Which operators have UK call centres?

unklesam · 24-03-2011, 20:41

First time in 6 years?? You are lucky, 90% of the time when I phone Orange i'm put through to Indian. I don't mind foreign call centres if they had a decent level of English but the just don't understand but I think half the time the connection is crap and they can't half hear you

psionic · 24-03-2011, 21:09

Quote:

Originally Posted by bearuk

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.

I don't think there are any networks that don't mind if you leave your contract early without paying.

This isn't something unique to Orange

linux.root · 25-03-2011, 00:20

when i originally registered my 3 Sim the the operator couldn't understand my accent and entered my name phonetically into the system, it was some months later before i realised as i tried to register a credit card and was told the account was not in my name! I will give the indian staff credit for sorting it out promptly, i find them both polite and efficient, i put the blame for this on the big companies as this kind of situation arrises through directing queries to staff that do not understand regional accents.

craggers · 25-03-2011, 00:34

To me it's not the communication , its the quality of the line. When you are faced with trying to understand an accent against a poor line you just aren't going to win. At least with a high quality line you have half chance!

burneside · 25-03-2011, 09:51

Quote:

Originally Posted by craggers

To me it's not the communication , its the quality of the line. When you are faced with trying to understand an accent against a poor line you just aren't going to win. At least with a high quality line you have half chance!

I think that is the main problem for all companies that use foreign call centres. When booking tickets with First Great Western it's like using tin cans and a piece of string, only not as good.

1andrew1 · 25-03-2011, 11:05

Quote:

Originally Posted by Stewie_C

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.

Virgin's mobile calls are handled separately from the fixed line/broadband/tv side. From an earlier post, it appears that the Trowbridge call centre is used during the day (when the vast majority of calls will be made) and India overnight.

BrookeBond · 01-04-2011, 17:29

Vodafone has call centres in the UK and Eygpt. The call centre in the two countries are very good indeed - no faults whatever, first class service.

Brooke Bond

Gormond · 01-04-2011, 17:43

I think O2 are the only network that you are guaranteed to speak to someone in the UK, the rest are a mix.

Knighton · 01-04-2011, 19:43

Quote:

Originally Posted by BrookeBond

Vodafone has call centres in the UK and Eygpt. The call centre in the two countries are very good indeed - no faults whatever, first class service.

Brooke Bond

Now I know you're being sarcastic. Voda's Egyptian callcentre is awful, as bad as an Indian one.

tony le mesmer · 01-04-2011, 22:19

I've always gone through to UK call centres with Vodafone.

mojoba · 03-12-2015, 19:19

Hi I am looking to change mobile operators as Vodafone did have UK call centers but not anymore, at least not past 5pm. The operators I spoke to didn't seem to understand that I have two phones and when I called to connect a sim to a new upgrade they managed to disconnect my other phone and have been unable to sort out the problem!

I hope o2 are still UK based.

moox · 03-12-2015, 19:21

It's not so much about where they are based, but how well they are trained, or how much initiative they're given to resolve problems.

You can have horrific UK call centres.

lightspeed2398 · 03-12-2015, 19:23

Wow old thread. Last I spoke to Vodafone they weren't UK but they were still very good at getting my problem solved.

Three isn't UK based except for the highest levels, I think EE were moving it all back to the UK and o2 have been UK for a long time I think.

It's important to remember though that just because they're foreign it doesn't mean they're crap but it does in general I think suggest that the operator isn't as keen to invest in the best customer service and getting issues post-sale resolved.

Everything Goes · 03-12-2015, 20:44

Vodafone have a call centre in Kilmarnock in Scotland.

engineermoore · 03-12-2015, 21:15

Quote:

Originally Posted by Everything Goes

Vodafone have a call centre in Kilmarnock in Scotland.

That is basically overseas.... even for someone who lives in Scotland

plymouthbloke1974 · 03-12-2015, 21:35

Quote:

Originally Posted by lightspeed2398

Wow old thread. Last I spoke to Vodafone they weren't UK but they were still very good at getting my problem solved.

Three isn't UK based except for the highest levels, I think EE were moving it all back to the UK and o2 have been UK for a long time I think.

It's important to remember though that just because they're foreign it doesn't mean they're crap but it does in general I think suggest that the operator isn't as keen to invest in the best customer service and getting issues post-sale resolved.

EE's CS is now 70% UK based and more repatriation is underway to take this above 90% by the end of next year. Orange does have some UK staff but not as many and most of T-Mobile is overseas. That is unlikely to change...

Gigabit · 03-12-2015, 22:03

Quote:

Originally Posted by plymouthbloke1974

EE's CS is now 70% UK based and more repatriation is underway to take this above 90% by the end of next year. Orange does have some UK staff but not as many and most of T-Mobile is overseas. That is unlikely to change...

Most of T-Mobile/EE is UK-based; most of Orange is overseas.

Aye Up · 03-12-2015, 22:06

Quote:

Originally Posted by Gigabit

Most of T-Mobile/EE is UK-based; most of Orange is overseas.

Erm..........I would trust him on what he says

d123 · 03-12-2015, 22:16

Quote:

Originally Posted by Gigabit

Most of T-Mobile/EE is UK-based; most of Orange is overseas.

lol

Nothing like arguing with staff about where staff are located

.

Synthetic42 · 03-12-2015, 22:24

EE sales and tech support is UK, there's a call centre up here in Newcastle, one in Darlington and I think there's one down south near Plymouth?

I did get through to somewhere not in the UK when I called retentions mind, so it seems they might have different departments in different areas.

Mark in Essex · 03-12-2015, 22:50

I was with Vodafone for many years and always got through to UK call centers and they were crap so left for Three and have not had a problem with their call centers (think it's India).

It all depends on the quality of the staff and training wherever in the world they are - you can have crap UK call centers, good UK ones and the same in any country.

plymouthbloke1974 · 03-12-2015, 22:51

Quote:

Originally Posted by Synthetic42

EE sales and tech support is UK, there's a call centre up here in Newcastle, one in Darlington and I think there's one down south near Plymouth?

I did get through to somewhere not in the UK when I called retentions mind, so it seems they might have different departments in different areas.

Plymouth, eh?

UK sites include, Plymouth, Darlington, Derby, North Tyneside (2 sites), Merthyr Tydfill, Greenock and Belfast. There are also centres in the Irish Republic.

jchamier · 03-12-2015, 23:05

Quote:

Originally Posted by plymouthbloke1974

Plymouth, eh?

UK sites include, Plymouth, Darlington, Derby, North Tyneside (2 sites), Merthyr Tydfill, Greenock and Belfast. There are also centres in the Irish Republic.

I spoke to someone in Tyneside today. Was quick and painless.

TTTV · 03-12-2015, 23:43

Quote:

Originally Posted by plymouthbloke1974

Plymouth, eh?

UK sites include, Plymouth, Darlington, Derby, North Tyneside (2 sites), Merthyr Tydfill, Greenock and Belfast. There are also centres in the Irish Republic.

Not forgetting Sunderland.

Aye Up · 04-12-2015, 01:28

Quote:

Originally Posted by TTTV

Not forgetting Sunderland.

I was going to jump in with that, you beat me (by quite a few hours).

03-12-2015, 19:19	#36
mojoba Forum Member Join Date: Feb 2012 Posts: 2	Vodafone NOT UK call center Hi I am looking to change mobile operators as Vodafone did have UK call centers but not anymore, at least not past 5pm. The operators I spoke to didn't seem to understand that I have two phones and when I called to connect a sim to a new upgrade they managed to disconnect my other phone and have been unable to sort out the problem! I hope o2 are still UK based.

24-03-2011, 20:41	#26
unklesam Forum Member Join Date: Jul 2010 Posts: 996	First time in 6 years?? You are lucky, 90% of the time when I phone Orange i'm put through to Indian. I don't mind foreign call centres if they had a decent level of English but the just don't understand but I think half the time the connection is crap and they can't half hear you

24-03-2011, 21:09	#27
psionic Forum Member Join Date: May 2002 Location: Crystal Palace TX Posts: 19,702	Quote: Originally Posted by bearuk 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. I don't think there are any networks that don't mind if you leave your contract early without paying. This isn't something unique to Orange

25-03-2011, 00:20	#28
linux.root Forum Member Join Date: Sep 2009 Posts: 270	when i originally registered my 3 Sim the the operator couldn't understand my accent and entered my name phonetically into the system, it was some months later before i realised as i tried to register a credit card and was told the account was not in my name! I will give the indian staff credit for sorting it out promptly, i find them both polite and efficient, i put the blame for this on the big companies as this kind of situation arrises through directing queries to staff that do not understand regional accents.

25-03-2011, 00:34	#29
craggers Forum Member Join Date: Dec 2003 Location: Preston Posts: 3,605	To me it's not the communication , its the quality of the line. When you are faced with trying to understand an accent against a poor line you just aren't going to win. At least with a high quality line you have half chance!

25-03-2011, 09:51	#30
burneside Forum Member Join Date: Feb 2005 Location: Isle of Dogs Posts: 2,157	Quote: Originally Posted by craggers To me it's not the communication , its the quality of the line. When you are faced with trying to understand an accent against a poor line you just aren't going to win. At least with a high quality line you have half chance! I think that is the main problem for all companies that use foreign call centres. When booking tickets with First Great Western it's like using tin cans and a piece of string, only not as good.

25-03-2011, 11:05	#31
1andrew1 Forum Member Join Date: Feb 2009 Posts: 3,981	Quote: Originally Posted by Stewie_C 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. Virgin's mobile calls are handled separately from the fixed line/broadband/tv side. From an earlier post, it appears that the Trowbridge call centre is used during the day (when the vast majority of calls will be made) and India overnight.

01-04-2011, 17:29	#32
BrookeBond Forum Member Join Date: Dec 2004 Posts: 102	Vodafone has call centres in the UK and Eygpt. The call centre in the two countries are very good indeed - no faults whatever, first class service. Brooke Bond

01-04-2011, 17:43	#33
Gormond Forum Member Join Date: Jul 2006 Location: Scotland Posts: 15,714	I think O2 are the only network that you are guaranteed to speak to someone in the UK, the rest are a mix.

01-04-2011, 19:43	#34
Knighton Inactive Member Join Date: Oct 2009 Location: Space Posts: 634	Quote: Originally Posted by BrookeBond Vodafone has call centres in the UK and Eygpt. The call centre in the two countries are very good indeed - no faults whatever, first class service. Brooke Bond Now I know you're being sarcastic. Voda's Egyptian callcentre is awful, as bad as an Indian one.

01-04-2011, 22:19	#35
tony le mesmer Forum Member Join Date: Jan 2006 Posts: 802	I've always gone through to UK call centres with Vodafone.

03-12-2015, 19:21	#37
moox Forum Member Join Date: Oct 2004 Posts: 14,645	It's not so much about where they are based, but how well they are trained, or how much initiative they're given to resolve problems. You can have horrific UK call centres.

03-12-2015, 19:23	#38
lightspeed2398 Forum Member Join Date: Feb 2015 Posts: 1,325	Wow old thread. Last I spoke to Vodafone they weren't UK but they were still very good at getting my problem solved. Three isn't UK based except for the highest levels, I think EE were moving it all back to the UK and o2 have been UK for a long time I think. It's important to remember though that just because they're foreign it doesn't mean they're crap but it does in general I think suggest that the operator isn't as keen to invest in the best customer service and getting issues post-sale resolved.

03-12-2015, 20:44	#39
Everything Goes Forum Member Join Date: Mar 2002 Location: In the future.... Posts: 11,259	Vodafone have a call centre in Kilmarnock in Scotland.

03-12-2015, 21:15	#40
engineermoore Forum Member Join Date: May 2015 Posts: 84	Quote: Originally Posted by Everything Goes Vodafone have a call centre in Kilmarnock in Scotland. That is basically overseas.... even for someone who lives in Scotland

03-12-2015, 21:35	#41
plymouthbloke1974 Forum Member Join Date: Aug 2001 Location: Destination: Hard Brexit Posts: 6,368	Quote: Originally Posted by lightspeed2398 Wow old thread. Last I spoke to Vodafone they weren't UK but they were still very good at getting my problem solved. Three isn't UK based except for the highest levels, I think EE were moving it all back to the UK and o2 have been UK for a long time I think. It's important to remember though that just because they're foreign it doesn't mean they're crap but it does in general I think suggest that the operator isn't as keen to invest in the best customer service and getting issues post-sale resolved. EE's CS is now 70% UK based and more repatriation is underway to take this above 90% by the end of next year. Orange does have some UK staff but not as many and most of T-Mobile is overseas. That is unlikely to change...

03-12-2015, 22:03	#42
Gigabit Forum Member Join Date: Aug 2014 Location: United Kingdom Posts: 2,887	Quote: Originally Posted by plymouthbloke1974 EE's CS is now 70% UK based and more repatriation is underway to take this above 90% by the end of next year. Orange does have some UK staff but not as many and most of T-Mobile is overseas. That is unlikely to change... Most of T-Mobile/EE is UK-based; most of Orange is overseas.

03-12-2015, 22:06	#43
Aye Up Forum Member Join Date: Mar 2001 Location: North West Posts: 4,885	Quote: Originally Posted by Gigabit Most of T-Mobile/EE is UK-based; most of Orange is overseas. Erm..........I would trust him on what he says

03-12-2015, 22:16	#44
d123 Forum Member Join Date: Jul 2007 Posts: 3,993	Quote: Originally Posted by Gigabit Most of T-Mobile/EE is UK-based; most of Orange is overseas. lol Nothing like arguing with staff about where staff are located .

03-12-2015, 22:24	#45
Synthetic42 Forum Member Join Date: Oct 2012 Location: Newcastle Posts: 1,510	EE sales and tech support is UK, there's a call centre up here in Newcastle, one in Darlington and I think there's one down south near Plymouth? I did get through to somewhere not in the UK when I called retentions mind, so it seems they might have different departments in different areas.

03-12-2015, 22:50	#46
Mark in Essex Forum Member Join Date: Mar 2005 Posts: 3,644	I was with Vodafone for many years and always got through to UK call centers and they were crap so left for Three and have not had a problem with their call centers (think it's India). It all depends on the quality of the staff and training wherever in the world they are - you can have crap UK call centers, good UK ones and the same in any country.

DS Forums

Which operators have UK call centres?

03-12-2015, 22:51	#47
plymouthbloke1974 Forum Member Join Date: Aug 2001 Location: Destination: Hard Brexit Posts: 6,368	Quote: Originally Posted by Synthetic42 EE sales and tech support is UK, there's a call centre up here in Newcastle, one in Darlington and I think there's one down south near Plymouth? I did get through to somewhere not in the UK when I called retentions mind, so it seems they might have different departments in different areas. Plymouth, eh? UK sites include, Plymouth, Darlington, Derby, North Tyneside (2 sites), Merthyr Tydfill, Greenock and Belfast. There are also centres in the Irish Republic.

03-12-2015, 23:05	#48
jchamier Forum Member Join Date: Mar 2000 Location: This forum Posts: 3,392	Quote: Originally Posted by plymouthbloke1974 Plymouth, eh? UK sites include, Plymouth, Darlington, Derby, North Tyneside (2 sites), Merthyr Tydfill, Greenock and Belfast. There are also centres in the Irish Republic. I spoke to someone in Tyneside today. Was quick and painless.

03-12-2015, 23:43	#49
TTTV Forum Member Join Date: Aug 2006 Location: 🇬🇧 Posts: 1,362	Quote: Originally Posted by plymouthbloke1974 Plymouth, eh? UK sites include, Plymouth, Darlington, Derby, North Tyneside (2 sites), Merthyr Tydfill, Greenock and Belfast. There are also centres in the Irish Republic. Not forgetting Sunderland.

04-12-2015, 01:28	#50
Aye Up Forum Member Join Date: Mar 2001 Location: North West Posts: 4,885	Quote: Originally Posted by TTTV Not forgetting Sunderland. I was going to jump in with that, you beat me (by quite a few hours).