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ajobbins

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#28082 18-Nov-2008 10:48
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Just called Vodafone CS to check why a number port I requested last week hasnt happened (I was told it would be done Monday morning)

and once again Cairo advise their system is down, and to call back in 2-3 hours! Man they seem to have a HUGE amount of downtime at that place.

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bazzer
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  #178546 18-Nov-2008 12:03
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I've always taken that as an excuse, roughly translated to "I don't know how to help you, but I'm not going to tell you that.  Please call back later when hopefully you'll get another CSR that knows what they're doing."

Or maybe their systems really are that unreliable.  In any case, I never rang CS that often but it was enough to get me to switch away from Vodafone in the end.

bcourtney
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  #178554 18-Nov-2008 12:47
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I'm having an ongoing issue (there is no link when i log in to MyVodafone to access my invoices) and no CSR seems to be able to help me (so they're going back to sending my invoices out by mail).

One of the Cairo CSRs go to the point where due to the fact that she couldn't help me she simply hung up on me!!

 
 
 
 


ajobbins

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  #178568 18-Nov-2008 13:23
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Looks like their systems are actually down today. I spoke to a guy in the porting team a short while ago today (Who was in NZ and a Kiwi) and he said they have been down since 7.30 this morning.

I feel sorry for all the prepay customers calling up at $1 a pop

Also interesting, I called Telecom today (about something else) and I had a really bad line, which sounded like VoIP packet loss.

He definately sounded foreign, so I wonder if Telecom have moved their call centre overseas as well?

zocster
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  #178570 18-Nov-2008 13:27
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adamj:
He definately sounded foreign, so I wonder if Telecom have moved their call centre overseas as well?


I heard they're moving their call centre to the Philippines but not sure what department?

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  #178591 18-Nov-2008 15:16
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One of the Cairo CSRs go to the point where due to the fact that she couldn't help me she simply hung up on me!!


You're not the first there buddy

I get really, really, REALLY angry at this outsourcing business. Not only does it deprive local workers of jobs, but it's just a really bad look for the company.

Really, A telecommunications company that's absolutely useless at, well, communicating! It's a not a good look. And the thing is Vodafone just don't seem to give a stuff.




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robbypreb
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  #179294 21-Nov-2008 22:09
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BurningBeard:
One of the Cairo CSRs go to the point where due to the fact that she couldn't help me she simply hung up on me!!


You're not the first there buddy

I get really, really, REALLY angry at this outsourcing business. Not only does it deprive local workers of jobs, but it's just a really bad look for the company.

Really, A telecommunications company that's absolutely useless at, well, communicating! It's a not a good look. And the thing is Vodafone just don't seem to give a stuff.


Yeah it just means that these economies that get outsourced to get richer, while NZ gets poorer by effectively importing support. It is one of the reason we have a credit crisis, as there has been a shift of wealth from the west to the east, and now these countries such as china, have all this cash in their banks, they are reluctant to lend it back out to the west.

nzbnw
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  #179297 21-Nov-2008 22:30
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zocster:
adamj:
He definately sounded foreign, so I wonder if Telecom have moved their call centre overseas as well?


I heard they're moving their call centre to the Philippines but not sure what department?
'

Telecom have a trial running for Broadband and 123/*123 call centres routing calls to Manila, these FTE's are in addition to any NZ based employee's.

I do stress that this is a only a trial.

nzbnw








 
 
 
 


robbypreb
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  #179310 22-Nov-2008 00:12
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nzbnw:
zocster:
adamj:
He definately sounded foreign, so I wonder if Telecom have moved their call centre overseas as well?


I heard they're moving their call centre to the Philippines but not sure what department?
'

Telecom have a trial running for Broadband and 123/*123 call centres routing calls to Manila, these FTE's are in addition to any NZ based employee's.

I do stress that this is a only a trial.

nzbnw



 

The thing that annoys me about these companies like vodafone, that use overseas call centres, is that

 

(1)the call quality is bad and it is staticy or too quiet

(2)there is a delay of a second or so between when you talk, and when they hear you talk(3)It is very difficult to understand what they say. Especially if their english isn't good.

 

That is 3 negatives, that create difficulty for the customer who rings them. As someone who has a disablity and whose hearing isn't that great, it makes it very difficult to communicate via a voice call.


nzbnw
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  #179315 22-Nov-2008 00:39
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robbypreb:

 The thing that annoys me about these companies like vodafone, that use overseas call centres, is that  

(1)the call quality is bad and it is staticy or too quiet

(2)there is a delay of a second or so between when you talk, and when they hear you talk

(3)It is very difficult to understand what they say.  Especially if their english isn't good.  

That is 3 negatives, that create difficulty for the customer who rings them. As someone who has a disablity and whose hearing isn't that great, it makes it very difficult to communicate via a voice call.



Just very quickly and without trying to go off topic any further can I just point out that in general Manila based 123/*123 and broadband help desk reps do speak very good English (with an American type accent).

I believe that most people from the Philippines are taught English at school, and almost all of them can speak English fluently.

According to the Philippines Government’s website
‘The Philippines is the third largest English-speaking country in the word’
Now if we wish to discuss this further perhaps we should create a separate thread?

nzbnw








ajobbins

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  #179435 22-Nov-2008 16:14
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This thread is getting a bit off topic. Perhaps we could start a discussion about outsourcing somewhere else?

amorangi
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  #179574 23-Nov-2008 10:42
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Just very quickly and without trying to go off topic any further can I just point out that in general Manila based 123/*123 and broadband help desk reps do speak very good English (with an American type accent).


I believe that most people from the Philippines are taught English at school, and almost all of them can speak English fluently.

According to the Philippines Government’s website

‘The Philippines is the third largest English-speaking country in the word’
Now if we wish to discuss this further perhaps we should create a separate thread?

nzbnw


Most classes are taught IN English, and they speak English fine, though with an accent that's heavy on the Rs.

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