Uk Call Centre's ?

[lionwing73]

Just spoke to O2 Customer services and was pretty convinced I was not talking to a UK based call centre.  I know O2 had plans to reduce the number of UK based call centre staff but while the call was handled professionally there was little empathy and a few communication difficulties.

I have always felt that one of O2's strengths were the UK based call centres...shame from a customers point of view and sympathies to the staff who have been moved onmy this process.

[lionwing73]

I was discussing using my phone (on contract) abroad.

There is a data bolt on which offers 15MB daily allowance at a cost of £1.99 plus various addtional costs associated with texting and making calls.

My conclusion was that it could be quite expensive to use the phone abroad and thaty 15MB of data woudl go nowwhere on a smartphone!

[jonsie]

Always try to use free wifi abroad and switch mobile data off. For calls and texts use TuGo so that calls and texts come from your allowances, again over wifi.

[Anonymous]

I just rang O2 and was surprised to hear that the call centre lady had a South African accent. Then she asked if I was South Africa, I said yes, she told me that some of O2's call centre is base in Cape town South Africa. It cost a lot less to run in SA than in the UK. The call centre lady said you may get through to the uk call centre are the SA call centre you just don't know.

[Anonymous]

It is correct. O2 have call centres here in the UK and South Africa.

Not entirely sure why it matters though as long as the service is good and you get the advice and support you need???

[MI5]

Indeed, that is correct.
I've spoke to them and found them most helpful.....

[jonsie]

I have had no problems with the SA call centre but there is the option  of asking to be transferred to a UK call centre if you wish... 

[Anonymous]

Just had long protracted call with South African call centre. Very hesitant. Not confident and long waits whilst the lady searched for answers. Not good,

[jonsie]

No outsourcing isn't good. Did you get your query solved though?

[MI5]

Makes no difference where the call centre is located - It's the level of training and ability of operator that matters.

[Cleoriff]

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@MI5 wrote:
Makes no difference where the call centre is located - It's the level of training and ability of operator that matters.

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Oh they get training then? Something I have doubted for a long time. Needs to be updated annually and be current. Operatives should also have a good understanding of the English language .:smileysad: