Quote:
Originally Posted by _Lisa_
I agree, most of our agents do have strong accents, a mix of hindi with british english makes for a very different sound than what we're used to. I also think that their inability to stray from the scripts they're given add to the frustration, but you gotta blame management for that, the agents are just doing what they're told to do then.
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Trust me, this is a HUGE problem even when dealing with Indian call-center workers in India. Every month, without fail, they screw something up on my mom's cellphone bill. The latest fiasco involved her attempting to pay her bill online and it not working, informing her she had to register her phone numbers first. This did not work, so she called the call-center for help, only to be told that this simply wasn't possible. She attempted to use logic on the guy, asking him how exactly it was possible that she couldn't do something that they'd told her to do on the bottom of her bill, and all he could do was just insist that it wasn't possible. I'm guessing this is because that's all he's been 'taught' to say. Once in a way she gets someone who has the ability to think outside the box, but it's a rare occurrence.
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