Customer service centre location

[#1]

Quote

I find this ominous

How is integrate and migrate an instruction to oursource?
The Durban call centre already existed. They operated with varying tools with which to provide support to the Brightview customer base. They didnt have the automation and huge benefits and efficiencies that Workplace gives us. We migrated all of their customers into Workplace, taught the support teams how to use it and they gained the same efficiencies we have.
I have no idea what the salaries for SA are, only that we have never been a company for scrimping on salaries. we want to pay well for good staff.
As we arent losing UK staff I believe our costs will remain as they are.
Edit for spelling

[#2]

To repeat myself, this is not "Outsourcing" as the Brightview call centre is owned by BT and managed by PlusNet.

[#3]

Thanks - will BT retail be sharing any of Brightview's resources?

[#4]

If nothing else it gives the staff and management a damn good excuse to have free trips to RSA

[#5]

No is the simple answer axis.

[#6]

I wish George

[#7]

Quote from: axisofevil

I find this ominous because BT have obviously instructed Plusnet to begin outsourcing to a pre-existing company - where all the staff have to be completely retrained and re-educated in the concept of "customer service". In time I would expect to see home customers being dealt with by South Africa, whilst premium rate services (business lines etc) will be dealt with by the UK.

You really should try reading your own sig., axis:
"If it was so, it might be; and if it were so, it would be; but as it isn't, it ain't." !
As for me, I've been happy with PN' s CS for many years and I believe they know it's one of their main selling points. Until there is any evidence that this has been compromised  I'm not going to get my knickers in a twist......

[#8]

Quote from: Heloman

You really should try reading your own sig., axis: "If it was so, it might be; and if it were so, it would be; but as it isn't, it ain't." !

Good point. 

[#9]

To Mark of Plus Net
I wasn't accusing the the Plusnet staff of BSing us, I have nothing but respect for Plusnet and all who work for them, which is one of the reasons I am here.
My point was that you can only tell us what you currently know and we have to take that on trust, I DO trust Plusnet and it's staff but not the company that now owns Plusnet and if they decide to do anything differently, then thats what will be done, in the meantime, as I stated clearly in my earlier post, I intend to stay with Plusnet at the moment and to see what develops.
Again, as stated earlier, I have had very little need to use the support centre and if that carries on then it really won't matter where the support comes from.
I had no idea at the time that the Waitrose support was going to be one and the same as the SA Plusnet base, but what I stated still stands, I did have to call them 3 or 4 times before I got someone who knew absolutely what they were talking about and could fix my problem, so quality of training at that time was less than perfect.
If everything that Plusnet staff have told us in the threads on this subject remain the same then I for one will stay with Plusnet.
Regards
Pete

[#10]

I am amazed at this and the other thread.
Plusnet  are one of the most responsive companies to their customers I have ever come across. Their service is unique not just because they have a UK service centre but because  they consult with customers a  lot and look to balance support through the forums (a lot of plusnet staff post here) selfservice  as well as on the phone.
The problem is that plusnet look increasingly costly compared to other providers. If they are losing market share in what  a lot of people would see as a commodity market then I would expect to see more specialist products so they are able to differentiate themselves from SKY aol orange etc and more cost saving. They have to make an honest profit out of this business.
Give it a chance. THere is still a gulf between the plusnet service and that operated by the big players so there is still room to manoeuvre.

[#11]

Since I rarely phone Customer Service but use tickets I wold want to be assured that the service remains as efficient as possible.
I do not phone as I have a hearing problem so I find many staff not easy to understand regardless of where they come from.

[#12]

Interesting to see how this has changed since put up. Initialy the I don't mind as long as I got good service was dominant - but now it is much more equal. 40/60.
Maybe I worded the top question badly - as maybe I meant "That guarantees to maintain a 24/7 call centre ONLY in UK", as second question implies what the proposals are.
So maybe 40% of respondents are not happy ?. - if so thats a substantial proportion of the customer base.

[#13]

That's assuming that the 70 votes can be extrapolated out accross the 300,000 plus net subscribers.
I know that having a UK only call centre  was the tipping point for my sister coming to PlusNet.

[#14]

Quote from: Mav

I am fed up with having to repeat myself to CS in companies where English is not their main language. It's not just misunderstanding of words but also the misinterpretation of meaning. It's frustrating, time-wasting and, to me, rude.

I agree with you!

[#15]

Only thing worse than having to repeat yourself is getting stuck in an automated system that doesn't actually service your query (turning a service on or off for example) and leads you to recorded information advising something you've already tried but hasn't worked hence your desire to speak to a human being  *cough* BT *cough*
but I'm a big fan of IVR that works for stuff like paying a credit card bill as its quick and doesn't require you to hold and then repeat info you have keyed in