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Vonage Apparently, from my own observations, the Vonage callcenters in the Philippines



Apparently, from my own observations, the Vonage callcenters in the Philippines answer the phone during night-time hours of Philippines. If I call Vonage's customer service number during the day-time hours in Philippines, I've been connected to the India call center, at least 75% of the time.

Most often, I usually wait until an hour after the night-shift begins, which is about 10pm, Philippine local time. Usually around 2am, local time, the call center agents are typically bored, as it is their midshift.

As per this forum topic... "Enough is Enough - time to go back to AT&T." Well, AT&T Callcenters are in the Philippines, too.

Usually callcenter agencies handle several accounts... not just Vonage. Most callcenter agencies here employ hundreds, if not thousands of Filipinos to work. Many callcenter agencies are either in floors of high-rise office buildings or have their own rented spaces or buildings. As for what I mean as several accounts... A specific callcenter can handle calls for AT&T, Verizon, etc. While the callcenters that handle Vonage's customer care are also handling other accounts (non-Vonage).

Typically, how the callcenter switching works between India and Philippines, is this... India is usually a higher priority callcenter than Philippines, but most of the time, callcenter service is switched to Philippines. The switching "mechanism" is in the USA, which redirects calls to India or Philippine callcenters. I think it works on timezones. When India's callcenters close (end of shift), the calls are routed to Philippines.

My wife's cousin, 28, works in callcenters for the past several years. She has given me deep insights of how the callcenters operate in the Philippines.



Read The Full Thread:

Enough is enough - time to go back to AT&T


Where do I start? 1. I have been with Vonage since 2006, and everything was
See Ya :-D
Nice answer! Instead of maybe trying to solve the problem.
I would do a speed test with the vonage device connected and without, I would say
The problem is on vonage's end. I brought my device to a friends house and the same
I would call back again and see what they say this time, you are correct it is a Vonage
I would have....BUT you come in here with your FIRST post announcing you're going
Yeah, it is a rant. Thats what happens when I call vonage and somebody in India answers
Call this number, it is for Vonage Canada, and I haven't had a problem with the language. 877-272
Vonage has three (3) call centers in Philippines: 1) Quezon City - Primarily

mcmiranda posted "Apparently, from my own observations, the Vonage callcenters in the Philippines" on 07/26/2008

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†AK and HI residents pay $29.95 shipping. ††Limited time offer. Valid for residents of the United States (&DC), 18 years or older, who open new accounts. Offer good while supplies last and only on new account activations. One kit per account/household. Offer cannot be combined with any other discounts, promotions or plans and is not applicable to past purchases. Good while supplies last. Allow up to 2 weeks for shipping. Other restrictions may apply.

1Unlimited calling and other services for all residential plans are based on normal residential, personal, non-commercial use. A combination of factors is used to determine abnormal use, including but not limited to: the number of unique numbers called, calls forwarded, minutes used and other factors. Subject to our Reasonable Use Policy and Terms of Service.

2Shipping and activation fees waived with 1-year agreement. An Early Termination Fee (with periodic pro-rated reductions) applies if service is terminated before the end of the first 12 months. Additional restrictions may apply. See Terms of Service for details.

HIGH SPEED INTERNET REQUIRED. †VALID FOR NEW LINES ONLY. RATES EXCLUDE INTERNET SERVICE, SURCHARGES, FEES AND TAXES. DEVICE MAY BE REFURBISHED. If you subscribe to plans with monthly minutes allotments, all call minutes placed from both from your home and registered ExtensionsTM phones will count toward your monthly minutes allotment. ExtensionsTM calls made from mobiles use airtime and may incur surcharges, depending on your mobile plan. Alarms, TTY and other systems may not be compatible. Vonage 911 service operates differently than traditional 911. See www.vonage.com/911 for details.

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