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On the subject of Indian call centre staff being difficult to understand can I also add that, even with todays digital communications, the phone line doesn't help!
If I speak to somebody in India face to face, I usually have no problem understanding them at all unless they have a really thick accent. But put them on the end of a long distance phone line, especially when I'm calling from a mobile and I can't understand a bloody word they say! I think they have the same problem understanding me too.
But I'm not making excuses for Vodafone. As others have said, their customer service policies and procedures are appalling and training often consists of a one or two hour brief before starting the job stright away.
I know a few people who have worked for Voda too!
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Posted: 2008-05-18 10:21:04
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True that. The quality of the phone lines suck big time. I have rarely been on calls. But during the occassional client level conference calls we used to have, it was difficult to understand even a fellow Indian! Its both ways. I was once on an escalated call with one scottish gentleman and I did not understand a thing! All i did was nod and "hmmm"ed in agreement. Its not that i do not understand the scottish accent. Apart from that, these folks are governed by policies (stupid at times) that they need to adhere to. While on call they are supposed to maintain the AHT (Average Handling Time). That roughly translates to around 11 to 18 minutes per call depending on the process. If they do not hit their target, its a drop in their incentives. Also, these calls are monitored by the quality team. I have seen folks handle three customers at the same time and still trying to give a personal touch. In case of mobile networks, folks in India do not understand the European markets in the first place. There is virtually no contract system here. In short, things would be easier if companies adopt customer friendly policies and impart quality training so that these folks understand the market dynamics of the country from where their customer calls in. And yes! The VoIP lines!
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Posted: 2008-05-18 15:41:00
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Superluminova Posts: > 500
welcome to my daily struggles within a vodafone retail store, the over the phone call centres are pathetic and 9/10 times they will give the customers the wrong information and I get it in the neck for it!
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Posted: 2008-05-19 02:35:01
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Muhammad-Oli Posts: > 500
Yeah Whizkidd, you're exactly right about understanding foreign networks. When I had to speak to an Indian chap about my Vodafone Live problem, I don't think he even understood what had happened. And considering Vodafone Live is different in every country, and each country will have its own problems with it, they can't fully help the customer to the extent that someone in the customer's own country could!
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Posted: 2008-05-19 04:40:19
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