Re: NOT A UK CALL CENTRE ANYMORE! - Page 2

Anonymous · ‎28-11-2012

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?

perksie · ‎28-11-2012

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

Did I say that?

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Liquid · ‎28-11-2012

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

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perksie · ‎28-11-2012

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

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Liquid · ‎28-11-2012

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.)

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adamtemp64 · ‎29-11-2012

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

I thought this had been on here earlier

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Anonymous · ‎29-11-2012

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

Liquid · ‎29-11-2012

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:(

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Anonymous · ‎29-11-2012

No problem

jonsie · ‎29-11-2012

Beginning to sense an exodus!

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Anonymous · ‎29-11-2012

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