Ahh, the fun you have with off-shore call centres.... I have an American Express Card, and they have a call centre in Bombay, India, and it is frustratingly difficult to deal with. Apart from the fact that I find it bloody impossible to understand some of the operators, they always try to process me.
They sound like people pretending to be robots, and when it all gets to hard, they apologise and either tell you to call another department, or just simply end the conversation with "sorry we couldn't assist you today, but rest assured you are a valued client..." They might as well just hang up.
The trouble seems to rest with the fact that you can systemise the routine things, but you need to humanise the exceptions. The overseas call centres run by businesses like American Express, HP and others, fail to understand this basical pillar of business. I am yet to talk to an overseas operator who have effectively dealt with an issue that is not routine, and hence always ask to be transferred to the Sydney office.
Fortunately for American Express, they continue to enhance their website, and the features for its members, so I don't need to call them as often as I used to.
Otherwise I would no longer be a "valued client".
Comments