I saw this program about fraud in telcos in Australia on the Current Affair where some members of the public were not aware that their phone company has changed from telco X to telco Y without their authorisation. After reading Chakra’s personal experience on this issue, I believe this problem is rampant within Australia. The most damaging issue is that the fraud episode that I watched on TV was committed by an Indian from an call centre operating apparently from India. My immediate problem was that the next day six out of ten callers the next day to my office were asking me where I was based, and quite frankly, I am aware that most of them do not beleive when I tell them I work in Australia.
After this latest episode on TV, I cannot blame them. In the episode an elderly gentleman was shown playing a phone recording that he obtained from the telco Y, his details repeated to a recording and then agreeing to the terms and conditions of the new service. It did not take a rocket scientist to figure out whether the voice was Indian or that of an elderly Australian gent. The report also said that the employee was subsequently fired from the organisation.
In another part of the same episode, a lady is shown not agreeing to the marketing offer on the phone, again the voice is from overseas, apparently India. The lady then gets a message on her answering machine, swearing at her with the most abusive words possible.
After all this, who would want to believe an Indian voice on the phone ? Of course, there are always two sides to the story, but, in any country with such episodes shown on primetime TV, who would want to believe ? Makes me wonder.
February 16, 2006 at 9:30 pm
This kind of marketing concept , sales , so called service..originated from the west. Once upon a time the east used to be so conservative and not invest in such ideas. That is not the case anymore.
Most of the Indians (Asians) who work in call centers work day in- sorry night in and out for supporting thousands of customer calls. Hands off to them. You should blame the company that has certain marketing certain practices. If the guy was not polite that is wrong. But this should reflect upon the company he is working for as well. Did they name those companies and question their policies on prime TV.
There is a code of conduct – similarly there is a time for work and time for sleep. The outsourcing companies should know that. When I get a call I dont give my details or dont get cheated but I reply politely.
I except the same from the other side too..it was mostly true…
I would complain if I have an american doing IT customer support or even a bank customer service person..
It is hard to explain any logic to them.
But unfortunately I had a very bad experience with
Bank of America customer service – An American lady that overcharged me for sending money to India.
She couldnt get my name and kept repeating the same thing like a parrot…No Maam..
May be we should air that on prime TV.
In the case of India it is hard to find a number to complain or call..
Something funny about Indian companies though..Try calling Air India..Try getting a number to call air India and specify your meals..Its hard even to get the number..I got it from an americans (personal) web site!!!
Try cancelling a cell phone service in India..I bet it takes few seconds to sign up for one..
See the west cannot complain for everything.. They and their money swindling companies.
They want to keep complaining..first they want a person not a machine, now there is a person..now they want that person to have an accent and white skin..what rubbish. They ahve an 1800 number even for colgate tooth
paste…Like I will have questions right from I wake up..
February 17, 2006 at 8:15 am
Priya – thanks for visiting my blog. Your comments are right and accurate, I meant to write in the post that the individual is not to be blamed the organisation is the one to be blamed.
I wonder why that Colgate 1800 number is there for ? Maybe, the conversation goes like this –
Good Morning – I have a problem, I cannot squeeze the tube, there is no paste coming out, I need to brush my teeth right now !! I demand to speak to your supervisor, someone should solve this issue in 15 mins so that I can squeeze the paste out.
March 2, 2006 at 12:33 am
hello i happened to see ur blog listed on a site that had a list of indian blogs from around the world and i was looking for an aussie one.interesting blogs!easy to read and something we can relate to!keep it up!
March 2, 2006 at 5:48 am
Hello Sums, thanks for visiting my blog. Keep visiting.