Originally Posted by
ermen
Surely though this is a big problem in that overseas call centre agents are not trained to the requisite standard?
In this particular case you are correct in that the agent lacked the required information.
I have emailed the agent concerned to explain the outcome to him and I have suggested to him - in a very polite and constructive way - that we investigates why he felt it wasn't possible so that he can offer a better service to others in future.