quickmover
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Delta Reservations Can't Speak English

Tue Aug 23, 2005 11:03 pm

Delta backed up my departure time enough to foul up my ATL connection and I've spent a couple of hours trying to make other arraingments. I have made 3 calls this morning to Delta reservations and not one CSA could speak clear English. No offense intended towards multi lingual people, but the far eastern accent was so heavy, that I could barely understand what they were saying. Isn't it important to communicate well?
 
rlwynn
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RE: Delta Reservations Can't Speak English

Tue Aug 23, 2005 11:06 pm

Not as important as saving money.
I can drive faster than you
 
ThaiboynMexico
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RE: Delta Reservations Can't Speak English

Tue Aug 23, 2005 11:09 pm

I'm really sorry but how do you know that it is far-eastern accent? Often call centers are located abroad. Delta Airline's Latin American reservation call center is in Santiago de Chile. If you call from the U.S. or Mexico, there's no way you could tell that you are calling Chile. So I am really curious what you mean by far-eastern. I'd be surprised that Delta call center be in the Far East or hire staff of far-eastern origin.
 
lsgg
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RE: Delta Reservations Can't Speak English

Tue Aug 23, 2005 11:09 pm

In my opinion, that's not serious at all !
If you work in aviation, you MUST speak English, that's all !!!  grumpy 
Swissair forever !
 
lsgg
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RE: Delta Reservations Can't Speak English

Tue Aug 23, 2005 11:11 pm

However I'm agree some accents are difficult to understand for someone, there is nothing to do unfortunately...

[Edited 2005-08-23 16:12:44]
Swissair forever !
 
quickmover
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RE: Delta Reservations Can't Speak English

Tue Aug 23, 2005 11:15 pm

"I'm really sorry but how do you know that it is far-eastern accent? Often call centers are located abroad. "

I would say that these call centers were abroad for certain. I'm ok with that if I can understand what they are saying. One sounded Oriental the other was perhaps India?
 
Cory6188
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RE: Delta Reservations Can't Speak English

Tue Aug 23, 2005 11:15 pm

You were most likely speaking with oustsourced res agents in India. The general consensus is that, unless you're simply booking a new reservation without any complex issues, they're useless for anything beyond that.
 
MAH4546
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RE: Delta Reservations Can't Speak English

Tue Aug 23, 2005 11:16 pm

Quoting ThaiboynMexico (Reply 2):
I'd be surprised that Delta call center be in the Far East or hire staff of far-eastern origin.

One of Delta's main call centers is in India.

I usuallyg et connected through the India res centre and have never had a problem. Most Indians speak better English than Americans do.

[Edited 2005-08-23 16:21:14]
a.
 
IADLHR
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RE: Delta Reservations Can't Speak English

Tue Aug 23, 2005 11:16 pm

One time I had to call DL after my flight to MIA was canceled. They thought I was saying Milan and tried to rebook me to Milan. It took 5 calls to them to get someone who spoke clear English. One of the calls I thought I heard a baby cry in the background. I told that to a FA at DL and she said that could well have been the case.

She had heard that there had been outsourcing to foreign countries where people could work from home as they schedule allowed.

A friend of mine was trying to book a flight to Panama City, Florida and the reservations agentr thought he meant the country of Panama.

I do think that from my experience and other storeis I have heard that DL now has far and away the worst possible customer service when it comes to reservations call centers.

This business of airlines outsourcing or outsourcing in general is a bad, bad, bad idea. Look at the current situation and the catering issues with BA. Tjhis ghastly mess with DL is another example.
 
mtnmanmakalu
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RE: Delta Reservations Can't Speak English

Tue Aug 23, 2005 11:17 pm

Welcome to the USA- because of the political correctness of this Country, the Government won't declare an official language so before long, if you speak English, you will be the minority!!

I agree that it is frustrating and it pisses me off when people in the customer service industry act irritated that you ARE speaking English to them!!!

mtnman  crazy 
I do, I don't, whatever.......
 
quickmover
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RE: Delta Reservations Can't Speak English

Tue Aug 23, 2005 11:19 pm

"The general consensus is that, unless you're simply booking a new reservation without any complex issues, they're useless for anything beyond that."

I agree. Delta put me on a wait list for a flight to my original destination and I was checking on that this morning, but I don't think they understood what I was asking and I couldn't understand their answers.

Saving money is fine, but these people are in essence, Delta's sales force. Not a good place to cut corners IMO.
 
akelley728
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RE: Delta Reservations Can't Speak English

Tue Aug 23, 2005 11:22 pm

Quoting ThaiboynMexico (Reply 2):
So I am really curious what you mean by far-eastern. I'd be surprised that Delta call center be in the Far East or hire staff of far-eastern origin.

It's well-known amont Delta frequent-fliers that Delta not only has one, but three Indian call centers (they had four before shutting one down last year). There is one run by Daksh in New Delhi, and by Wipro-Spectramind in Mumbai and Pune. A good percentage of Delta calls from the US get routed to the Indian call centers.

There was some controversy last year when Delta had the audacity to propose a $10 fee for the privilege of speaking to someone in a U.S. based call center. Needless to say that idea didn't take off.
 
ikramerica
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RE: Delta Reservations Can't Speak English

Tue Aug 23, 2005 11:25 pm

Quoting ThaiboynMexico (Reply 2):
I'm really sorry but how do you know that it is far-eastern accent? Often call centers are located abroad. Delta Airline's Latin American reservation call center is in Santiago de Chile. If you call from the U.S. or Mexico, there's no way you could tell that you are calling Chile. So I am really curious what you mean by far-eastern. I'd be surprised that Delta call center be in the Far East or hire staff of far-eastern origin.

What are you talking about? The world doesn't revolve around Latin America, sorry to say. Delta may have outsourced their call centers to India, as so many other US companies have, and thus his communication problem. Yes, Indians do speak English for the most part. The problem is, the more companies outsource call centers to India, the MORE Indians that get hired to speak English, which means you are more and more likely to find one who doesn't speak American style English clearly enough to communicate with American English speakers who are not used to talking to Indian English speakers.

Further, these call centers provide scripts and buzzwords to the employees to help them 'solve' problems, but if the problem is off script, they can't handle it. I'd have the same problem staffing a French call center. I can speak it okay and understand it pretty well, but if someone started yelling at me in French or speaking really fast or using some obscure words, I'd probably freeze up.

If he got three different people with strong far-Eastern accents, it's likely he was speaking to an Indian call center. Considering Delta has been closing down US call centers lately, like here in Los Angeles for instance, this is a very likely thing. If not Indian, then another South East Asian nation with a large population of English speakers.

And it isn't a matter of 'get over it you silly Americans' as i know that the same problems can happen in any language. Some accents and subdialects of Spanish spoken in some places are so different than those spoken in others that the same communication gap occurs. Same with French and German and Chinese, etc.

Growing up in NY and living in LA I am presented with hundreds of different English accents over my lifetime, and some are quite hard to understand. Not so bad when you are trying to do business in person because there is body language to help, but over the phone, this gap can be very, very frustrating. I have had to ask if there is someone who 'speaks clearer English' more than once on phone calls in the last couple years.
Of all the things to worry about... the Wookie has no pants.
 
Shenzhen
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RE: Delta Reservations Can't Speak English

Tue Aug 23, 2005 11:33 pm

Sad isn't it. What good is a call center if neither side of the conversation can understand each other.

Delta should just buy a phone system that makes you listen to recordings and puch numbers until you get fed up and end the call.

Guess I won't be flying Delta in the near future....

Thanks for the heads up

Cheers
 
TWA902fly
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RE: Delta Reservations Can't Speak English

Tue Aug 23, 2005 11:43 pm

So you're telling me that "Johnathan" from Delhi couldn't help you out?

'902
life wasn't worth the balance, or the crumpled paper it was written on
 
FlyingTexan
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RE: Delta Reservations Can't Speak English

Tue Aug 23, 2005 11:46 pm

The list goes on and on…

Last year they fouled up PDX and PWM for me – even after I clearly stated Portland, Oregon and Portland, Maine. (I had a complicated itinerary and had to call the res center).

(I wound up taking you know who out of MHT anyways  Wink)

And the recent encounter with a FlyerTalker with Delta’s res center:

I believe Dallas is in Houston, sir

 spin 
"Wouldn't your boss like to fly home nonstop at 4:30 on a Friday afternoon?" -Airline Exec to Congressional Staffer
 
Xkorpyoh
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RE: Delta Reservations Can't Speak English

Tue Aug 23, 2005 11:46 pm

before i was elite medallion, the calls were always sent to india. After i got silver status, my calls are routed to very friendly agents in the usa.
I must say, i never felt comfortable talking to the india agents. They were very very polite and professional, but the whole conversation had a slower pace to give time to understand each other. In most cases, i got transfered back to a "specialist" in the USA because of my questions where not in their script (i think). so...waste time for everybody involved.
 
doninfc
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RE: Delta Reservations Can't Speak English

Tue Aug 23, 2005 11:47 pm

It's not just DL. Yesterday I was having trouble booking a one-way ticket on USAirways.com. I kept getting an error screen. When I called reservations, I got someone in India. He couldn't understand me and I couldn't understand him. I had NO confidence he was going to book the correct flight, even though I was telling him the exact flight number and date I wanted. I ended up hanging up after he put me on hold for the 3rd time. I called back 10 minutes later and got someone who was able to help me. It's amazing to me that the legacies have compromised front line ticket sales to this degree. If you make it that difficult for someone to simply buy a ticket, you're going to lose. I don't think WN and B6 will route you India to buy a ticket.
 
Sabena332
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RE: Delta Reservations Can't Speak English

Tue Aug 23, 2005 11:51 pm

Call the Lufthansa hotline (German phone number) after midnight and try to talk with them in German. Every time I called them in the night, I had to switch the language from German to English because the agents weren't able to understand me. Now I start directly to talk in English when I call them in the night.

Patrick
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mtnmanmakalu
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RE: Delta Reservations Can't Speak English

Tue Aug 23, 2005 11:52 pm

Quoting Doninfc (Reply 17):
I don't think WN and B6 will route you India to buy a ticket.

Whatever.... B6 and WN are not totally immune to everything!! Watch what happens if fuel prices keep going up, labor costs go up as employees seniority ages and other factors- I wouldn't bet $$$ on it never happening!!

mtnman
I do, I don't, whatever.......
 
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litz
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RE: Delta Reservations Can't Speak English

Tue Aug 23, 2005 11:53 pm

Quoting Doninfc (Reply 17):
It's not just DL. Yesterday I was having trouble booking a one-way ticket on USAirways.com. I kept getting an error screen. When I called reservations, I got someone in India.

It's not just airlines, mind you ... you'll get this calling the cable company, phone company, gas company, whoever built your PC, printer, monitor, etc.

Many, many, many call centers in all areas of business have been outsourced overseas.

- litz
 
RL757PVD
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RE: Delta Reservations Can't Speak English

Tue Aug 23, 2005 11:58 pm

Quoting Xkorpyoh (Reply 16):
After i got silver status, my calls are routed to very friendly agents in the usa.

Ive noticed the same thing having been Silver for the past 4 years, and any time I have a problem I always end up with a BOS or ATL res agent, there is a noticable difference in the service level. A few times when things go to hell in a hand basket, ive called in myself for a freind who was traveling to get them taken care of. Ive even used the medallion # when i happen up be using a buddy pass and never had a problem!
Experience is what you get when what you thought would work out didn't!
 
ARGinLON
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RE: Delta Reservations Can't Speak English

Wed Aug 24, 2005 12:00 am

I agree that this may be a little bit frustrating and sometimes the language barrier is an issue. At the same time, let me tell you that people in India who work at call centers are far more educated than the typical western call centre employee.

Just be patient and remember that you probably paid peanuts for your tickets so don't make such a big fuss of this !!!  Smile
 
BNAflyer78
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RE: Delta Reservations Can't Speak English

Wed Aug 24, 2005 12:01 am

Quoting AKelley728 (Reply 11):
There was some controversy last year when Delta had the audacity to propose a $10 fee for the privilege of speaking to someone in a U.S. based call center. Needless to say that idea didn't take off.

I'll GLADLY pay the freakin' $10 to speak with someone who I can communicate effectively with! It's worth the $10 fee to spend less time on the phone, get what you want on the first try, get a seat on a rebooked flight way before all the other pax who are still on the phone with India, and not have to be further StReSsEd out by finding out that you in fact have a ticket to Florence Italy rather than Florence, SC, meaning yet another series of calls to people who can't really help you.

Indeed, not the best cost-cutting solution....
Long live the Widget!
 
isitsafenow
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RE: Delta Reservations Can't Speak English

Wed Aug 24, 2005 12:28 am

And now you realize why companies do this.
ONE...to save $$$. They pay the people in India pennies to what is paid people in the USA and Canada.
TWO..you get aggravated because you cannot understand them so you.........

USE THE NET!
This way nobody gets paid......dollars or pennies.
Pruurty sneaky, ehh?
This is the real motive with the overseas res centers.
safe
If two people agree on EVERYTHING, then one isn't necessary.
 
SBN580
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RE: Delta Reservations Can't Speak English

Wed Aug 24, 2005 12:29 am

Quoting Litz (Reply 20):
It's not just airlines, mind you ... you'll get this calling the cable company, phone company, gas company, whoever built your PC, printer, monitor, etc.

Many, many, many call centers in all areas of business have been outsourced overseas.

- litz

Precisely Litz! Sadly, it is everywhere. And if you say, "Ok, screw Delta! I will switch to another airline where I can speak to an American!" Or another phone company, computer maker etc. Well, don't count on it. You may never fly any airline after awhile, or buy any computer etc. again, if you draw a line in the sand on this one.

There was a great expose' last year on this, on the American TV program "60 Minutes." What really pissed me off, was that these call centers, like ones in India, lie to you about whom you are talking to. They use false names and are rigorously trained to fake an American accent. All to make the unaware think they are talking to an American. Liars! Deceivers! And as was said in another post, they generally have a script they run off of. All this is not for your convince, it is so the corporation can pinch a few pennies with lower cost foreign labor. More Americans out of a job. Remember, in most cases, the corporation comes first. If they were just on the up and up, I would still be upset that Americans are losing jobs, but at least I would feel better if the CSR said, "Hi, my name is Neha. How can I help you?" And not say her name is Nancy, when it isn't!

The positive of this for me is that I use the airline or other businesses websites a lot more. That way I don't have to rely on the "fake" American in New Delhi, who may or may not understand me. And I do not feel I am serving the deception. It has made me more self-sufficient and I will only talk to customer service people, if I absolutely have to.
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AirRyan
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RE: Delta Reservations Can't Speak English

Wed Aug 24, 2005 12:38 am

Quoting ThaiboynMexico (Reply 2):
So I am really curious what you mean by far-eastern

Maybe he was refferring to that Eastern US Coast accent like Fran Dresher - "WHaaaaaaaaaaaaaaaaaaaaaaat?!"  Smile
 
afay1
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RE: Delta Reservations Can't Speak English

Wed Aug 24, 2005 12:41 am

I have nothing against people with different accents as well, and god bless them for having a job, but my experiences recently with Delta have been the same. With anything other than a standard ticket, the Indians at the call center don't understand me and I don't understand them. The whole thing is very off-putting.
 
positiverate
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RE: Delta Reservations Can't Speak English

Wed Aug 24, 2005 12:44 am

Quoting Cory6188 (Reply 6):
You were most likely speaking with oustsourced res agents in India.

I thought they closed the India call center?
 
ContnlEliteCMH
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RE: Delta Reservations Can't Speak English

Wed Aug 24, 2005 12:46 am

Quoting MAH4546 (Reply 7):
I usuallyg et connected through the India res centre and have never had a problem. Most Indians speak better English than Americans do.

You *obviously* don't work with many Indians. Me? I'm an IT professional, and I have many, many Indian coworkers. I'd say my sample size between college, friends (yes, Indian friends), and coworkers is over 100 people -- probably enough to draw some informed conclusions. Bear in mind that these are usually *very* educated people from urban centers where the people don't live in utter squalor, as do the majority of Indians, so these are the best and brightest.

Here are my observations:

(1) The accents are usually thick. VERY thick. It doesn't really matter if they have attended English-speaking school all of their life (as many of my coworkers have). They are taught to speak English by Indians who were taught to speak English by Indians. This means that while they understand the grammar, the syntax is always a little funny, and they aren't exposed conversationally to native English speakers. They end up saying things like "fiwu" for "five" and just mash together the end of multisyllable words.

(2) They use funny syntatic constructs. They say things like "Are you going for lunch?" or "We went for this house." These oddities are not usually trouble, until you throw in a really thick accent.

(3) The cadence is often wrong. It's this particular issue that always gets me, especially when using the telephone. When the syntax and accent are wrong, I *need* the cadence to "fill in the blanks" when syllables flow past and I don't grab them. When it's wrong, you have three strikes: thick accent, odd syntax, and strange cadence.

This is what I've experienced with well-educated Indians living and working in the United States. You need only a dim imagination to figure that a call center *in* India is staffed with people who (a) aren't as well educated, and (b) haven't the benefit of living and working where they are surrounded by native English speakers. This last part is as important for cultural understanding as it is language.

And that's just spoken English. I'm an IT architect, so a good of what I do is writing. The average American is a very poor writer. The average Indian is even worse -- in English.

Just so we're clear: I like having Indian coworkers, except for the occasional oddball who is convinced that deodorant contains harmful chemicals and won't wear it. We *need* their talent and education in the United States. They are part of the reason we continue to be a vibrant economy. Further, many of them have become personal friends. They are a remarkable people.

But to say an Indian, who learned English from Indians, who has never lived outside of India, and who only has enough education to be working a phone in a call center -- to say that they have a better command of English than native speakers is *ridiculous.* It's like their software. You think it's a great idea, until you actually have to use it, and then it's not so good.
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RJNUT
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RE: Delta Reservations Can't Speak English

Wed Aug 24, 2005 12:51 am

I started speaking to my "Indian" cable representative in my fake Indian/hindi accent( been told its quite good) and they had no idea what I was saying. It was pretty funny!
 
SHUPirate1
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RE: Delta Reservations Can't Speak English

Wed Aug 24, 2005 12:57 am

Continental-You also forgot that, in a very geography-crucial job, many of those Indians are not familiar with some of the smaller cities in the United States. You think a US Airways reservations agent in India is going to know that the University of Georgia professor going to Philadelphia for a conference is flying out of Athens, Georgia (AHN) rather than Athens, Greece (ATH)? I can almost guarantee you that they will book that passenger on a Lufthansa flight via Frankfurt! You think that Northwest reservations agent in India has heard of Rochester, New York, much less Rochester, Minnesota? How about the Continental Airlines reservations agent who gets the passenger wanting to go to Columbia, South Carolina, and not Bogota, Colombia? Subtle issues like this will have the passenger wanting to take a long walk off a short cliff, and the fact is, if Air India was outsourcing their reservations agents to the United States, and a passenger wanted to get to a small town in India that the reservations agent had never heard of, the reservations agent would have the passenger going bonkers too!

::steps off soapbox::
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Nimish
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RE: Delta Reservations Can't Speak English

Wed Aug 24, 2005 1:03 am

I (Indian with a normal Indian accent) sometimes have a tough time when I call American call centers (hotel bookings and stuff), so I can imagine the other way around being true as well.

The only difference being that the Indian call centre agents are "trained" to neutralize their accent, while the American call centre agents don't have that option.
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RJNUT
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RE: Delta Reservations Can't Speak English

Wed Aug 24, 2005 1:11 am

We hire Korean , Indian, Chinese and other Foreign engineers and when they call to make plans, my fellow employees always forward the calls to me since i can pretty well understand almost any accent. That is a rare skill here in Midwest. I actually have the most problems with ebonics/rap music since not only do I struggle with the accent, but the vocabulary is completely different! Yo!
 
CO757bos2iah
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RE: Delta Reservations Can't Speak English

Wed Aug 24, 2005 1:13 am

Quoting SHUPirate1 (Reply 31):
You think a US Airways reservations agent in India is going to know that the University of Georgia professor going to Philadelphia for a conference is flying out of Athens, Georgia (AHN) rather than Athens, Greece (ATH)? I can almost guarantee you that they will book that passenger on a Lufthansa flight via Frankfurt! You think that Northwest reservations agent in India has heard of Rochester, New York, much less Rochester, Minnesota? How about the Continental Airlines reservations agent who gets the passenger wanting to go to Columbia, South Carolina, and not Bogota, Colombia

Do these airlines actually have call centers in India ????? I know CO doesn't . I be hard pressed to believe the others do as well. Lets not go crazy with this.
Continental Airlines. We span the globe,because the world is your workplace.
 
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tjwgrr
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RE: Delta Reservations Can't Speak English

Wed Aug 24, 2005 1:18 am

Quoting RJNUT (Reply 30):
I started speaking to my "Indian" cable representative in my fake Indian/hindi accent( been told its quite good) and they had no idea what I was saying. It was pretty funny!

LOL! I'm going to try that next time.
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CO757bos2iah
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RE: Delta Reservations Can't Speak English

Wed Aug 24, 2005 1:19 am

Quoting RJNUT (Reply 33):
I actually have the most problems with ebonics/rap music since not only do I struggle with the accent, but the vocabulary is completely different! Yo!

As a person color...I say to you...Word up on dat ! Fo shizzle my ...well forget it LOL No that's not the standard speak.
Continental Airlines. We span the globe,because the world is your workplace.
 
SHUPirate1
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RE: Delta Reservations Can't Speak English

Wed Aug 24, 2005 1:33 am

Quoting CO757bos2iah (Reply 34):
Do these airlines actually have call centers in India ?????

I don't believe so, however, I was simply attempting to get a point across that geography can be a major issue for an overseas reservation agent, particularly in the travel (airline/hotel) industry.
Burma's constitutional referendum options: A. Yes, B. Go to Insein Prison!
 
CO757bos2iah
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RE: Delta Reservations Can't Speak English

Wed Aug 24, 2005 1:41 am

SHUPirate1....I didn't think so.....BUT....I didn't know about the other airlines myself. It could have been possible.
Continental Airlines. We span the globe,because the world is your workplace.
 
ContnlEliteCMH
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RE: Delta Reservations Can't Speak English

Wed Aug 24, 2005 2:20 am

Quoting Nimish (Reply 32):
I (Indian with a normal Indian accent) sometimes have a tough time when I call American call centers (hotel bookings and stuff), so I can imagine the other way around being true as well.

The only difference being that the Indian call centre agents are "trained" to neutralize their accent, while the American call centre agents don't have that option.

Well, if they're trained to neutralize they're accent, it isn't working -- even a little. You don't just "train" somebody to neutralize their accent in a foreign tongue. It's hard to do with your native tongue; most people *cannot* do it with a foreign tongue, even when trained. It takes years of contstant practice, and an ear far keener than the average person, to hear the subtle differences between what you say, and what a native speaker says.

Calling an American call center for an American business is a lot different than calling an Indian call center for an American business. American accents throughout the U.S. are mild variations on the language (for the most part). Indian accents (or Chinese, or Japanese, or Russian, whatever) are hardly mild. Furthermore, we aren't exposed to any of them, as we are our own accents.

The better analogy would be Indians calling an American call center to reach an Indian business -- and having the Americans answer the phone in Hindi, or mother tongue.

Humorous note: A very close coworker is Indian. His English is *superb* and continues to improve as he gets more big-mouthed American friends. (Who? Me? Noooooo...) He speaks at least three languages: Hindi, English, and mother tongue. But mother tongue is no longer really mother tongue. It's a mix of English and mother tongue, taught to him by his parents, who also speak the mix. So we say he speaks Hindi, English, and mother tonglish.  Smile
Christianity. Islam. Hinduism. Anthropogenic Global Warming. All are matters of faith!
 
doninfc
Posts: 131
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RE: Delta Reservations Can't Speak English

Wed Aug 24, 2005 3:13 am

Quoting Mtnmanmakalu (Reply 19):
Quoting Doninfc (Reply 17):
I don't think WN and B6 will route you India to buy a ticket.

Whatever.... B6 and WN are not totally immune to everything!! Watch what happens if fuel prices keep going up, labor costs go up as employees seniority ages and other factors- I wouldn't bet $$$ on it never happening!!

I thought we were talking about Indian call centers. Anyway, my point is that the 2 most profitable US carriers do not outsource call centers to non native english speaking countries. Maybe it's just me, but cost cutting that includes severly compromising front line ticket sales doesn't seem like a solid business decision. I think there are plenty of people in the US that would be willing to work from home for $8-10 an hour as res agents, saving the overhead of call centers. I believe most if not all B6 res agents work from home.
 
OttoPylit
Posts: 2259
Joined: Wed Dec 17, 2003 10:58 am

RE: Delta Reservations Can't Speak English

Wed Aug 24, 2005 3:50 am

Quoting Quickmover (Thread starter):
Delta backed up my departure time enough to foul up my ATL connection and I've spent a couple of hours trying to make other arraingments. I have made 3 calls this morning to Delta reservations and not one CSA could speak clear English.

Why were you flying on the competition anyway?  Silly



Otto
I don't have a microwave, but I do have a clock that occasionally cooks shit.
 
TWAL1011
Posts: 2317
Joined: Mon Nov 10, 2003 12:39 pm

RE: Delta Reservations Can't Speak English

Wed Aug 24, 2005 4:15 am

I recently sent Delta a complaint letter regarding this issue. I have misconnected in Atlanta twice this past month due to thunderstorms and when I tried to resolve the issue over the telephone, the agent - I suspect a South Asian - could not have a fluent English conversation. It was dreadful. Shame on Delta.
 
akelley728
Posts: 1964
Joined: Tue Dec 07, 1999 12:35 pm

RE: Delta Reservations Can't Speak English

Wed Aug 24, 2005 4:39 am

Quoting Positiverate (Reply 28):
I thought they closed the India call center?

One of the four call centers was closed down (the one operated by Sykes Enterprises in Bangalore). The other three in Mumbai, Pune, and New Delhi are still open.
 
vsmike
Posts: 279
Joined: Mon Sep 15, 2003 12:40 am

RE: Delta Reservations Can't Speak English

Wed Aug 24, 2005 4:50 am

Quoting Ikramerica (Reply 12):
What are you talking about? The world doesn't revolve around Latin America, sorry to say. Delta may have outsourced their call centers to India, as so many other US companies have, and thus his communication problem. Yes, Indians do speak English for the most part. The problem is, the more companies outsource call centers to India, the MORE Indians that get hired to speak English, which means you are more and more likely to find one who doesn't speak American style English clearly enough to communicate with American English speakers who are not used to talking to Indian English speakers.

yadda yadda. outsourcing just sucks. outsourcing to India sucks more. if you can't clearly speak, understand and communicate effectively to the clients you are "helping", then HANG UP THE PHONE!
Skyteam. Caring More About Me.
 
TWAL1011
Posts: 2317
Joined: Mon Nov 10, 2003 12:39 pm

RE: Delta Reservations Can't Speak English

Wed Aug 24, 2005 5:01 am

I automatically hang up on any customer service rep when I detect the long distance background noise and detect any non-American/English/Irish accent.

I just will not waste my time with people I can't have a fluent conversation with. Especially since many of these foreign based call center agents appear to be reading scripts and will not deviate or provide 'customer service'.

I am not knocking their ability or right to work - I just won't deal with the frustration - I can hardly imagine the pressure they are under. Our styles of English may be different and I am perfectly willing to try and overcome those barriers in the correct situation. But when I am trying to deal with something on the phone that I don't want to deal with to begin with...the last thing I want to do is teach the world to sing in perfect harmony.

Delta Indian res centers - CLICK
Bank One Indian call center - CLICK
Dell Technical Support India - CLICK

You get the picture - CLICK CLICK CLICK CLICK CLICK
 
mtnmanmakalu
Posts: 493
Joined: Sat Nov 06, 2004 1:47 pm

RE: Delta Reservations Can't Speak English

Wed Aug 24, 2005 5:07 am

Quoting TWAL1011 (Reply 45):
I automatically hang up on any customer service rep when I detect the long distance background noise and detect any non-American/English/Irish accent.

I do the same thing- I can't try to fix my computer with somebody I don't understand!!!

mtnman  crazy 
I do, I don't, whatever.......
 
707lvr
Posts: 457
Joined: Mon Jun 28, 2004 3:41 am

RE: Delta Reservations Can't Speak English

Wed Aug 24, 2005 5:10 am

Whenever I get a call center in India, I try and strike up a conversation, like, "Are you in Bangalore or Delhi, Dave? and, "How's the weather there this time of night, Mary Lou?" Maybe because of my meds, I don't get as agitated as I used to. In any event, if there is a lang comp problem, I just sign off politely and call again to get someone else. If you can reach a supervisor, you'll likely get someone who speaks better English than you do.
 
satx
Posts: 2771
Joined: Mon Apr 11, 2005 7:26 am

RE: Delta Reservations Can't Speak English

Wed Aug 24, 2005 5:16 am

Quoting TWAL1011 (Reply 45):
But when I am trying to deal with something on the phone that I don't want to deal with to begin with...the last thing I want to do is teach the world to sing in perfect harmony.

Priceless Big grin
Open Season on Consumer Protections is Just Around the Corner...
 
FlyBoeing
Posts: 835
Joined: Fri May 05, 2000 2:08 am

RE: Delta Reservations Can't Speak English

Wed Aug 24, 2005 5:21 am

The best possible form of live support is internet chat-type support.

1) No accent issues. My personal favorite linguistic slip-up is when the call center people guys tell me to do something. I comply and say "roger". NOTHING happens because they don't know what "roger" means.

Must be really aggravating for those in the airline industry.

2) You can keep a transcript of what you did, which is useful unless it recurs. If the tech is a real genius *sarcasm* you can forward it to his supervisor. Hard to tape your phone calls the same way.

3) The technician can deal with multiple calls all at once. This builds efficiency - it makes it economical to have fewer highly trained techs than more untrained ones.

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