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Medic63
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PostPosted: Wed Apr 13, 2005 5:01 pm    Post subject: Where is Vonage's call center? Reply with quote Back to top

I read several posts on broadbandreports.com claiming that there is a Vonage call center in India now, and the CSR's barely speak English.
Any truth to this, as far as anyone knows?

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PostPosted: Wed Apr 13, 2005 5:30 pm    Post subject: Reply with quote Back to top

barely speak english isn't necessarily new.
but I was surprised to see a cs rep apparently said this himself.

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newmex999
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PostPosted: Wed Apr 13, 2005 5:42 pm    Post subject: Reply with quote Back to top

If they start with this India stuff, then that will be their downfall. I have yet to speak to a rep from India for Dell and Amex that really can help you with anything.

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PostPosted: Wed Apr 13, 2005 6:33 pm    Post subject: Reply with quote Back to top

I have it on good authority that their call center is in New Jersey. They don't speak English there anyway Very Happy

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jasperaxle
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PostPosted: Wed Apr 13, 2005 9:36 pm    Post subject: Reply with quote Back to top

I've never understood the hiring of broken english speaking people for customer service positions. I called Vonage a few weeks ago and was very surprised the call got answered within a minute or two. Problem was the guy who answered didn't speak good english and had no idea how to solve my problem. He said he had to transfer me to another rep. Of course the other rep was busy and he promised a call back from Vonage in 2 1/2 to 3 hours. The only problem it was 10:30pm and told him I would be asleep at 1:30 in the morning. So he asked me what would be a good time to call back the next day and I told him 5:00pm. As you probably guessed, the call never came. From now on whenever I call for support on any issue and get a NSE person I'm hanging up and calling back till I get someone I can understand.
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tysonfamnc
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PostPosted: Thu Apr 14, 2005 2:14 am    Post subject: Reply with quote Back to top

I have the same issue with Microsoft CS, no English speaking reps. Rolling Eyes

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johnmacd
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PostPosted: Thu Apr 14, 2005 4:02 am    Post subject: Reply with quote Back to top

When I have called CS I asked them where they were located because the girl couldnt speak English and she sounded like she had an Indian accent, she claimed that they were in NJ. But I dont believe that. I think they outsource it to India just like every other company is doing.
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theslag
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PostPosted: Thu Apr 14, 2005 11:14 am    Post subject: Reply with quote Back to top

they are located in edision NJ, they are moving to a new building some were in NJ. The reason why there is alot of indians there is if anyone knows new jersey, the city next to Edison is Islin NJ, it has the highest indian popluation in the world, next to India itself..
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new_vonner
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PostPosted: Thu Nov 17, 2005 11:58 am    Post subject: Call center IS in India Reply with quote Back to top

Know for a fact the 3 calls I've made to the Vonage Help number - last night at 9pm, 2 today at 10am, went to India. I asked the rep. The first 3 could barely speak English & we had a hard time understanding each other. They were intent on reading from knowledge tree scripts. 1 of them disconnected me. After asking for escalation I got another Indian but he spoke very good English & was able to communicate with me (didn't really help much though).
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PostPosted: Thu Nov 17, 2005 12:10 pm    Post subject: Reply with quote Back to top

Tom Keating from Tmcnet.com (excellent VoIP Blog) did a walk through video of the Vonage call center, you can find it Here

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