[miffed]

Sorry i son't have the full details , but I was looking through today's "sun" (was someone else, not mine , honest ;) ) when i stumbled across an article about mumbai call centres and how they keep their customers on hold

Basically, they rang about 20 large companies and tiimed how long it took to speak to a human

you'll NEVER guess who came top of the list ? ;)

yep , Three mobile ! (thought CS was better these days ? )

And it wasn't a close run thing either ! while the second place company (Powergen I think , can't remember the exact details ) took about 15 minutes , Three kept them waiting 1 hour 45 minutes !! at which point the researcher gave up :D

If anyone has got todays Sun , please scan it and post it !

[gorilla]

By CAROLINE IGGULDEN
MILLIONS of us dread the phrase: “Your call is important to us, please stay on the line.”
And today The Sun investigates big-name companies content to keep “valued customers” waiting to get through to call centres - many in Delhi or Mumbai, India.
We rang a string of firms and started the clock to find the winners and losers at customer service.
While some get a thumbs up, others leave callers hanging on the line for a shameful amount of time.
Phone queues cost our economy millions of pounds a year in lost economic output.
Some companies also claw back cash from helplines for existing customers — meaning the longer the delay the customer suffers while on the line complaining about a problem, the more cash the firms earn.
Another common tactic is to avoid contact with customers at any cost by subjecting callers to a barrage of keypad prompt demands.
Here is how long we hung on during each call until we heard a human voice.

Bulldog Broadband
WHAT THEY DO: Broadband provider
LINE WE RANG: Bill queries helpline – 0800 404 8151
PRICE PER MINUTE: Free
COMPANY MOTTO: Broadband from Cable & Wireless.
01mins 28secs

3 Mobile
WHAT THEY DO: Mobile phone provider
LINE WE RANG: Customer services – 08707 330 333
PRICE PER MINUTE: 7.5p from a BT landline
COMPANY MOTTO: 3 offers a convergence of communications, entertainment and information.
105mins
(AND THEN WE GAVE UP)

Dell Computers
WHAT THEY DO: Online computer sales
LINE WE RANG: Technical support helpline – 0870 908 0800
PRICE PER MINUTE: 7.5p from a BT landline
COMPANY MOTTO: Be on the winning team.
08mins 59secs

Virgin Credit Card
WHAT THEY DO: Credit card company
LINE WE RANG: Questions and Service – 0800 015 0306
PRICE PER MINUTE: Free
COMPANY MOTTO: Thing Get More Exciting When You Say Yes
04mins 08secs

02
WHAT THEY DO: Mobile phone provider
LINE WE RANG: Customer service for consumers – 08702 410 202
PRICE PER MINUTE: 7.5p from a BT landline
COMPANY MOTTO: O2 is a leading provider of mobile services to consumers and businesses in the UK
05mins 36secs

Powergen
WHAT THEY DO: Energy supplier
LINE WE RANG: Bill queries helpline – 0800 404 5065
PRICE PER MINUTE: Free
COMPANY MOTTO: We offer a range of electricity and gas services for your home
00mins 01secs

Halifax
WHAT THEY DO: Bank
LINE WE RANG: General account enquiries – 08457 203040
PRICE PER MINUTE: 3p from a BT landline
COMPANY MOTTO: Extra, extra, we give you extra
04mins 03secs

Tiscali
WHAT THEY DO: Internet service provider
LINE WE RANG: Technical support helpline – 0870 744 2922
PRICE PER MINUTE: 7.5p from a BT landline
COMPANY MOTTO: Join Tiscali Broadband today
08mins 58secs

British Gas
WHAT THEY DO: Gas and electricity provider
LINE WE RANG: Bill queries helpline – 0845 600 5122
PRICE PER MINUTE: 3p
COMPANY MOTTO: Doing It Right
25mins 56secs

Orange
WHAT THEY DO: Mobile phone company
LINE WE RANG: Pay monthly helpline – 07973 100 150
PRICE PER MINUTE: 13.8p
COMPANY MOTTO: If you love something, set it free
15mins 38secs

Freedom 2 Surf
WHAT THEY DO: Internet service provider
LINE WE RANG: Technical helpline – 08702 423759
PRICE PER MINUTE: 7.5p from a BT landline
COMPANY MOTTO: We’ve got what you want
75mins 11secs

Direct Line
WHAT THEY DO: Online and telephone insurance provider.
LINE WE RANG: Customer enquiries – 0845 246 3761
PRICE PER MINUTE: 3p from a BT landline
COMPANY MOTTO: A good deal better.
07mins 31secs

BT
WHAT THEY DO: Telephone service
LINE WE RANG: The Moving Home line – 0800 800 150
PRICE PER MINUTE: Free
COMPANY MOTTO: We always aim to be within easy reach and we want to make sure you get the answers you want quickly and easily.
01mins 34secs

Alliance & Leicester
WHAT THEY DO: Bank
LINE WE RANG: General banking – 08703 333 444
PRICE PER MINUTE: 7.5p from a BT landline
COMPANY MOTTO: A real plus.
05mins 24secs

[Ben]

Not sure what happened to Three there! It looks like they were unlucky more than anything. I like that the sun is keeping the outsourced cs issue alive though.