quote:

Originally posted by spitty i could care less where the call centre is. and really, is it that horrible asking someone to repeat themselves boggles my mind sometimes what people think is entitled to them.

Its not as if they're asking for the world here, just some quality service. You pay certain fees and in all levels of reason, expect a certain level of service. Sometimes, if you just can't understand the individual on the other end can get a little funny. I mean, if you can't meet on anything as basic as mutual speech understanding, what's the point of having the person there at all.

I used to work in, and with, support call centres. Personally, I've seen the quality of service just butchered by moving operations to nations with cheaper labour laws.

Also, I'm not sure how I feel about thousands of jobs being taken out of this country and replaced somewhere else. I know that there are many arguments to this, but I just don't see that being positive in any way.

I work for ChasePaymentech Canada and our US counterpart has tried doing this for their helpdesk in the US. It did not work out so good.

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Some people are like slinkies, they don't really have a purpose,
But they still bring a smile to your face, when you push them down the stairs.

quote:

Originally posted by spitty i could care less where the call centre is. and really, is it that horrible asking someone to repeat themselves boggles my mind sometimes what people think is entitled to them.

if I'm paying a company for a service (let' say...internet or cell phone), then they should at least be able to provide that service in the language that I speak. I don't understand why YOU would think any different. It boggles my mind why you think it's ok for us to pay such and such amount but then have to spend 20 minutes on the phone asking someone to repeat themselves ten times for something that could easily have just taken 2 minutes.

That is not good service.

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"No offense, but you're stupid"

quote:

Originally posted by Dj Smitty20 if I'm paying a company for a service (let' say...internet or cell phone), then they should at least be able to provide that service in the language that I speak. I don't understand why YOU would think any different. It boggles my mind why you think it's ok for us to pay such and such amount but then have to spend 20 minutes on the phone asking someone to repeat themselves ten times for something that could easily have just taken 2 minutes. That is not good service.

What if someone has an accent? You can't still understand them, do you apply the same logic? Someone who has an accent need not apply to this type of job?

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Und ich tanz einfach weiter...

quote:

Originally posted by Endlesswave What if someone has an accent? You can't still understand them, do you apply the same logic? Someone who has an accent need not apply to this type of job?

why do people get so offended by this type of thing? The primary language in Canada is still English man! (French in Quebec of course).

Here's one example. When I renewed my CIBC credit card back in August, I could not understand, for the life of me, what the lady was saying on the phone. Turns out, in addition to asking my address/name, she also slipped in some kind of insurance premium (which I did not want and would have declined had I been able to understand what she was saying). So I check my statement a month later and there's a 28 dollar monthly charge for insurance against my purchases. If it had been somebody proficient in the English language, I wouldn't have agreed to this but since I was polite, I did...and I got stuck with this charge.

I really don't think that's fair, when I'm the customer and CIBC is the business taking my money.

edit: and this lady didn't just have an accent...she could BARELY speak English. I grew up with friends whose parents were European and Arabic and I could always understand them. This incident was on a whole other level and it's becoming increasingly more common.

___________________
"No offense, but you're stupid"

I'm not annoyed by it, just trying to understand where you're coming from because I'm on the OTHER end of the spectrum where I deal with people phoning IN wanting to speak to ME. Hence we get immigrants phoning in, legal citizens of the country and anyone in between, why do I hardly have a problem with it? If I can't understand I try and clarify to understand what they mean or what they want. As for the insurance premium, if you didn't understand the prudent thing to do would have been to decline everything they were offering EXCEPT the credit card, then go back after and confirm additional things that you could or can still get after the fact.

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Und ich tanz einfach weiter...

my friend is also in your position and he gets frustrated often.

I was at work when I made the call. Renewing a credit card shouldn't take more than a minute or two (check name, address and all that verification stuff). Since I'm utlising their service in return for my money, I don't think I should have to spend an inordinate amount of time trying to get everything taken care of. I asked her to repeat herself once and she was becoming quite annoyed too, which is another thing. From now on, when I can't understand someone, I ask to speak to someone else.

I cancelled the insurance and yes, it's only 28 dollars but that's beside the point.

___________________
"No offense, but you're stupid"

quote:

Originally posted by Dj Smitty20 my friend is also in your position and he gets frustrated often. I was at work when I made the call. Renewing a credit card shouldn't take more than a minute or two (check name, address and all that verification stuff). Since I'm utlising their service in return for my money, I don't think I should have to spend an inordinate amount of time trying to get everything taken care of. I asked her to repeat herself once and she was becoming quite annoyed too, which is another thing. From now on, when I can't understand someone, I ask to speak to someone else. I cancelled the insurance and yes, it's only 28 dollars but that's beside the point.

I get annoyed with people who just refuse to listen not people who I can't necessarily understand. If they want someone else then I can get someone, not a huge deal. That's the easy solution and what I'd expect you to do instead of staying on the phone for 20 min which is (Y) if you do do that.

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Und ich tanz einfach weiter...

quote:

Originally posted by Endlesswave I get annoyed with people who just refuse to listen not people who I can't necessarily understand. If they want someone else then I can get someone, not a huge deal. That's the easy solution and what I'd expect you to do instead of staying on the phone for 20 min which is (Y) if you do do that.

I was on the phone with this particular lady for about 5 minutes and since she was getting taughty with me for asking her to repeat herself, I decided to be polite and answered yes. In retrospect, I shouldn't have done that but still, I as the customer shouldn't have to feel that way. The long, drawn out conversations I've had (upwards of 20 minutes) have usually been with Rogers internet troubleshooting people and they have been annoying, especially when they tell you "it's a gateway problem" even though they said that the last 5 times you called.

Anyway, most times people are great (especially Fido staff and Rogers). The worst asshole I ever had to deal with was presumably a white guy who spoke perfect English from Ontario just like me...so, there you go!

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"No offense, but you're stupid"

I also work in an inbound merchant services helpdesk. Merchants call in from every background and accent. I don't usually have a problem understanding them, it is them that ask me to repeat myself 6 times or more. I think if I speak english in a country that speaks English and French, then I should be understood when I speak English or French. My issue is with immigrants that do not make the effort. There was a time when immigrants needed to learn English and French after coming to this country. I guess those days are long gone.

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Some people are like slinkies, they don't really have a purpose,
But they still bring a smile to your face, when you push them down the stairs.

quote:

Originally posted by jennypie http://www.callcentermovie.com/movie/movie2.html

this is hilarious. watch it

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