topic NOT A UK CALL CENTRE ANYMORE! in Discussions & Feedback

NOT A UK CALL CENTRE ANYMORE!

Anonymous — Wed, 28 Nov 2012 12:38:21 GMT

I joined O2 for the specific reason that you are a UK based call centre which you splashed all over your adverts and IVR's. Now that has disappeared and South African advisors are answering calls. They cant understand me and I can barely understand them. It seems to me you are becoming one of the many sheep out there and are happy to outsource to save money without informing your customers!

Why have you done this and why havent you advised your customers of this? You were very quick to jump on the bandwagon when other companies outsourced and shouted about how you were UK based, why arent you declaring your outsourcing move now?

Re: NOT A UK CALL CENTRE ANYMORE!

anticpated — Wed, 28 Nov 2012 13:06:06 GMT

Because with every 100 calls you make to them, O2 set money aside for a Rhino fund.

I don't know, outsourcing - scumtown - weird city.

Re: NOT A UK CALL CENTRE ANYMORE!

Liquid — Wed, 28 Nov 2012 13:34:21 GMT

Didn't realise this had gone through yet:(

Re: NOT A UK CALL CENTRE ANYMORE!

Anonymous — Wed, 28 Nov 2012 13:48:05 GMT

Hope you're mistaken cos O2 are still claiming "24/7 UK-based customer service"

http://www.o2.co.uk/broadband
under "why choose O2 Home broadband and phone"

Re: NOT A UK CALL CENTRE ANYMORE!

Anonymous — Wed, 28 Nov 2012 14:01:13 GMT

Home Broadband and Home Phone are still UK based, mobile phone's arent thats why I posted it in the mobile section.

Re: NOT A UK CALL CENTRE ANYMORE!

Anonymous — Wed, 28 Nov 2012 15:18:55 GMT

This section is for everything not just mobiles.

Re: NOT A UK CALL CENTRE ANYMORE!

adamtemp64 — Wed, 28 Nov 2012 17:01:00 GMT

this thread was moved from pay monthly etc section by the mods

Re: NOT A UK CALL CENTRE ANYMORE!

Anonymous — Wed, 28 Nov 2012 17:32:20 GMT

Thanks Adam,
So it's admin causing the confusion -- they could have said

Re: NOT A UK CALL CENTRE ANYMORE!

perksie — Wed, 28 Nov 2012 19:31:12 GMT

There was talk of a call centre being set up in S Africa with a staff of 400, O2 employ 12,000 in the UK.

There are also people employed by O2 in the UK who are not of a UK ethnic origin, the same as any other UK company.

Re: NOT A UK CALL CENTRE ANYMORE!

Liquid — Wed, 28 Nov 2012 19:30:13 GMT

Wow that really is a saving 12,000 staff let go and swapping them out for 400:)

Re: NOT A UK CALL CENTRE ANYMORE!

perksie — Wed, 28 Nov 2012 19:33:11 GMT

@Liquid wrote:
Wow that really is a saving 12,000 staff let go and swapping them out for 400:)

Did I say that?

Re: NOT A UK CALL CENTRE ANYMORE!

Liquid — Wed, 28 Nov 2012 19:47:15 GMT

No I'm being difficult sorry:( forgive me?

Re: NOT A UK CALL CENTRE ANYMORE!

perksie — Wed, 28 Nov 2012 20:06:03 GMT

Of course, I doubt if anyone could get cross with you!

Re: NOT A UK CALL CENTRE ANYMORE!

Liquid — Wed, 28 Nov 2012 20:10:51 GMT

woo:)

Haha you'd be suprised (or not :))

On the thread topic now.

I can understand the frustration of outsourcing CS internationally. However the queues that we are somtimes faced with are rather extreme. If that means O2 are trying to diminish the waiting time by employing cheaper labour I can live with that.

(Obviously would prefere more jobs for the uk but we have priced ourself out of the market with our minimum wage laws.)

Re: NOT A UK CALL CENTRE ANYMORE!

adamtemp64 — Thu, 29 Nov 2012 08:01:24 GMT

http://community.o2.co.uk/t5/Discussions-Feedback/One-more-good-thing-about-O2-seems-to-be-disappearing/td-p/278356

I thought this had been on here earlier

Re: NOT A UK CALL CENTRE ANYMORE!

Anonymous — Thu, 29 Nov 2012 08:48:52 GMT

Hi everyone,

I've asked for the latest on this and have received the following:

"It's a small scale exercise where some customer calls will be taken by Capita in South Africa. Capita already take these calls for us in the UK. We use a number of outsourced partners to help us manage customer enquiries and it’s a natural step for us to look at other countries for this type of work. Capita will run the centre and help us understand the business benefits and the customer experience."

Hope that helps.

Cheers,

Leonard

Re: NOT A UK CALL CENTRE ANYMORE!

Liquid — Thu, 29 Nov 2012 09:05:20 GMT

Capita really does everything don't they haha.

Cheers for the info:)

Lets hope they don't move it all after deeming it a success:(

Re: NOT A UK CALL CENTRE ANYMORE!

Anonymous — Thu, 29 Nov 2012 09:12:25 GMT

No problem

Re: NOT A UK CALL CENTRE ANYMORE!

jonsie — Thu, 29 Nov 2012 12:53:03 GMT

Beginning to sense an exodus!

Re: NOT A UK CALL CENTRE ANYMORE!

Anonymous — Thu, 29 Nov 2012 13:02:43 GMT

All mobile companies are doing this I find it amusing on online chat. All uk names they give but the grammar and standard text replies give it away