Report Abuse

“Overseas call centre doubles call time after accident”

written by stewartspark on 17/10/2017

Had an accident last week and called Diretc Line to let them know only to find an overseas call centre taking my call, as a result the call (at the EDGE OF A MOTORWAY) took twice as long to complete
I complained that Direct Line (who used to advertise local call centres) have sent jobs overseas to people who do not understand U.K. regional accents.
They called to 'deal with my complaint' and the complaint handler was from India and I had to explain that the original call handler did not know the difference between a car and a van (she referred to my VAN as a CAR 9 times and I corrected her each time- I eventually asked her to stop calling my van a car as it is not a car)

The call (at the side of the M8 in the centre of Glasgow) took over 15 minutes when it could have been handled in about half that

The call handler then called me back later whilst driving and was quite happy to talk even though I was driving (she did not ask if it was safe to talk)

I have 3 policies with Direct Line and will cancel them all upon renewal as I prefer not to do business with companies that sack United Kingdom based workers to employ overseas workers.