Indian call centres...

[stevezz7]

Hi I have just recently joined sky again after over a decade using other internet services, I am surprised by the lying done at the call centres in India, told I would get call back after call back with no reply.

I left Vodafone because of this exact same issue now it seems Sky is no better with their customer service, has anyone else experienced this issue with rude & unreliable call centre staff or is just my bad luck?

[Saf3]

Yes plus more. I have gad issues going on for 6 months with India call centres lying and not doing what they say. I only talk to the retention dept in the UK now and things are getting better. This is the only reason I stayed. I have been a customer for over 10 years and cannot believe how poor it has become

[Sloper55]

Indian Call Centres: It's now got to the stage that when I hear from an Asian Call Centre I automatically treat it as a scammer. This isn't because I'm racist as I haven't got a bigoted bone in my body. It's the reputation perceived from them. It may be genuinely from say "Sky", but that voice automatically puts me on the offensive. I do request a call back from a British Call Centre for proof who's really calling, but that never happens. So that will confirm to me it's a scam.

[Superleeds70]

My Sky Q box broke down on Saturday. I called Sky to report this. An English man answered. He said he would order me a new box. On Sunday morning, miraculously, normal service was resumed. I called back to inform them of this. They said they would cancel the order. On Monday I got a delivery of said Sky box. I told them it was no longer required. They took it back. Tuesday and the box returned. Today, it came yet again. I rang Sky and got through to India. Now I am always suspicious of call centres in Asia. The chap on the other end wanted to know ALL my details. I was not prepared to reveal this. He became pretty aggressive. I decided to put the phone down. I wasn't having any of that.

(removed)

Moderator note: Removed innapropriate remarks.

[MarkGoldsmith · Accepted solution]

If you are phoning the Sky number you can be assured you are getting through to Sky regardless of whichever call centre your call is routed to.

[Daniel0210]

@Superleeds70 

The security question or other questions you're asked to confirm your identity and that you're the account holder should be the same wherever the call centre is based. I rang Sky yesterday and was asked the account number, name, address and the telephone password. If you've made the call to Sky then surely you've rung Sky. 

[GD1]

@Superleeds70  As per other replies you called Sky using the number you previously used therefore you know it was correct, so yes they will ask security questions, regardless of where they are based they have to follow the criteria that Sky has set.

[Superleeds70]

I am extremely cautious as to who I give my details too. I have seen how calls can be intercepted. I shall know better in future with whom I interact. I had already given my details to the lady with whom I initially spoke to. If they can't pass it on then it is not my problem.

[Mark39]

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@Superleeds70 wrote:

I am extremely cautious as to who I give my details too. I have seen how calls can be intercepted. I shall know better in future with whom I interact. I had already given my details to the lady with whom I initially spoke to. If they can't pass it on then it is not my problem.

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Customer service advisers will always need to verify your identity before they can help. It's a system-driven requirement. 

[Superleeds70]

Well, I am afraid this is not my way of doing thing.

[stevezz7]

My whole reason for this post was to highlight how useless these call centres are, security questions have nothing to do with the issue, neither has the location of the call centre, I am sure they are employed by whoever has the contract with Sky, but does this make them a Sky employee with the same customer care or responsibilities as someone based in the UK?

The call centre could be located on Mars but if they don't help you what's the point of having them in the first place, it's only contributing to the cost of your Sky package.

The frustration of calling explaining your problem time after time, promise's of call backs that never happen, no matter how many times you call they do not help you fix your problem! It's a waste of time even calling them if they are not going to help you!

If Sky had customer service that actually helped you & where committed to solving your issues with first contact then they are useful, on my third call to Sky I was speaking with someone in the UK who delt with my issue, why do the call centres based outside the UK who really did not care if they solved my problem or not even exist, as long as they are paid they will promise you anything.

I wasted so much time speaking to these useless call centres, waiting for call backs that never happened, call after call they run you though the problem solving that the book says to do no matter how many times in the past you have already done this & it has not fixed anything.

I would like call centres that actually help you like the one based in the UK did, when I was speaking with the Sky employee from the UK they called me back when they promised too, they accept responsibility for my issue & fixed it after one phone call, why can't other call centres do this in first place?

Maybe it's because they don't care as long as they say they have answered your call, as long as they say they have fixed your issue job done as far as they are concerned, even though they have not fixed your issue nor have they even bothered to follow up with the person who pays Sky for the service in the first place to ensure the problem is fixed.

Waste of money is my main point, a cost that could be saved as they are not doing the job they are paid to do, ending these useless call centres would reduce the cost of all our Sky packages, but if you don't mind paying extra for service's that don't exist in the first place then you have more money than sense!

[Mark39]

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@Superleeds70 wrote:

Well, I am afraid this is not my way of doing thing.

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That's up to you. But Sky simply can't help you if they can't first verify your identity. 

[PandJ2020]

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@Mark39 wrote:

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@Superleeds70 wrote:

Well, I am afraid this is not my way of doing thing.

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That's up to you. But Sky simply can't help you if they can't first verify your identity. 

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It's a requirement under data protection - they could be fined for failing to comply.  However, the questions should be reasonable and not excessive to identify the account holder.

[GD1]

@stevezz7  In your big post you've demonstrated a serious lack of understanding of both DPA & how call centres work

DPA is mandatory and if data isn't protected it is Sky who would be fined huge amounts.

As for call centres it isn't about how many calls are answered.

The following is a list of typical call centre requirements:

Confirming you are talking to the correct customer.

Ensuring they are the account holder.

Ensuring the pass a list of Data Protection questions.  If they can't pass the standard sets other questuion may be asked based on the account info held

In addition to dealing with the call there are also such things as call quality & acheiving KPI's

To say thats not how you do things is going to cause you  issues everytime so you really can't complain.

You previously questioned offshore call centres leaking info yet you don't seem tyo want to follow simple data protection questions either.  You can't have it both ways.

PS  Many call centre operations are geared for Inbound calls and don't have the option of outbound calling or following up, this is standard practise across numerous UK companies.

[TimmyBGood]

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@stevezz7 wrote:

 ending these useless call centres would reduce the cost of all our Sky packages, 

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Unfortunately given the typical Indian call centre is paying its employees a tiny fraction of UK minimum wage, that's just not the case.  Onshoring anything like the same call volume, even assuming it's possible to staff such a venture here, would be a massive operational cost increase: that's why call handling migrated in the first place.