topic Re: Amex CSRs in Credit Cards

Amex CSRs

MidnightVoice — Tue, 02 Dec 2008 18:17:24 GMT

I keep seeing posts about AMEX CSRs being in India. Is this really true? I have not called them for several months, but I always used to get people who sounded very American. Has this changed recently?

Re: Amex CSRs

Anonymous — Tue, 02 Dec 2008 18:30:56 GMT

I haven't called them on my Blue in a loooooong time, but when I did have a prob (was offered certain APR for transfer and didn't receive it), I dealt with CSRs on 3 calls on a crackly line and they did have accents as if in India. Of course I have no proof they were not in US of A...

Re: Amex CSRs

CodeMonkey — Tue, 02 Dec 2008 18:39:41 GMT

Hmm.

When I call the Gold number I always seem to get folks with Eastern European sounding accents.

I would probably guess Russian or Ukrainian.

That being said, they seem to be either exceptionally well-trained or unusually empowered to resolve customer issues, because I've never had an issue getting any of my problems resolved with front-line CSRs, which is stunningly rare these days.

Maybe they have their Blues and/or other revolvers sent to a different CSR bank than the charge cards?

Re: Amex CSRs

Anonymous — Tue, 02 Dec 2008 19:16:34 GMT

@MidnightVoice wrote:
I keep seeing posts about AMEX CSRs being in India. Is this really true? I have not called them for several months, but I always used to get people who sounded very American. Has this changed recently?

When I called in to cancel my Blue card, the CSR was definitely in some sort of Indian accent sounding country.

Re: Amex CSRs

Anonymous — Tue, 02 Dec 2008 20:13:45 GMT

I called last week with a question regarding one of my cards, The rep I spoke to sounded American. When I've needed tech support with the website, in order to log in, I've always been transferred to India.

Re: Amex CSRs

Anonymous — Tue, 02 Dec 2008 22:59:10 GMT

Does it matter? Indian or American or East european?

One can find both good/bad/nasty CSRs all over the place just like Good/Bad CreditCard holders...

Re: Amex CSRs

notmyname — Tue, 02 Dec 2008 23:06:11 GMT

I've been calling Platinum service several times this past week and at different times of day. It is about a travel insurance issue, but always starts in general CS. I have only received near eastern accents and some quite poor in their display of any knowledge of the product in general, much less specific issues.

I am extremely disappointed as this used to be one of the pleasures of their customer service. They were well spoken, intelligent and acted as if they had all the time in the world.

Obviously , speaking English well was a criteria for some of the recent termination of employment . Pity.

NMN

@MidnightVoice wrote:
I keep seeing posts about AMEX CSRs being in India. Is this really true? I have not called them for several months, but I always used to get people who sounded very American. Has this changed recently?

Re: Amex CSRs

notmyname — Tue, 02 Dec 2008 23:15:36 GMT

Boy does it matter!!!!!!!!!!

If you are being politically correct, you are on another subject. This is just about banking and credit issues and what matters is not who or what they are, it is how poorly they perform a very essential and important service. Or, how they don't.

It doesn't matter if they are in Iceland; if they can't communicate well with the majority of a company's customers there is a serious problem for all concerned. I just experienced why it matters again today and informed Platinum they will never sell travel insurance to me again.

Yes it matters!!!!!!!!!!!!!!

NMN

@Anonymous wrote:
Does it matter? Indian or American or East european?

One can find both good/bad/nasty CSRs all over the place just like Good/Bad CreditCard holders...

Re: Amex CSRs

Anonymous — Tue, 02 Dec 2008 23:21:14 GMT

@notmyname wrote:
Boy does it matter!!!!!!!!!!
If you are being politically correct, you are on another subject. This is just about banking and credit issues and what matters is not who or what they are, it is how poorly they perform a very essential and important service. Or, how they don't.
It doesn't matter if they are in Iceland; if they can't communicate well with the majority of a company's customers there is a serious problem for all concerned. I just experienced why it matters again today and informed Platinum they will never sell travel insurance to me again.

Yes it matters!!!!!!!!!!!!!!
NMN

yes I agree, It matters with respec to quality of service and not their location.

Message Edited by voidman on 12-02-2008 03:21 PM

Re: Amex CSRs

haulingthescoreup — Wed, 03 Dec 2008 00:14:59 GMT

Yet another indicator that American Express is in serious trouble. When CCC's start saving money by offshoring CS for the basic stuff, it's an indicator of where that service ranks for them.

The issue with overseas reps is that usually their hands are tied by the CCC in terms of what they can do, and they're not allowed to be particularly helpful.

I've had both offshore and US-based CS with AmEx, and so far, they've all been fine. I think that the overseas rep was in connection with fraudulent activity on the account, and he was great. In fact, since the PayPal rep that he brought in on a three-way call was also South Asian, it all worked out very nicely!

Re: Amex CSRs

karbon86 — Wed, 03 Dec 2008 14:48:47 GMT

I have only had to call 2 times on my Blue cash card. One time was a lost card (it's so hard to find the card when you drop it at a bar drunk ). The second I can't remember why but both times they sounded like they were US based and one lady was a very peppy lady late at night. They asked me if I wanted my new card overnighted and I asked if there was an extra fee. She told me no and I accepted and the card was there the next day. I was impressed.

Message Edited by karbon86 on 12-03-2008 06:48 AM

Re: Amex CSRs

Anonymous — Wed, 03 Dec 2008 15:09:03 GMT

Every time I've called for my Platinum charge card the CSRs have been awesome to talk to, and speak perfect English. This doesn't mean they aren't in India, but I would guess in the US somewhere.

Re: Amex CSRs

Anonymous — Wed, 03 Dec 2008 22:24:21 GMT

The poster that mentioned their hands are tied is spot on. I truly don't care what country handles my support issues as long as we can communicate effectively and they are well trained and empowered to resolve issues.

I have little difficulty with thick accents in general. But when they are not empowered to do anything then they have no reason to exist. Nothing wrong with outsourced customer service as long as they actually provide customer service.

Re: Amex CSRs

wmarat — Wed, 03 Dec 2008 23:45:45 GMT

I have always gotten American rep.

@CodeMonkey wrote:
Hmm.

When I call the Gold number I always seem to get folks with Eastern European sounding accents.

I would probably guess Russian or Ukrainian. HMM, may be I can get part time job with Amex, I speak Russian and Ukranian.

That being said, they seem to be either exceptionally well-trained or unusually empowered to resolve customer issues, because I've never had an issue getting any of my problems resolved with front-line CSRs, which is stunningly rare these days.

Maybe they have their Blues and/or other revolvers sent to a different CSR bank than the charge cards?

Re: Amex CSRs

Anonymous — Thu, 04 Dec 2008 00:17:50 GMT

i have a friend who got laid off from an AMEX call center because they were moving the call center overseas. this was about 5 years ago. I doubt this is anything new. some call centers are here and some are overseas.

Re: Amex CSRs

CreditAble — Fri, 05 Dec 2008 06:29:57 GMT

@Anonymous wrote:
Nothing wrong with outsourced customer service as long as they actually provide customer service.

That is an outstanding example of precisely hitting the nail on the head.

Re: Amex CSRs

KingAdrock — Fri, 05 Dec 2008 17:56:55 GMT

If you're curious where a CSR is from you can just ask them. They'll tell you.