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mathfaster
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Posts: 14

PostPosted: Mon Nov 28, 2005 10:15 am    Post subject: It's not the accent Reply with quote Back to top

It's not just the accent getting in the way. Our IT group was outsourced to India. Their written English is horrendous so it's not the accent.
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Trowski
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PostPosted: Mon Nov 28, 2005 10:42 am    Post subject: Reply with quote Back to top

Who cares as long as my issues are handled on the call..

Look, for many people for whom speaking English is a second language, ESL, this may be one of their first forays out into an English speaking job. Of course it might be tough to communicate sometimes, but I doub't that the majority of us could pick up another language and be able to speak it fluently, never mind dealing with people when they are having problems and are ticked off.

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mathfaster
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PostPosted: Mon Nov 28, 2005 10:52 am    Post subject: Reply with quote Back to top

Trowski,
It gets in the way in my job. Try having 80% of your colleagues lose their job to India then tell me what your attitude is. Their written English is terrible and has to be rewitten and speaking to them you have to have them repeat themselves five times to understand what they are saying. I've had cases where I've given up trying to talk to support in India. They don't get the questions answered. So it does matter. So yes I care if they waste my time because they cannot be understood.

P.S. I have worked overseas so I understand how difficult it is to speak another language. Hardest thing I ever had to do. Speaking is the one skill you reinforce every day you're alive. But not being able to speak English gets in the way. I'm the customer and I don't like having my time wasted.


Last edited by mathfaster on Mon Nov 28, 2005 11:05 am; edited 1 time in total
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Trowski
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Posts: 1389
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PostPosted: Mon Nov 28, 2005 10:58 am    Post subject: Reply with quote Back to top

mathfaster wrote:
Trowski,
It gets in the way in my job. Try having 80% of your colleagues lose their job to India then tell me what your attitude is. Their written English is terrible and has to be rewitten and speaking to them you have to have them repeat themselves five times to understand what they are saying. I've had cases where I've given up trying to talk to support in India. They don't get the questions answered. So it does matter.


And it gets in the way of mine sometimes as I place IT consultants for a living. But customer service and outsourcing of IT jobs are different birds...

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TO
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Joined: Nov 17, 2005
Posts: 19

PostPosted: Mon Nov 28, 2005 9:22 pm    Post subject: An email I received from Vonage when I complained. Reply with quote Back to top

Dear Customer,

Thank you for contacting Customer Care. I am sorry for any delay in
response.

In response to your email, We have call centers in both the US and the
India. Our calls route in and out of both call centers. We apologize
for the inconvenience.

Thank you for considering Vonage for all of your business needs and I
do hope that I have answered all of your questions. Do not hesitate to
contact us if you need further assistance. We look forward to having
you as a valued customer.

Sincerely,
Customer Care Representative.
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Trowski
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PostPosted: Mon Nov 28, 2005 9:29 pm    Post subject: Reply with quote Back to top

Question answered.
For what it is also worth, one of the best customer service calls I have had was to a offshored CS department for Lexmark. Hell, they spoke better English than some of my buddies I grew up with. Wink

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Katsumi
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Joined: Nov 11, 2005
Posts: 10
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PostPosted: Tue Nov 29, 2005 3:17 pm    Post subject: Reply with quote Back to top

I spoke with two customer care reps both from India call center. I had to listen really good to understand what they were saying but they did fix my problem when I was hooking up my services for the first time with Vonage. I had a problem not getting a dial tone.Smile
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g33kgurli
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Joined: Nov 10, 2005
Posts: 13

PostPosted: Tue Nov 29, 2005 4:33 pm    Post subject: India - yes we're already there Reply with quote Back to top

After hours of talking to Vonage india (a senior rep here in the US confirmed) they still couldn't help me. I call and sometimes get New Jersey and sometimes I get India.

Overall the US reps are a good thing / Indian reps don't really know anything or even have the power to provision an adapter.

Long short - off shoring your support only leads to problems - just ask Citibank, Dell, or Amex....all big losers if you call after 5pm EST.
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Trowski
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Location: Putnam, CT

PostPosted: Tue Nov 29, 2005 4:37 pm    Post subject: Re: India - yes we're already there Reply with quote Back to top

g33kgurli wrote:
After hours of talking to Vonage india (a senior rep here in the US confirmed) they still couldn't help me. I call and sometimes get New Jersey and sometimes I get India.

Overall the US reps are a good thing / Indian reps don't really know anything or even have the power to provision an adapter.

Long short - off shoring your support only leads to problems - just ask Citibank, Dell, or Amex....all big losers if you call after 5pm EST.


Actually I have had the first rep I spoke to provision my router once..When I got my first RTP300 it was not provision, and they took care of it.

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ColdGin
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Joined: Oct 03, 2005
Posts: 423

PostPosted: Tue Nov 29, 2005 6:49 pm    Post subject: The Big Secret Reply with quote Back to top

There is a Vonage call center in Chennai, India. Also one in the Phillipines, this is called people support, they mainly do sales calls I think. Also there is a call center in Newfoundland, Canada, and another callcenter operated by a 3rd party company that deals with LNP calls exclusively.

Here in NJ, the call center is now in Edison, and transitioning to Holmdel where I am now. The new building is like a freaking museum or something, with rentacops, ethernet jacks, indirect lighting and orange neon all over the place, about 400 bathrooms and conference rooms and all kinds of nifty little features. By the end of December the entire operation will be here in Holmdel.

And that's the truth All the other theories are bunk
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