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Foreign call centers - Enough already!

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Foreign call centers - Enough already!

Old 11-22-14, 06:54 PM
  #1  
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Foreign call centers - Enough already!

So I called the toll free number at TransUnion to unlock my credit. What do I get? "Mary" that could barely speak English. She could not understand me and I sure as heck could not understand her. So I asked for her supervisor "Bill" who was not much better in the English department.

It is bad enough that tech related businesses farm out their call centers off shore. But financial institutions and any place that takes credit card info? Are these companies crazy? What is to stop "Mary" or "Bill" from stealing my identity?


Not sure what good it will do but I am going to be writing my congressman that any time a business is dealing with anything to do with personal information like SSN, credit card numbers etc. that they be force to use domestic call centers. Not that a domestic call center will be immune to ID theft but at least the criminals will be where you can get to them. Try chasing someone in India of ID theft prosecution.
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Old 11-22-14, 07:02 PM
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What's to keep anyone on the other end of the phone line from stealing your identity?
Just because someone is from your own country does not guarantee their honesty.

Mine was stolen by my American neighbor (who also burgled my home) and he put me in dutch with the IRS for $15,000.00 filing fraudulent tax returns.
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Old 11-22-14, 07:19 PM
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I agree that nationality is not a determinant or even a likelihood of good/bad behavior. But, I do not understand why anyone should have to try to communicate with someone who they can't understand. Seems basic to me.
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Old 11-22-14, 07:27 PM
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Originally Posted by Allen View Post
What's to keep anyone on the other end of the phone line from stealing your identity?
Just because someone is from your own country does not guarantee their honesty.

Mine was stolen by my American neighbor (who also burgled my home) and he put me in dutch with the IRS for $15,000.00 filing fraudulent tax returns.
Did you take the time to read my whole post?

Read it again.

Not that a domestic call center will be immune to ID theft but at least the criminals will be where you can get to them. Try chasing someone in India of ID theft prosecution.


If that neighbor fled out of the country chances are you would never see him / her again. You would have no recourse.

Last edited by spinnaker; 11-22-14 at 07:36 PM.
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Old 11-22-14, 08:11 PM
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*sniff*
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Old 11-22-14, 09:52 PM
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Having worked in the IT industry for a very long time (30 years), I have my opinions about work quality and motivation. They might surprise you. But any discussion on sensitive topics often become the domain of P/R.

My advice? Vote with your feet.
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Old 11-22-14, 10:15 PM
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Originally Posted by StupidlyBrave View Post
Having worked in the IT industry for a very long time (30 years), I have my opinions about work quality and motivation. They might surprise you. But any discussion on sensitive topics often become the domain of P/R.

My advice? Vote with your feet.
You can't vote with you feet with a credit rating agency.
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Old 11-23-14, 06:34 AM
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Americans almost all speaking English was a temporary condition. The West is becoming more Spanish. Regional accents may become different languages.
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Old 11-23-14, 01:26 PM
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Originally Posted by spinnaker View Post
You can't vote with you feet with a credit rating agency.
Sorry, I thought your complaint was a little more generalized and about the quality of service as well as the globalization of phone/internet fraud.
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Old 11-23-14, 01:31 PM
  #10  
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The worst is when you get one of those Canadian call centres ... they don't even know how to spell 'centre' correctly
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Old 11-23-14, 03:18 PM
  #11  
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Originally Posted by StupidlyBrave View Post
Sorry, I thought your complaint was a little more generalized and about the quality of service as well as the globalization of phone/internet fraud.
In general, I would drop a company in a hot minute if I called and got a foreign speaking person. But hard to do with the airlines.
Capital One still uses domestic call centers. That is my credit card company.
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Old 11-23-14, 03:19 PM
  #12  
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Originally Posted by Alfster View Post
The worst is when you get one of those Canadian call centres ... they don't even know how to spell 'centre' correctly
I speak fluent Canadian!
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Old 11-24-14, 07:11 AM
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Originally Posted by Alfster View Post
The worst is when you get one of those Canadian call centres ... they don't even know how to spell 'centre' correctly
Canadians,eh?
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Old 11-24-14, 07:31 AM
  #14  
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There are some foreign call centers with great service. Depends I think on how much they're paying the call takers. There are a lot of Indians who speak excellent English, but they probably command a higher wage.
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Old 11-24-14, 07:50 AM
  #15  
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As long as the line connection is ok, I'm usually pretty decent at parsing the accent. What I hate is when it's such a bad connection that I hear mainly static, hear echos of my voice and can hear other operators talking in the background. Then it's not worth my time whether or not I have to decipher an accent or if the call center is in Tulsa. I just give up, but maybe that's what they want.
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Old 11-24-14, 08:32 AM
  #16  
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Originally Posted by himespau View Post
... Then it's not worth my time whether or not I have to decipher an accent or if the call center is in Tulsa. I just give up, but maybe that's what they want.
I think that may be the point. To be able to say "yes, we have a call center for our customers" but in fact the call center is minimally trained, has inadequate communication skills and perhaps is located within a prison
Prison Call Centers Put Squeeze on Service Sector : NPR
making its usefulness limited.

Cost to the provider is kept low, and I suspect costs for missing part replacement, warranty returns, repair parts provided under warranty to the consumer are also low, due to the problems in communicating these needs to uninterested contractors.
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Old 11-24-14, 09:26 AM
  #17  
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Originally Posted by StupidlyBrave View Post
Having worked in the IT industry for a very long time (30 years), I have my opinions about work quality and motivation. They might surprise you. But any discussion on sensitive topics often become the domain of P/R.

My advice? Vote with your feet.
Then you know the frustration of being in a meeting with someone that you simply can not understand. Then you look like the bad guy when you ask for a translation.
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Old 11-24-14, 09:29 AM
  #18  
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Originally Posted by leob1 View Post
Then you know the frustration of being in a meeting with someone that you simply can not understand. Then you look like the bad guy when you ask for a translation.
welcome to my world.
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Old 11-24-14, 11:07 AM
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Originally Posted by leob1 View Post
Then you know the frustration of being in a meeting with someone that you simply can not understand. Then you look like the bad guy when you ask for a translation.
A former co-worker was Indian. We were working on a project where we had to call the vendor tech support. The tech support guy could not understand my co-worker and my co-worker could not understand the tech support guy. This was true in both English and their native languages.

I could understand the two of them and they both could understand me so I had to translate. English to English.

And yes I feel your pain. I am surrounded by Indian engineers all day long. Some can't speak English at all. It can be very frustrating.
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Old 11-24-14, 11:11 AM
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There's one vendor we use that has 24/7 support however if we have a problem before the CA office is open we have to go to their location in England. Trying to understand someone with a heavy Scottish accent at 8:00 am is hard to do. Plus I'm tempted to slip into Mike Myers mode and exclaim "If it's not Scottish it's crap!"
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Old 11-24-14, 11:37 AM
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Originally Posted by bikecrate View Post
There's one vendor we use that has 24/7 support however if we have a problem before the CA office is open we have to go to their location in England. Trying to understand someone with a heavy Scottish accent at 8:00 am is hard to do. Plus I'm tempted to slip into Mike Myers mode and exclaim "If it's not Scottish it's crap!"
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Old 11-24-14, 11:43 AM
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The best tech support I have ever received was from Microsoft India. Outstanding customer service skills, communication and follow-up.
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Old 11-24-14, 01:10 PM
  #23  
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Originally Posted by spinnaker View Post
I speak fluent Canadian!
Oh yeah? There aren't enough "u"s in your post, no words ended with an e and the sentence didn't end with eh?
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Old 11-24-14, 01:26 PM
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Oh I got one the other day that was just outrageous.

I have my resume out there on various lists for contract work. Well suddenly on Thursday a local company posted a position request for someone with my skills and knowledge. One by one I get 4 headhunter calls... all within about 2 hours, all mispronouncing my name terribly. (the first was almost impossible to understand at all) My name is gene and I heard just about every variation of how someone might jumble those 4 letters from hiene, to genie to jen...

So what gets me is this is a local US company, yet all 4 headhunters have strong indian accents and cannot pronounce my name (and one had just atrocious writing skills) and they are trying to place me.

I finally gave some info to the guy I understood best, and told him to submit it.

I just don't quite understand this whole headhunter game... and why it seemed to be dominated by folks that barely speak the language.
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Old 11-24-14, 02:32 PM
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Originally Posted by ModoVincere View Post
Corn? I dunt remembah eatin no corn!
Don't ask them about Leprechauns either.
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