Yep, this is all too familiar to all of us.
I took my mate to pick up his new car today & he hadnt changed his insurance to the new car so we phoned Norwich Union from the garage to get a price of them so he could drive it back without any worries, ill give you the short version! It was an Indian call centre BTW.
10 mins to get through to someone
5 mins more spent waiting as we were then put through to another dept
A very polite Indian lady answered & my mate told her hed bought a new car & wanted to know what they would charge him to take out a new policy for 12 months on his BM.
20 mins spent supplying all of his, his second driver & car details, (lots of um's, ah's & general noises of confusion being transferred down the line as we listened to her over my car phone)
Eventually, she said that'll be £380.
Ok my mate said, & confirmed that it was for 12 months, fully comp etc....
No that is up until the end of your current policy on your previous car, ah you want a new 12 month policy then?
Yes he said that was what I asked for.
Ok, sorry, one moment thankyou for your patience (then we hear, oh dear, um, oh, one moment, can you hold?)
2 mins later, Im sorry Ive refreshed the page & the information has disapeared
You mean you have deleted it he said
Yes
So he went right through the whole thing again.
I wont go on but you get the idea, a 10 - 15 min call ended up taking an hour & if this was the exception then you could live with it, but its not its the norm across all overseas CS centers across all industries!
Unfortunatley there are so many blue chip/high profile companies that have gone down the route of outsourcing there CS depts overseas in a bid to save money however they are now beginning to pay a heavy price for such action as customers vote with there feet!
Call Centers Return To The UK What did the so called executives & marketing gurus that work for these companies really think would happen ffs?
Nat West must be laughing all the way to the bank, there marketing executives took this by the scruff of the neck & launched a hard hitting advertising campaign letting everyone know that they remain solely in the UK for there customers, now there's some guys that deserve a fat bonus for a job well done.