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squash500

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Nov 8, 2005
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Ok here's what happened to me this morning:) . I had to call my banks 24 hr hotline to discuss a banking issue. The issue was somewhat complicated.

I am not a predjudice or racist guy at all. Having a learning disability myself, I try to be as understanding as I can to people in everyday life. The bank that I deal with has been quietly outsourcing some of their call center activity to India. Without telling any of their customers I might add.

This morning I was on the phone with a woman banking representative from India and it was a disaster to say the least---lol. I literally couldn't understand one thing she was explaining to me. After about 10 minutes of this I finally asked her nicely if she could transfer me to a canadian agent?

The canadian agent who I was transferred to solved my problem in literally 5 minutes----lol. Was I wrong to intervene like this? I'm afraid that if I hadn't spoken up I would probably still be on the phone with her 6 hours later!

How much does a bank save by outsourcing some of their call center work to India? In the opinion of my fellow terbites did I handle this situation properly or not? As usual, any comments both good or bad would be most appreciated.
 
squash500 said:
IThis morning I was on the phone with a woman banking representative from India and it was a disaster to say the least---lol. I literally couldn't understand one thing she was explaining to me. After about 10 minutes of this I finally asked her nicely if she could transfer me to a canadian agent?
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You were both within your rights and within the bounds of good behaviour. The operative part of this was that you couldn't understand her, and that you asked her politely.
 
No, you were right. Canadian banks make good money and they have no need to outsource their call centres to India. I would have refused to deal with the agent in India as well if there was a language or understanding barrier. It is bad enough when Bell does this, but a major bank?

If no Canadian agent was avaialble, wait until a business day and go to your branch and they will deal with it in person.
 
A lot of companies are outsourcing to India... BIG MISTAKE... the only reason it's being done in the fools in charge will get a bonus at the end of the year for reducing Costs. Same mentality that has given us this current Financial MELTDOWN. There are some things you don't scrimp on. Your staff and customer service.
 
winterhawk said:
A lot of companies are outsourcing to India... BIG MISTAKE... the only reason it's being done in the fools in charge will get a bonus at the end of the year for reducing Costs. Same mentality that has given us this current Financial MELTDOWN. There are some things you don't scrimp on. Your staff and customer service.
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I agree with you 100%:) . Think of all the extra time that is being wasted on the phone just trying to understand what they are saying. I personally think it's a bad pr move on behalf of the bank I deal with. I'm sure I'm not the only customer who is irritated with the outsourcing!
 
rub said:
Ya done good! Nothing wrong with asking for someone else when (for whatever reason) the person you're talking to can't fix your problem.
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Thanks for that bit of affirmation:) . The woman on the phone did get a bit flustered when I cut her off in mid-sentence and asked to be transferred to a canadian agent.
 
I deal with HSCB bank and when Chip from India answers I always demand to be transferred to Buffalo. why explain things twice?
 
squash500 said:
Thanks for that bit of affirmation:) . The woman on the phone did get a bit flustered when I cut her off in mid-sentence and asked to be transferred to a canadian agent.
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Politely asking that your call be transferred to someone else isn't rude. Cutting someone—anyone—off in mid-sentence is.
 
I think it's a bit over the line to assert that the problem is India, or to ask for a "Canadian", since I don't think that is actually the problem you faced.

Even when the calls are answered in Canada front line customer service generally isn't empowered enough to solve your problem, and does not have the necessary expertise, no matter how good their English is. Even in a Canadian call center you typically have to ask for an escalation to get to someone who can help you properly.

There ARE good call centers in India, staffed by people with the necessary expertise, clear English, and empowered enough to be able to solve common problems. Obviously there are also crap ones with incompetent staff, poor English, and no power to help.

I don't mind having my call handled by India but it's reasonable to demand someone who speaks clearly, who has the requisite expertise, and the authority to help--whether that person is in India or Canada shouldn't matter to you, but it's obviously fair to ask for that person.

I escalate almost all calls after a few minutes because I recognize they generally don't put the quality people on the front line no matter which contry they're in.
 
i agree you have the right to understand your agent......maybe next time wait till she is finished her sentence then ask for another agent.....
 
If somebody wants your business they need to be able to effectively communicate with you.

I had some woman knock on my door the other day canvassing for one of the Brampton fed election candidates. I couldn't understand what she was saying other than some Indian name. At first I replied repeatedly that he wasn't here before I realized what she may have been trying to do.

Needless to say, I'm voting for Stella Ambler.
 
I have been on the CS Reps before and have asked to be transfered to people who speak English and to be transfered to someone who is not being trained either. I have had that happen quite a few times where I get put on the line with someone is who on their first day of on the job training. I don't have time to wait and play a test subject for them, so I politely asked to be transfered.

Nothing wrong with it in my opinion. You are the customer and you are looking for service and that service should be with someone who you can understand.
 
squash500 said:
I finally asked her nicely if she could transfer me to a canadian agent
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squash500 said:
The woman on the phone did get a bit flustered when I cut her off in mid-sentence and asked to be transferred to a canadian agent.
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Ah, unfortunately now you've changed the scenario, and regretfully, I'm left in a bit of doubt as to quite how polite this conversation actually was. :(
 
A154 said:
Ah, unfortunately now you've changed the scenario, and regretfully, I'm left in a bit of doubt as to quite how polite this actually was
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I was polite:) . I think she was surprised that I actually was assertive enough to ask for another agent. I wasn't rude to her at all. I couldn't really tell if I cut her off in mid-sentence because their was a lot of silence during the call. I had to keep saying "I don't understand what you're saying" all the time.

She was actually a very pleasant woman who was trying her best. It just seemed IMHO futile to continue the conversation. I learned my lesson. The next time this happens I will just ask to be transferred to a canadian agent right away. As I said in my op. I really don't like to be rude to people.
 
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