I keep getting US-based CSRs....

[thelethargicage]

...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?

[09Lexie]

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

[ac921ol]

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.

[Anonymous]

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

[mxp114]

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.

[USF813]

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.

[09Lexie]

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-Frustrati...

Thank you!

[rlx01]

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@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.

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+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.

[sjt]

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@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-Frustrati...

Thank you!

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Thank you Lexie!

[lanc]

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