Originally Posted by
sbams
I always call the Dutch PSL. Since covid-19 I think there are more agents working from home, so I have occasionally also heard background noise (even babies) and poor quality connections. The standard of service however is always excellent and I always speak to a Dutch agent (so almost certainly not handled by an overseas call centre)
This is my experience as well, when I call the Dutch PSL, or transferred there because no TA is available. Occasionally, I still call the German PSL and their agents have also all been great. I keep speaking to some of the same ones from time to time as well. At odd hours of the day, I seem to get agents from the Philippines sometimes, but they have also been top-notch so far.
I imagine, just like any place, there is churn at the overseas call centers for the PSL as well. I expect that sometimes, the newer agents maybe are not as experienced in being able to handle everything.