Originally Posted by
Maz67
In my mind there are 2 versions of this conversation.
Calling a foreign call center. If I have the choice, I would rather call a center in the USA. It's not because I am racist, but because even though the foreign rep speaks English I find in many cases we are not speaking the same language. There is just a disconnect and it makes the process more difficult and drawn out. Having to re-explain my issue 5 times becomes a drag. I don't mind if its a routine question but again, not optimal for heavy lifting. I figure I must not be the only person who has noticed this as several call centers are now in the USA and those companies actually advertise it. "Hello, this is Mary located in Illinois" etc.
I had this experience with the avianca call center. took 1 hr 30 mins to do a simple one way booking. He repeated every single thing twice ( i actually felt safe with this because he could have made a blunder and not communicated).
I also think most people have already made their mind about accents and there are emotions mixed so it's hard to keep an open mind. Lot of people I know in California can't stand talking to someone with texan/southern accent. Their notion is that accent makes them sound dumb.
Is it actually possible to pay more for a product service and get a better quality call center service? This definitely works with chase (e.g. sapphire vs. freedom) but I don't know about other banks. Is it possible to get an amex product that advertises US based call center.