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Forums › One NZ (including Farmside) › Call Centres based Overseas
DjShadow

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#24427 23-Jul-2008 21:06
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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

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xpd

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  #150982 24-Jul-2008 15:27
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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




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DjShadow

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  #151115 24-Jul-2008 22:01
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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

robbypreb
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  #151119 24-Jul-2008 22:21
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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.



1gkar
722 posts

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  #151490 26-Jul-2008 00:11
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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.




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DjShadow

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  #151491 26-Jul-2008 00:21
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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.

1gkar
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  #151493 26-Jul-2008 00:27
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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.




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idlearts
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  #151660 26-Jul-2008 20:11
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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.






 


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