Which operators have UK call centres?

carnivalist · 23-03-2011, 19:37

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, 20:12

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, 20:15

o2 have uk call centres.

Running Water · 23-03-2011, 20:20

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, 20:42

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, 20:43

asda mobile and 02 have uk ones the rest Indian

1andrew1 · 23-03-2011, 20:54

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, 20:55

vodafone are split between rotherham, wales, liverpool and northern ireland

Knighton · 23-03-2011, 20:56

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, 21:37

I have got through to both foreign and 'home nation' call centres with Orange recently

Martin Phillp · 23-03-2011, 21:45

Quote:

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, 21:48

Tesco mobile are UK based.

FiendishlyC · 23-03-2011, 22:04

Quote:

Originally Posted by midnightdraven

Tesco mobile are UK based.

That's because O2 provide their customer service for them.

Running Water · 23-03-2011, 22:15

Quote:

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, 23:03

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, 23:07

Vodafone I think

Lummo · 23-03-2011, 23:10

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, 06:18

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, 07:11

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, 07:24

O2 Call cntres are uk based. The email correspondence team are off shore.

TheBigM · 24-03-2011, 08:18

Giffgaff is all UK, even better for you, there are no call centres at all! lol

wod1 · 24-03-2011, 09:13

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, 11:59

Quote:

Originally Posted by stephen122333

o2 have uk call centres.

.... and they're bloody awful.

bearuk · 24-03-2011, 19:46

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, 19:55

Quote:

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.

23-03-2011, 19:37	#1
carnivalist Forum Member Join Date: Jul 2005 Posts: 4,412	Which operators have UK call centres? 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.

23-03-2011, 20:12	#2
linux.root Forum Member Join Date: Sep 2009 Posts: 270	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.

23-03-2011, 20:15	#3
stephen122333 Forum Member Join Date: Apr 2010 Location: London Posts: 835	o2 have uk call centres.

23-03-2011, 20:20	#4
Running Water Forum Member Join Date: Jan 2008 Posts: 768	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...

23-03-2011, 20:42	#5
Stewie_C Forum Member Join Date: Dec 2006 Posts: 1,715	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.

23-03-2011, 20:43	#6
chris20 Guest Join Date: Jun 2005 Posts: 3,556	asda mobile and 02 have uk ones the rest Indian

23-03-2011, 20:54	#7
1andrew1 Forum Member Join Date: Feb 2009 Posts: 3,981	Virgin Media's mobile call centre is based in Trowbridge, Wiltshire. They've always been very helpful whenever I've called them.

23-03-2011, 20:55	#8
ram jam Forum Member Join Date: Jul 2007 Location: Barnsley Posts: 272	vodafone are split between rotherham, wales, liverpool and northern ireland

23-03-2011, 20:56	#9
Knighton Inactive Member Join Date: Oct 2009 Location: Space Posts: 634	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.

23-03-2011, 21:37	#10
davybhoy Forum Member Join Date: May 2006 Location: Belfast Posts: 1,241	I have got through to both foreign and 'home nation' call centres with Orange recently

23-03-2011, 21:45	#11
Martin Phillp Forum Member Join Date: Sep 2001 Location: London Posts: 20,282	Quote: 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!

23-03-2011, 21:48	#12
midnightdraven Forum Member Join Date: Mar 2009 Location: Chester, UK (Winter Hill) Posts: 344	Tesco mobile are UK based.

23-03-2011, 22:04	#13
FiendishlyC Forum Member Join Date: Jan 2008 Posts: 88	Quote: Originally Posted by midnightdraven Tesco mobile are UK based. That's because O2 provide their customer service for them.

23-03-2011, 22:15	#14
Running Water Forum Member Join Date: Jan 2008 Posts: 768	Quote: 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.

23-03-2011, 23:03	#15
psionic Forum Member Join Date: May 2002 Location: Crystal Palace TX Posts: 19,702	I have to say that one of the reasons I've stuck with O2 all these years is they have kept UK call centres.

23-03-2011, 23:07	#16
KieranDS Forum Member Join Date: Nov 2010 Location: London Posts: 15,938	Vodafone I think

23-03-2011, 23:10	#17
Lummo Forum Member Join Date: Mar 2007 Posts: 6,737	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.

24-03-2011, 06:18	#18
Knighton Inactive Member Join Date: Oct 2009 Location: Space Posts: 634	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.

24-03-2011, 07:11	#19
Stewie_C Forum Member Join Date: Dec 2006 Posts: 1,715	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.

24-03-2011, 07:24	#20
madnes Forum Member Join Date: Jul 2006 Location: Merseyside Posts: 1,068	O2 Call cntres are uk based. The email correspondence team are off shore.

24-03-2011, 08:18	#21
TheBigM Forum Member Join Date: Aug 2004 Location: moon Posts: 12,983	Giffgaff is all UK, even better for you, there are no call centres at all! lol

DS Forums

Which operators have UK call centres?

24-03-2011, 09:13	#22
wod1 Forum Member Join Date: Sep 2001 Location: west yorkshire Posts: 6,082	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.

24-03-2011, 11:59	#23
plymouthbloke1974 Forum Member Join Date: Aug 2001 Location: Destination: Hard Brexit Posts: 6,368	Quote: Originally Posted by stephen122333 o2 have uk call centres. .... and they're bloody awful.

24-03-2011, 19:46	#24
bearuk Forum Member Join Date: May 2007 Posts: 4	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.

24-03-2011, 19:55	#25
SkipTracer Forum Member Join Date: Feb 2009 Location: The City and County of Bristol Posts: 2,623	Quote: 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.