some sort of problem and are not in the best of moods. So, having to repeat yourself 10 times and straining to understand someone drives me nuts!
DH is going through this with AOL right now!

Re: OMG... RE: people in India answering our phone calls.

Re: OMG... RE: people in India answering our phone calls.

Message edited 7/7/2005 9:00:04 PM.

Re: OMG... RE: people in India answering our phone calls.

OMG. I had to call AOl once and the guy did not help me AT ALL.

He asked if he had resolved my issues and I said, "No"

Then he says, "I'm glad I could help. Would you mind completing a customer satisfaction survey?"

I was like, "What are you crazy?! You didn't help me AT ALL and now you want me to do a SATISFACTION SURVEY? I want to speak to your manager."

And, then he hung up

Message edited 7/7/2005 9:21:16 PM.

Re: OMG... RE: people in India answering our phone calls.

I hung up on a dell person once!! she made me repeat the number on my work computer to her like five times They really should have people that speak and understand english!

Re: OMG... RE: people in India answering our phone calls.

Posted by HarleyGirlFLA

Posted by mrswask

What I find the most frustrating is that typically, when you call a customer service line, it's because you're already having some sort of problem and are not in the best of moods. So, having to repeat yourself 10 times and straining to understand someone drives me nuts!

I will agree but being on the other end of the phone and dealing with irate customers is fustrating. We are not your punching bag. We did not cause a glitch in your computer or an error on your screen. We just answered the phone.

What is worse is having irate customers who dont speak english and dont understand what you are saying or only hear what they want to hear. I had a woman call me a liar and insisted on not returning an item that is the property of our company until we bring our acts up to snuff.

again we are not your punching bag. just doing my job

Re: OMG... RE: people in India answering our phone calls.

I hate outsourcing myself, when you call in for a simple problem that should take 5mins to solve and you have a language barrier it could be a good 20-30mins before you get anywhere

my friend travels to india for business all the time and said that they are no longer allowed to deny where they are, if you ask them where they are and for the real name they must tell you. That still doesnt help the language barrier however. And as stated before he said most of the people answering the phones have their masters degree in one field or another. They probably could come over here and get a good job making 70+ a year

Re: OMG... RE: people in India answering our phone calls.

Posted by mrswask

Posted by HarleyGirlFLA

Posted by mrswask

What I find the most frustrating is that typically, when you call a customer service line, it's because you're already having some sort of problem and are not in the best of moods. So, having to repeat yourself 10 times and straining to understand someone drives me nuts!

I will agree but being on the other end of the phone and dealing with irate customers is fustrating. We are not your punching bag. We did not cause a glitch in your computer or an error on your screen. We just answered the phone.

What is worse is having irate customers who dont speak english and dont understand what you are saying or only hear what they want to hear. I had a woman call me a liar and insisted on not returning an item that is the property of our company until we bring our acts up to snuff.

again we are not your punching bag. just doing my job

I never once said in my post that I thought the people on the other end of the phone were punching bags to the rest of us. Nor did I say that I was rude or nasty to them, because I'm not. All I said was that it is frustrating to keep having to repeat myself or not understand the person on the other end.

Re: OMG... RE: people in India answering our phone calls.

You're right - you didn't say me - but you chose to quote my comments. I also find it a little concerning that you are saying maybe the person is not understanding what I am saying or talking about. If it concerns their company or their product, I think they should.

Re: OMG... RE: people in India answering our phone calls.

Different people in different areas have different names for the same thing.

Down here in FL i cant find a pair of sneakers but gym shoes and tennis shoes are easy to find.

When I answer the phone I ask for the GRTA number or the GT ID number (which is the same number). The person on the other end says the what number. The GRTA number. The person says I dont have that number, I have an arc/iatan number.

They do have a GRTA number or GT ID number. It's the number they punched in the phone to get to me.

So communication barriars do go both ways.

Message edited 7/7/2005 10:22:31 PM.