Dr. Csaba Gabor

New York City

Programmer

I'm not a BT customer, so maybe BT has a model call overseas call center, but in the past several years, my experience with overseas call centers have been negative.

Mind, I have absolutely nothing against the concept - if I call, I just want help, delivered in a professional way, and I don't care where it is coming from. Unfortunately, I have found the quality control to be extremely low.

For example, I had a problem with my VoIP provided by Lingo.com (in theory, this company provides a useful service, but its (non overseas) customer service is one of the worst I've ever encountered). Fortunately, tech support is markedly better. In this instance I got an overseas guy, and after a while it turned out he had never used or seen the product before!!! This is quality?

A second issue is that sometimes you really do need to reach the customer service in your own country. For example, there may be specific shipping issues or power conversion issues or other issues that are beyond the scope of the call center, and only the home country rep is authorized or can deal with it. In these cases it is imperative to be transferred efficiently.