Customer Service Problems

[adkinsjm]

Has anyone noticed that you can only get through to the call center in the Phillipines lately? I usually have to call back just to make sure what I wanted was done or the language barrier was too great.

[Bill R]

Have you asked the CSR where they are? Convergys (who does the call center support for DirecTV) has 48 call centers (with 48,000 employees) all over the world. While not all of the call centers handle calls for DirecTV, many more that just a couple get the calls for DirecTV. It could just be the time of day, or the call routing (from your area code) that makes it seem like you are always getting one call center.

I haven't had to call DirecTV lately, but the last few times that I did, I got one of the call center in India. It seems that they are handling a LOT of the calls for DirecTV now. I once complained to Convergys about not being able to understand the person in their India call centers and during the course of the call the person that I talked to at Convergys mentioned that it costs 80 percent less to have the India call center answer a call than it does for the U.S. call centers and I ought to be happy that my DirecTV service is lower because they are saving money by using the overseas call centers (she didn't mention all the U.S. jobs that are lost or the fact they in India, Convergys is only paying the people one sixth of what U.S. call center people make).

[Jacob S]

Why is this in the Dish Network Forum if this pertains to DirecTv Customer Service?

[Zach2]

Both CSR's have English speaking problems. I know because I have both. Also, many of them don't really know anything except how to add programming and most don't know what channels are there.

[HTguy]

"Customer Service" is basically an oxymoron when you're talking about a call center.

I've experienced some surprisingly pleasant exceptions. But exeptions prove the rule.