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Which operators have UK call centres?
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carnivalist
23-03-2011
For the first time in 6 years I recently got through to an Orange call centre abroad. This slightly alarms me, since I hate having to deal with foreign call centres. I was wondering if any other operators have mainly UK call centres.

This isn't a racist thing and I'm not being cantankerous. Having had a hearing problem since birth, I apparently subconsciously adapt in a number of ways, one of which is from getting subtle clues from speech patterns, cadence and the like. Consequently I find the odd speech patterns and pronunciations of foreign call centre workers pure stress.

It's not as simple as mere accent, or even the workers ability to understand and speak pure English - it's more complicated than that. For example I don't have the same degree of problems with someone who has been in England or another primarily English-speaking country for a while, but who might still speak a sort of broken english or speak with an accent. In general they will have unconsciously picked up certain subtle speech patterns from the native population. Someone who has never lived in an English speaking country, but who might have technically good english, will not have acquired this. I often find that call centre workers in India or wherever, while speaking technically excellent english, have something odd about their cadence and speech patterns that makes it a trial for me to communicate with them.
linux.root
23-03-2011
a very well written post, unfortunately though i fear you are out of luck as far as UK mobile call centres are concerned, i would suggest explaining your issues at a few your local phone shops and see which ones are willing to offer the best in-store after care service.
stephen122333
23-03-2011
o2 have uk call centres.
Running Water
23-03-2011
O2 are all UK call centres. I'm not sure if Vodafone are 100% UK-based call centres, but I definately know that Vodafone outsource to Conduit, they have a call centre in Wales...
Stewie_C
23-03-2011
I'm leaving Orange purely because of their offshore call centre. I had a very simple question regarding my account, and I ended up speaking to four operatives in all. One of them thoought I wanted to change my package to the one I was already on, one of them was just plain agressive and wouldn't let me speak, one of them couldn't understand a word I said, and finally I got one who answered my very simple question.

I emailed them to complain about this, and lo and behold got some bloke from the UK phoning me up to talk about the problem. All he could do was be sympathetic and make nice noises - he knew what I was getting at. I am with Virgin Media, so I am used to lying, cheating and useless offshore call centres - Orange was WAAAAAAY worse than VM's, and I;d assumed that was dang near impossible!

I've always got on OK with O2 so am going back to them.
chris20
23-03-2011
asda mobile and 02 have uk ones the rest Indian
1andrew1
23-03-2011
Virgin Media's mobile call centre is based in Trowbridge, Wiltshire. They've always been very helpful whenever I've called them.
ram jam
23-03-2011
vodafone are split between rotherham, wales, liverpool and northern ireland
Knighton
23-03-2011
One of the main problems with the networks using offshore callcentres is if you complain loudly enough they hide behind accusing you of racism and just dismiss your complaints. They'd much rather dismiss you as a racist than listen to proof that their overseas callcenters provide sub-standard service.
davybhoy
23-03-2011
I have got through to both foreign and 'home nation' call centres with Orange recently
Martin Phillp
23-03-2011
Originally Posted by 1andrew1:
“Virgin Media's mobile call centre is based in Trowbridge, Wiltshire. They've always been very helpful whenever I've called them.”

I've called Virgin Mobile during the day and as you say, get through to Trowbridge and a simple task such as adding a debit card to your account is simple.

Cue 2am and you get through to India and it's such a joy!
midnightdraven
23-03-2011
Tesco mobile are UK based.
FiendishlyC
23-03-2011
Originally Posted by midnightdraven:
“Tesco mobile are UK based.”

That's because O2 provide their customer service for them.
Running Water
23-03-2011
Originally Posted by chris20:
“asda mobile and 02 have uk ones the rest Indian”

Not exactly true. Vodafone have UK centres too.

T-Mobile is in Manila in the Phillipines.
psionic
23-03-2011
I have to say that one of the reasons I've stuck with O2 all these years is they have kept UK call centres.
KieranDS
23-03-2011
Vodafone I think
Lummo
23-03-2011
My sister on O2 has got through to a foreign call centre before. It was the billing department.

From my experience, Orange have foreign and UK, And iPhone support is UK based as are higher levels of support.

T-Mobile also have both, although their foreign staff can be clueless IMO (One didn't even know they had an iPhone department)

3(current network) I have only had to contact once, and that was a foreign call centre.
Knighton
24-03-2011
It's their choice of wording which is one of the things that always annoys me. Often when you need to answer security questions they say something like "can you help me with your PIN number/account number/date of birth/etc to which I like to confuse them with "Do you want me to help you with it or do you want me to tell you it?". The subsequent pause they always give as they try to work out what I've said is classic. Also I presume in Indian languages the word for "sure" and "certain" is the same because when you really them what it is you're calling for they usually say "I will surely help you with that".

There are others, they not exactly the worst crimes in the world but it's distracting and I wish whoever wrote their scripts for them was actually British instead one of their own English speaking nationals.
Stewie_C
24-03-2011
Virgin's sales is certainly in the UK, retentions (are you thinking of leaving us option) is also in the UK. Other than that you mainly get to speak to the Indians.
madnes
24-03-2011
O2 Call cntres are uk based. The email correspondence team are off shore.
TheBigM
24-03-2011
Giffgaff is all UK, even better for you, there are no call centres at all! lol
wod1
24-03-2011
Giff gaff are Internet only for help I heard.

to the op I would deal with one of the major mobile shops as I'm sure they would be willing to help. Don't the networks have there own shops too so you could ask them maybe.
plymouthbloke1974
24-03-2011
Originally Posted by stephen122333:
“o2 have uk call centres.”

.... and they're bloody awful.
bearuk
24-03-2011
Orange are liars.

When I first enquired about joining Orange they said they were moving all their support back to the UK. A few months later I called them and they confirmed their support was UK based so I joined them.

Today I called support with a simple question. I wanted my account number (I couldn't find my old bill, which only gives me the total they are going to debit) so I could go online and look at my account in detail.

The support person I spoke to seemed to be having quite a lot of trouble with this request, then he said something about having set up an internet account for me.

At this point I asked where he was located, and he eventually told me he was in India.

It's interesting though, as others have mentioned, that when you tell them you want to cancel your contract you get to speak to someone based in the UK; I guess they don't trust the Indians to keep a customer.

I love it when they tell you you'll have to pay the balance of your contract, hoping thats going to scare you into staying.

Out of interest I called Orange sales and asked them where their support was based. They told me it was in the UK. When I asked them why I'd been put through to an Indian support centre they floundered a bit and refused to admit anything. Its rather telling that Orange aren't honest and that they feel the need to hide the fact they use India, like its some guilty secret.
SkipTracer
24-03-2011
Originally Posted by wod1:
“to the op I would deal with one of the major mobile shops as I'm sure they would be willing to help. Don't the networks have there own shops too so you could ask them maybe.”

Yes there all very helpful until you have signed the 12 month contract then its, who gives a monkeys.
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