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Which operators have UK call centres?
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unklesam
24-03-2011
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
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
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
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
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
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
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
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
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
I've always gone through to UK call centres with Vodafone.
mojoba
03-12-2015
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
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
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
Vodafone have a call centre in Kilmarnock in Scotland.
engineermoore
03-12-2015
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
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
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
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
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
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
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
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
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
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
Originally Posted by TTTV:
“Not forgetting Sunderland.”

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