'Offshore' contact centres - who's had good experiences ?
I've had plenty, and when I do I tell them I had a good experience. I've had more problems with contact centres in Wales and Scotland than India or Portugal. We all moan when it goes bad but who tells them when they had a good experience ? No wonder it doesn't get better for you.
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I work with Indian contact centres - I set them up for IT and telephony from the UK. Unfortunately people don't take the time to understand them, and rather than ask them to speak slowly, or even try to put them at ease they just kick off and make them feel daft.
I'd be lying if I said I hadn't had bad experiences with offshore contact centres, but my worst was with the DVLC contact centre in Swansea, I couldn't understand them and they didn't care about me.
Had continuous ISP problems. Geordie sounding Call Centre hopeless 3 or 4 times. Rang again & got a guy in India who was courteous, helpful etc & spent 15 minutes or so talking me through what to check/do etc. He sorted out what a technophobe like me & numerous Geordies could not.
I would quite happliy commend good service regardless of where the contact centre is on the globe. However, I have yet to have a good experience with a far-eastern contact centre- this does not, however, have anything to do with the colour of their skin.
Here's a good contact center :)
I don't think they exist