topic Re: I keep getting US-based CSRs.... in Credit Cards

I keep getting US-based CSRs....

thelethargicage — Thu, 14 Nov 2013 18:50:15 GMT

...whenever I call Capital One. And they keep pointing out "your Visa Signature card". Have I just been lucky so far, or do they actually discrimante between prime and non-prime customers?

Re: I keep getting US-based CSRs....

09Lexie — Thu, 14 Nov 2013 18:55:05 GMT

I'm not sure what your reference to 'prime and non prime' means but most lenders have call centers based on the tier your card falls in; which is why it's suggested to call the number on the back of your card.

Also,some cc's specifically use the US based CSRs as a selling point, Discover and CSP

Re: I keep getting US-based CSRs....

ac921ol — Thu, 14 Nov 2013 19:07:04 GMT

on that note, I wonder what the chances are I can get a Visa Signature Card since my Platinum is a 5k limit right now.

Re: I keep getting US-based CSRs....

Anonymous — Thu, 14 Nov 2013 19:15:27 GMT

Might as well ask! The extra benefits may be of use and based on this thread ... maybe US based CRs.

Re: I keep getting US-based CSRs....

mxp114 — Thu, 14 Nov 2013 19:47:31 GMT

Actually customer segmentation isn't limited to product type, there are additional levels within almost every company. For example a standard cardholder calling will get routed to the standard queue that services a specific product and in some cases, even the standard queue is great such as with CSP. However all of the big issuers have premium queues that only service high-value/high profitable accounts and the determination is made independent of your product type.

Re: I keep getting US-based CSRs....

USF813 — Thu, 14 Nov 2013 22:02:47 GMT

In 2007 I worked at my companies India call center (one of three), training new CSAs. Three years later it and one other was closed. We also have a call center in Moscow and Singapore, but the "Indian stigma" was one of the factors in closing them. Americans just don't want to talk to Indians. Ironically, our Singapore call center is amongst our better producing and least complained about locations.

Re: I keep getting US-based CSRs....

09Lexie — Thu, 14 Nov 2013 22:19:01 GMT

Before this thread gets out of hand (referencing ethnic groups) I would like to refer everyone to this thread

http://ficoforums.myfico.com/t5/Credit-Cards/PLEASE-READ-Posting-About-Foreign-Call-Center-Frustrations/td-p/96063

Thank you!

Re: I keep getting US-based CSRs....

rlx01 — Thu, 14 Nov 2013 22:44:05 GMT

@mxp114 wrote:
Actually customer segmentation isn't limited to product type, there are additional levels within almost every company. For example a standard cardholder calling will get routed to the standard queue that services a specific product and in some cases, even the standard queue is great such as with CSP. However all of the big issuers have premium queues that only service high-value/high profitable accounts and the determination is made independent of your product type.

+1. I get the premium queues (at least that's what they feel like, the service is fantastic) for AMEX since we put 6 figures plus through that for Biz. I get the standard queue for anything Chase (CSP or Ink+). The service from Chase is average at best.

I'm not sure how to up-segment with Chase.

Re: I keep getting US-based CSRs....

sjt — Fri, 15 Nov 2013 02:20:20 GMT

@09Lexie wrote:
Before this thread gets out of hand (referencing ethnic groups) I would like to refer everyone to this thread

http://ficoforums.myfico.com/t5/Credit-Cards/PLEASE-READ-Posting-About-Foreign-Call-Center-Frustrations/td-p/96063

Thank you!

Thank you Lexie!

Re: I keep getting US-based CSRs....

Anonymous — Fri, 15 Nov 2013 03:42:23 GMT

I have to chime in and say you can ask for the bilingual(Spanish) option. Most of the time you will end up with a local (American?) rep that speaks more clearly in both languages and sometimes has more power than frontline csrs. Usually when you hit the other option you're speaking to a well educated bilingual not some random person

Re: I keep getting US-based CSRs....

H4LO — Fri, 15 Nov 2013 04:00:08 GMT

As long as I get a CSR that is able to fix my issue, I don't care where they're from.

Even US reps are bad, reading from books etc etc.

Re: I keep getting US-based CSRs....

FinStar — Fri, 15 Nov 2013 04:05:58 GMT

@H4LO wrote:
As long as I get a CSR that is able to fix my issue, I don't care where they're from.
Even US reps are bad, reading from books etc etc.

I rarely need to call any of my CC issuers for anything. For those few instances that I've had to, the issue (or general question) was taken care of by whoever took the call, regardless of geographical location.

Re: I keep getting US-based CSRs....

nyancat — Fri, 15 Nov 2013 04:55:11 GMT

Capital One absolutely discriminates between tiers. Every complaint I've ever heard about their customer service has been their sub/near-prime segment. They treat me better than anyone else, they're just awesome to work with.

Re: I keep getting US-based CSRs....

USF813 — Fri, 15 Nov 2013 20:13:43 GMT

Who said my post was targeting ethnic groups? I was sharing an anecdotal real world experience that most on here probably never have, or never will. The chastising could have been handled via PM as well. Facts are facts. If I hated Indians, why on earth would I have gone to India in the first place. It wasn't forced on me. Great way to influence a myfico member to leave the boards for good. Time to cancel myfico credit monitoring.

Re: I keep getting US-based CSRs....

sjt — Fri, 15 Nov 2013 20:24:22 GMT

@USF813 wrote:
Who said my post was targeting ethnic groups? I was sharing an anecdotal real world experience that most on here probably never have, or never will. The chastising could have been handled via PM as well. Facts are facts. If I hated Indians, why on earth would I have gone to India in the first place. It wasn't forced on me. Great way to influence a myfico member to leave the boards for good. Time to cancel myfico credit monitoring.

I don't think Lexie or anyone else was pointing to you at all. I think she was reminding us all to be careful on how we all communicate our messages.

Re: I keep getting US-based CSRs....

09Lexie — Fri, 15 Nov 2013 20:25:37 GMT

@USF813

If you were referring to my post, it was not targeted at you. It was a reminder to what is and isn't acceptable.
If you feel I was addressing you, you are mistaken.
And if you felt that way, even if it was not intentional - I apologize.

Lexie, Moderator.

Re: I keep getting US-based CSRs....

TiggerDat — Fri, 15 Nov 2013 22:07:21 GMT

They do discriminate, as you say. I have a Signature and two other cards with them. The two other are lower tier cards and when I call and put in my lower tier card I get foreign CSRs who read a scripted answer. (Poorly I might add, especially if the question doesn't match the answer.)

When I call and input my Signature card number I get US based service. They actually told me this would happen, I mean they really directly told me I would get US based customer service for that account. (It didn't occur to them that they should switch the other accounts to being prime too. I guess they like me chattingon here about their issues!) It is night and day, or rather night and dusk - it is Capone!)

I did get a callback today about my Signature card initial reward, which was a bit different for them. Usually I just get a response saying they will take care of the problem and then don't hear from them again.

Re: I keep getting US-based CSRs....

TiggerDat — Fri, 15 Nov 2013 22:15:29 GMT

@USF813 wrote:
In 2007 I worked at my companies India call center (one of three), training new CSAs. Three years later it and one other was closed. We also have a call center in Moscow and Singapore, but the "Indian stigma" was one of the factors in closing them. Americans just don't want to talk to Indians. Ironically, our Singapore call center is amongst our better producing and least complained about locations.

I don't have much stigma about talking to people in Indiana. Oh you said India. (Just a little joke there.)

In the case of GE, I prefer India! I tried to get a CLI on my account with them from their Atlanta credit solutions dept. I got India a few times and simply called back. Every time I got Atlanta I got a rude person. Seriously, I got this one lady about 5 times and every time she was just simply rude. She even told others in her dept. that I was calling and that I was causing a problem. Yeah, she used Ax, Axing, not Ask, Asking! (I am not racist, I just hate when people abuse the English language and behave poorly!) Finally, I just settled for Indiana, I mean India and got extremely good service. I will take India any day over Atlanta. (Heck I will take Indiana over Atlanta.)