Indian call centres...

[LMcC]

I am going through this at the moment . 7 weeks of calls with promised call backs. The staff have a limited knowledge base and rather than say they don't have the answer and escalate it, they waffle their way through the call. Over promising and undelivering. After 20 plus years with Sky I now cannot get out of the contract quick enough based on my customer experience. As a trainer in customer service I often referred to Sky as having exemplary customer service - this is no longer the case. The hours of frustration I have experienced and my time lost is outrageous. If you're looking for a tv or broadband supplier - look elsewhere .

[PandJ2020]

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@LMcC wrote:

...look elsewhere .

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But overseas call centres seems the norm elsewhere too!

[Roger17]

@LMcC  When I have phoned recently I just ask to speak to a UK advior and they transfered me with no issues.

[Tizwas1]

I rang today and asked to be transferred to a UK based adviser. I was informed that he couldn't do this. Unfortunately everytime I've spoken with an overseas Sky advisor the conversation has been complicated and the essence of my query is misunderstood etc

[SKY1992bf]

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@Tizwas1 wrote:

I rang today and asked to be transferred to a UK based adviser. I was informed that he couldn't do this. Unfortunately everytime I've spoken with an overseas Sky advisor the conversation has been complicated and the essence of my query is misunderstood etc

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@Tizwas1  if you want a uk based agent then your only option is to keep calling until you get through to one 

[Tizwas1]

I've rang several times a day for the past week to no avail. Hence me researching the sky community sites and taking on board another user's recommendation to ask to be put through to a U K based advisor. 

I'm wondering it's because I need to discuss my Sky tv package and these types of calls are always diverted to overseas call centres?

I felt awful anyway asking if I could be transferred to a UK call centre, but I just feel that overseas advisors, where English isn't their 1st language, can often missunderstand the essence if a call etc. Unfortunately I've had so many bad experiences and left feeling frustrated that as soon as I hear the accent I put the  phone down. This is no way a reflection of a person's ethnicity or culture etc, just purely based upon my experiences

[Roger17]

@Tizwas1 I may have got transferred as I said I have problems with my hearing, although I did get put through  to the Indian call centres twice and it was one of the times I mentioned my hearing but got transferred both times when I requested. The last thing you should worry about is asking to be transferred as you should be able to understand what is being said to you especially if you are cancelling or taking out a new offfer.

[Daniel0210]

@Roger17 
With hearing issues it may be worth considering registering with the Sky Accessibility Team who may be able to help now or in the future. Once registered there are also different methods of communication with this team other than phoning 

https://www.skyaccessibility.sky/

[Roger17]

@Daniel0210 I dont have hearing issues, but it helped me speak to somebody in the UK. It is wrong that you have to lie to be able to speak with somebody who can action what you want, but thats Skys model having foreign call centres  and one of the reasons I am leaving and I have cancelled Sky, so hopefully I wont ever have to speak to Sky again.

[PandJ2020]

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@Roger17 wrote:

...having foreign call centres 

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Finding providers that don't is getting increasingly difficult!

[Roger17]

@PandJ2020 I am not using another provider. I am using paid  Apps in the UK and abroad via Apple TV and saving around £80 a month on what I currently pay Sky, picture and sound quality is way ahead of Sky at a fraction of the cost, there is no way I would ever go back. For non streaming services I am using a Manhattan TR4 which allows access to domestic channels and allows recording , on our other TV I am using TV launcher app which has a program guide that links directly to all the streaming services.

[Daniel0210]

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@Roger17 wrote:

@Tizwas1 I may have got transferred as I said I have problems with my hearing, 

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@Roger17 

Apologies, I took that to mean you'd benefit from being part of the Accessibility Team programme. 

[Roger17]

@Daniel0210 No problem, no offence taken.

[Will1982]

Exact the same. Left Vodafone and went to EE and wouldn't head back. Sky was always exceptional at customer service. Since the overseas call centres in India. Unfulfilled promises (aka lies), lack of verbal understanding both ways and errors that cause charges and issues they refuse to fix. Poor SKY UK staff. I'm sad to say, after 17 years, I'm cutting them adrift like Vodafone.