Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.




3214 posts

Uber Geek

Trusted

#24427 23-Jul-2008 21:06
Send private message

I just read this piece linked off tv3, its interesting however as it confirms what has been said in forums like the Vodafone one that Kiwis don't enjoy speaking to them, esp as they have no local knowledge and have a hard time with language

http://www.3news.co.nz/News/OffshorecallcentresGoodforbusinessbadforcustomers/tabid/209/articleID/64161/Default.aspx?ArticleID=64161

Create new topic

xpd

Budget Gamer
10539 posts

Uber Geek

Mod Emeritus
Trusted
Lifetime subscriber

  #150982 24-Jul-2008 15:27
Send private message

It sucks.

I called Xtra one day and got put through to Manila (or else it was an extremely stupid NZer) :

Me : Having ADSL issues
Him : What number is the ADSL on
M : 09 blah blah
H: Where is that ?
M : Glenfield
H: Where is Glenfield ?
M : Auckland
H: Wheres that ?

Surprised CryYell

At least most email support requests are dealt with by Kiwi's....arent they ? Tongue out




XPD^ / DemiseNZ

 

Blog         Free Games        Twitter

 

Disclaimer - It wasn't me, the dog ate my keyboard, my account was hacked, I was drunk, ALIENS.




3214 posts

Uber Geek

Trusted

  #151115 24-Jul-2008 22:01
Send private message

That is a classic example where local knowledge is needed, I can see the cost saving sending them overseas but realisticly if you want to keep your customers happy, keep the call centres here in NZ

 
 
 
 


131 posts

Master Geek


  #151119 24-Jul-2008 22:21
Send private message

DjShadow: I just read this piece linked off tv3, its interesting however as it confirms what has been said in forums like the Vodafone one that Kiwis don't enjoy speaking to them, esp as they have no local knowledge and have a hard time with language

http://www.3news.co.nz/News/OffshorecallcentresGoodforbusinessbadforcustomers/tabid/209/articleID/64161/Default.aspx?ArticleID=64161

 

Vodafones callcentre is the worst of them all. I think they are based out of Egypt of all places.  Their staff are rude, and speak over you. They must also follow a flow chart, as when you get to something that they don't understand or is too complex for them, they don't know what to do. Also they don't allow you to talk to their supervisor, as they say they don't have one. WHen you want to speak to someone to complain, they tell you that you must do it on their website, and when you do send the email compliant, you never hear back. Perhaps the worst company for communication that operates in NZ, ironic that they are a 'communications' company.


722 posts

Ultimate Geek


  #151490 26-Jul-2008 00:11
Send private message

DjShadow: I just read this piece linked off tv3, its interesting however as it confirms what has been said in forums like the Vodafone one that Kiwis don't enjoy speaking to them, esp as they have no local knowledge and have a hard time with language

http://www.3news.co.nz/News/OffshorecallcentresGoodforbusinessbadforcustomers/tabid/209/articleID/64161/Default.aspx?ArticleID=64161



That is only true as long as people are prepared to put up with it. Once their market percentage falls enough they will re-evaluate the situation.

Case in point: I was with Tower Insurance for a number of years & finally got sick of their continual, annual premiums' increases. Stating, of course, the usual bollix about covering the cost of increasing claims & prices, etc. Well, less than eight months later I got a generic letter, signed by the CEO, stating they were sorry & wanted my business back. I guess they had lost too much of the market share to endure. Stuff them: I'm still with my new insurance company until, and, if they lose credibility with me. As the song title said, "Once Biiten, Twice Shy".

The point: if you p&*^ (can't use bad words) the public off, they still have the power of veto. Albeit, in this country, it is signficantly reduced in its effectiveness.




Silverstone LC14 HTPC Case/Intel E4600 CPU/GA-EP35-DS3 MOBO/Asus EN9500GT graphics/2GB RAM/total 2TB HDD space/HVR-2200 & 2X 150MCE tuner cards/LG GGC-H20L BD Drive/MCE2005/Mediaportal/TVServer 1.1.0Final/LG 55"3D LED-TV/Denon AVR-1803 receiver/X1 projector



3214 posts

Uber Geek

Trusted

  #151491 26-Jul-2008 00:21
Send private message

The catch being though using that Insurance example, if Telecom totally puts all their call centres overseas then for Mobile we have no choice but to live and deal with it, but I believe the only other big player who has resisted going overseas and actually invested in call centres is TelstraClear, I know they built a purpose built call centre building in Kapiti not that long ago, if memory serves me right they found it cheaper overall going there instead of say into Central Wellington, and technology has come far enough that as long as they can plug into their fibre network they can put a call centre anywhere in NZ.

722 posts

Ultimate Geek


  #151493 26-Jul-2008 00:27
Send private message

DjShadow: The catch being though using that Insurance example, (if Telecom totally puts all their call centres overseas then for Mobile we have no choice but to live and deal with it), but I believe the only other big player who has resisted going overseas and actually invested in call centres is TelstraClear, I know they built a purpose built call centre building in Kapiti not that long ago, if memory serves me right they found it cheaper overall going there instead of say into Central Wellington, and technology has come far enough that as long as they can plug into their fibre network they can put a call centre anywhere in NZ.


That's why I qualified my statement with, "Albeit, in this country, it is signficantly reduced in its effectiveness."

Also, it seems that TelstraClear are doing things better. Their Broadband is getting top marks compared to the opposition & it apparently, their telecommunications is being smart when it comes to looking after its market share.




Silverstone LC14 HTPC Case/Intel E4600 CPU/GA-EP35-DS3 MOBO/Asus EN9500GT graphics/2GB RAM/total 2TB HDD space/HVR-2200 & 2X 150MCE tuner cards/LG GGC-H20L BD Drive/MCE2005/Mediaportal/TVServer 1.1.0Final/LG 55"3D LED-TV/Denon AVR-1803 receiver/X1 projector

85 posts

Master Geek


  #151660 26-Jul-2008 20:11
Send private message

There's no such thing as free help but there's nothing worse than waiting in a call queue to speak to someone you can hardly understand, who doesn't actually know squat about the problem and simply parrots off a checklist regardless of what you say.

It's about time companies put the service back in service!

I'm quite sure people would prefer to pay for 5-10 minutes of help from a professional than waste thier time with overseas call centers, time is money after all.



Create new topic



Twitter and LinkedIn »



Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





News »

OPPO Find X2 Lite brings flagship features to mid-range 5G smartphone
Posted 29-May-2020 12:52


Sony introduces the digital camera ZV-1 for content creators
Posted 27-May-2020 12:47


Samsung Announces 2020 QLED TV Range
Posted 20-May-2020 16:29


D-Link A/NZ launches AI-Powered body temperature measuring system
Posted 20-May-2020 16:22


NortonLifeLock Online Banking Protection now available for New Zealand banks
Posted 20-May-2020 16:14


SD Express delivers new gigabyte speeds for SD memory cards
Posted 20-May-2020 15:00


D-Link A/NZ launches Nuclias cloud managed network solution hosted in Australia
Posted 11-May-2020 17:53


Logitech introduces new video streaming solution for home studios
Posted 11-May-2020 17:48


Next generation Volvo cars to be powered by Luminar LiDAR technology
Posted 7-May-2020 13:56


D-Link A/NZ launches Wi-Fi Certified EasyMesh system
Posted 7-May-2020 13:51


Spark teams up with Microsoft to bring Xbox All Access to New Zealand
Posted 7-May-2020 13:01


Microsoft plans to establish its first datacenter region in New Zealand
Posted 6-May-2020 11:35


Genesis School-gen has joined forces with Mind Lab Kids
Posted 1-May-2020 12:53


Malwarebytes expands into privacy with fast, frictionless VPN
Posted 30-Apr-2020 16:06


Kordia to donate TV airtime on Channel 200 to community groups
Posted 30-Apr-2020 16:00



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.


Support Geekzone »

Our community of supporters help make Geekzone possible. Click the button below to join them.

Support Geezone on PressPatron



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.