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BigPond: talk to a computer, then the Philippines

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Dan Warne09 October 2008, 9:15 AM

Telstra BigPond customers with technical problems can look forward to talking to a computer for 10 minutes before speaking to someone in the Philippines.

Telstra's CEO Solomon Trujillo professes to cherish one business principle above all: "We have put the customer at the centre of everything we do and every decision we make. We differentiate ourselves by delivering added value to our customers," he told an investor conference in May.

Despite this mantra, Sol's idea of giving added value to the customer is apparently forcing them to talk to a computer for 10 minutes before they can speak to a real person — who will be based in the Philippines.

From February, customers calling Telstra's internet division, BigPond for tech support can expect this treatment.

The outsourced provider of BigPond's tech support, TeleTech, has advised a large proportion of its Australian workforce that they will no longer be required, as BigPond's call centres will be moving to the lower labour-cost country by 1st February 2009.

Separately, Telstra confirmed that before customers are even put through to a real person at TeleTech, they will need to go through an extensive interactive computerised voice process which forces customers through a lengthy troubleshooting process every time they call.

Telstra excused the computerised tech support by saying it had been using speech recognition-based IVRs on its main Telstra enquiry lines since 2004 and for BigPond since April. "This service is not new and completely unrelated to our relationship with TeleTech."

Telstra refused to comment on the issue of outsourcing the call centre jobs to the Philippines, deferring all enquiries on the topic to its third-party provider, TeleTech.

TeleTech told APC it was moving Australian jobs overseas in order due to its" commitment to enhance the quality of service it provides to Australian consumers."

However it added, paradoxically, "the reassigning of this work is strategic and in no way reflects on the outstanding performance of TeleTech’s Australian teams."

SORRY, I DIDN'T UNDERSTAND THAT:
Listen to APC trying to talk to Telstra's computerised voice

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Tin (Senior Forumologist):

Quoting Sol: "We have put the customer at the centre of everything we do"

So wholesale customers still aren't customers to them then?

Also, they are correct in saying they've been using the voice recognition since ages ago... Doesn't mean anyone likes it, or that it works well. It's constantly misunderstood anything I've had to tell it.

16 October 2008, 9:19 AM (1 year ago)report abuse Send to a friend

tl8 (User):

What was wrong with numbers, at least they are the same on every phone.

16 October 2008, 9:33 AM (1 year ago)report abuse Send to a friend

Your Average Joe (Regular user):

Oh well ! At least the accent is a little easier to understand than the Sri Lankan one :)

16 October 2008, 9:38 AM (1 year ago)report abuse Send to a friend

Jarrod Spiga (User):

"Please use the cable that came with your modem. It has been optimised for use with an ADSL service".

That has got to be the most blatant load of crap that I have ever heard. What do Telstra do to the cable that differentiates it from a regular two-pair RJ-11 cable? Maybe they pass it through a device called the "feel-good-inator". Maybe they they use a crimper that has been designed with feng-shui in mind?

Oh, I know! They must send it off to the Philippines before giving it to the customer, where the cable can go through a ten-minute process listening to an IVR as it spouts crap to instill a sense of good karma on the cable...

16 October 2008, 9:51 AM (1 year ago)report abuse Send to a friend

Konishki (New user):

Actually it is more to do with the length of the phone cable

16 October 2008, 1:12 PM (1 year ago)report abuse Send to a friend

Tin (Senior Forumologist):

Yeah, sure. Because that last few metres of cable really upsets the signal after it's multi-kilometer journey.

It's requested as a means of getting another known component. Imagine how long a tech would take to work out the sync issue is because the idiot user jammed a piece of string in instead.

16 October 2008, 1:37 PM (1 year ago)report abuse Send to a friend

Nickolas (New user):

However, that the multi-kilomtre cable uses twisted copper, and your typical typical telphone cable from wall-outlet-to-modem will be flat stranded cable. this is fine for voice frequency, but if you're dealing with a noisy environment (power packs etc. nearby), then it can be a very real problem. Don't even get me started on the dodgy terminations on some of those cables...!

Essentially, there's a reason Cisco include purple FTP cables with xDSL gear.

16 October 2008, 2:10 PM (1 year ago)report abuse Send to a friend

Nathan_Never (New user):

Beside I think all phone/internet companies customer services suck this make me feel very happy I left Telstra one year ago and now I am on naked broadband.

16 October 2008, 10:12 AM (1 year ago)report abuse Send to a friend

Tin (Senior Forumologist):

I know I'd head that way too if only it was possible. Sadly the only DLSAMs in our exchange are Telstra ones (thanks to the brilliant government decision to scrap OPEL funding).

16 October 2008, 10:14 AM (1 year ago)report abuse Send to a friend

Chris (User):

I was quite surprise how good the recognition was when i rang up, I had a bunch of noise behind me and i quickly and fairly quietly told them my phone number, and it got it right. Later when i was talking to an actual person they asked for my number again and I had to repeat it a few times for him.

16 October 2008, 11:00 AM (1 year ago)report abuse Send to a friend

Nick Race (APC staff):

I love how the automated system even puts you on hold. "I'll be back in a bit!"

16 October 2008, 11:48 AM (1 year ago)report abuse Send to a friend

Tin (Senior Forumologist):

My personal favourite moment is when it says "Or you can ask... What's a modem?"

16 October 2008, 6:13 PM (1 year ago)report abuse Send to a friend

TV Bis (User):

It will not work! Almost every company goes through this process for a short time and then due to the complaints that come in, revert back to local shores. Problems end up being - not being able to understand operator; operator not having any local technical knowledge; having to repeat the answer to a question that is asked more than once. Give me and Australia a break Telstra! Keep the jobs local.......

16 October 2008, 12:23 PM (1 year ago)report abuse Send to a friend

itbob (New user):

If you say "consultant" as soon as the call is answered, you'll be connected to a "real" person.

16 October 2008, 12:25 PM (1 year ago)report abuse Send to a friend

Adam or thetron (New user):

Yes. Say that or 'Operator' usually bypass Solaman the computer

Sometimes the computer IVR is good. Cause can remember a previous call and bring it to the attention of the human operator or you can re-continue your intimate 1-1 date with Solaman - Bigpond IVR

16 October 2008, 12:49 PM (1 year ago)report abuse Send to a friend

Potitoman (New user):

The fact that it has gone to the Philippines makes no difference except to rednecks who are afraid to speak to one of them "Asians".
Telstra has always treated their third party partners poorly giving them absolutely no power to resolve issues and bugger all point of escalations.
It will be business as usual for those who use the service.

16 October 2008, 1:34 PM (1 year ago)report abuse Send to a friend

Tin (Senior Forumologist):

Quoting Potitoman:
The fact that it has gone to the Philippines makes no difference except to rednecks who are afraid to speak to one of them "Asians".

Frustrated by communications barriers is not the same as being afraid, racist or redneck.
I personally hate talking to people from other countries (any) if they have a strong accent. Doesn't mean I hate the person.

16 October 2008, 1:45 PM (1 year ago)report abuse Send to a friend

Wazza (User):

Quoting Tin:
Frustrated by communications barriers is not the same as being afraid, racist or redneck.

Agreed. It drives me insane when I'm speaking to a call centre and I get that delay in response due to infrastructure / software or whatever. It's nothing to do with the fact that the person is not a caucasian Australian, more to do with them being on the other side of the world with poor telecommunications hardware.

16 October 2008, 2:17 PM (1 year ago)report abuse Send to a friend

itd (User):

Quoting Potitoman:
The fact that it has gone to the Philippines makes no difference except to rednecks who are afraid to speak to one of them "Asians".

I resent being labelled a “redneck” because I find it easier to communicate with a local who has more likelihood of understanding local issues relevant to my problem.

I love Malaysia (and have travelled there a number of times for holidays) and I love all of my Asian friends, but after 5 phones calls to Dell's call centre there this morning and an hour and a half of my time just to enquire about purchasing a laptop battery (which I ultimately was unable to do due to communication barriers) it has increased my concerns about dealing with companies who insist on using overseas call centres.
For 7 out of the 13 people I spoke with, language barriers DID exist; I believe I speak reasonably clearly and don’t normally have trouble being understood but many of the consultants had trouble understanding “laptop battery”. None of the people I spoke to seemed to fully understand some of the concepts I brought up simply because they did not live here and hadn’t experienced what I had. And the other major problem with overseas call centres is the actual quality of the call itself – they are frequently noisy, exhibit lag, and are more likely to drop out meaning another enjoyable conversation with an automated computer system in an often fruitless attempt to continue the call with the person you were last speaking with.

I don’t like being labelled racist because I want someone to be able understand me enough to be able give me a price for laptop battery.

16 October 2008, 2:51 PM (1 year ago)report abuse Send to a friend

djlynk (New user):

ever thought that normally you would be waiting in queue, i think this is good if a computer can fix your problem if not the computer has tried all the things that a agent would do if they answered you first.

Did the Agent when answered run through the same things the computer did?

Also : a 6520 is a WIFI modem isnt it??? not standard DSL as quoted to IVR

16 October 2008, 2:26 PM (1 year ago)report abuse Send to a friend

SkyKing20 (New user):

That computerized voice of Telstra's is SO FUNNY and the way the caller was trying to get his problem solved had me in stitches of laughter. What a joke of Telstra and it's technology.

16 October 2008, 2:32 PM (1 year ago)report abuse Send to a friend

rackle2000 (New user):

This is exactly why I left Bigpond in search for another ISP... this and their ridiculously expensive plans! So damn frustrating talking to a computer/robot.. and then having to talk to someone with VERY poor english skills. Not good enough Telstra... IMO you are no longer in the market.

16 October 2008, 2:58 PM (1 year ago)report abuse Send to a friend

rocknews (New user):

So typically Telstra. This is the company that was forced by legislation to answer directory assistance calls within a certain time limit, fought for years to overturn the rule and then introduced an ad for its own service prior to answering DA calls to frustrate the legislation. Telstra is now every bit as bad as the hated telcos in the US. Thank God for competition.

16 October 2008, 3:00 PM (1 year ago)report abuse Send to a friend

petert (Senior member):

In the 1980s cultural archetyping studies were done in the USA which were then replicated in Australia in the early 1990s. The studies done in Australia were funded by Telstra. The studies in the USA and Australia looked at the meaning of the word "quality", amongst other matters.

These studies brought forward an enormous amount of interesting information, but it particularly highlighted one key difference with Australians. For us, the critical cultural characteristic of "quality" is "relationships". You see this in the way "mateship" is central to the Australian character. Out cultural characteristics differ significantly from Americans where the meaning of "quality" could be linked to expressions such as "It works". (For example, I bought a computer, took it home and plugged it in and it works).

Someone needs to tap on the shoulder Los Tres Tontos (Sol and his two American mates) and remind them that Australians are not Americans and that we have different needs, one of which is the importance of our "relationships" - both with other people and institutions that we deal with.

16 October 2008, 4:59 PM (1 year ago)report abuse Send to a friend

Adrian (New user):

Good grief. I listened to that entire conversation with the machine and couldn't stop laughing. What a joke. If it wasn't for real this would be a comedy act. Why is Telstra doing this??? I suppose the smile will be wiped from my face the next time I have to call their stupid tech support......

16 October 2008, 5:27 PM (1 year ago)report abuse Send to a friend

warpye (New user):

I love it, but I bet it will p*** off those "geniuses" who call all the time, all its doing is making you go through the entire troubleshooting before speaking with a human, and you can't argue with it either. This is gold, I love it.

16 October 2008, 5:56 PM (1 year ago)report abuse Send to a friend

warpye (New user):

Ha Ha I love it, they make you go through all the troubleshooting first, you can't argue with it, or ask it pointless questions. Bet it will really p*** off those "gurus" who seem to call up all the time because their "network" doesn't work.

We need more of this sort of thing, bring it on...

16 October 2008, 5:56 PM (1 year ago)report abuse Send to a friend

Helen Smith (New user):

Boy am i glad i cancelled my bigpond and telstra accounts earlier this year.I thought the customer service was bad enough then. I'm now with a provider who employs lots of friendly human beings who answer your questions and fix any problems straight away :-) I am so happy :-)

16 October 2008, 6:01 PM (1 year ago)report abuse Send to a friend

Oliver Foster (New user):

Telstra is a joke.
Their "service" is rubbish.
Solomon Trujillo is a pathetic little man, he couldn't give a rats about his customers, he's a self centred a$$hole whos only care is himself and his share holders. I'd love to tell that to his face.

16 October 2008, 6:03 PM (1 year ago)report abuse Send to a friend

MrDingo2U (New user):

surprise Surprise this is nothing new from telstra and bigpond, thier so call customer service has been woefull for years and accompanied with deplorable pricing schedles across the board I'm amazed that they
havent yet suffered the same fate as onetel. There are so many companys offering cheaper and faster services and thier only downfall is offshore support and if you have experience any problems with communications companys and been forced to deal with computerised systems and techs who cant speak english and essentialy without thier lil black book of easy fixes which without they are totally useless then you know what to expect from this latest blunder by our so called Aussie company. Good one telstra and bigpond what ever happend to the "we are australian" in your advertising promotions

16 October 2008, 6:19 PM (1 year ago)report abuse Send to a friend

Anon34345 (New user):

all you need to do to get rid of the robot is to just ignore the robot, gets you transferred to a real person quick time.

16 October 2008, 7:01 PM (1 year ago)report abuse Send to a friend

mack (New user):

Well, for starters you should have said ADSL Wifi instead of Standard ADSL at the start of the call, as the 6520 is a Wifi modem (I know it's not a real problem afaik, but still you should not be deliberately tricking him).

By saying Wifi at the start of the call, he does very little troubleshooting and puts you to a consultant very quickly.

The article is wrong. The phillipines centre is already taking calls, and have been for about 2 weeks.

I assure, the people working at tech support hate Andy (the IVR's nickname) as much as you will. It's hilarious just how bad it is, half the time it gets the wrong modem, the other half it thinks you have a completely different problem, eg having a line sync problem, but Andy does a full troubleshoot for a connection (eg username), so the customer spends 10 or 20 minutes doing that stuff, when nothing they will do will ever help.

Oh, and it's true, anyone not dual trained will probably have to leave around December, maybe January.

I do agree that it won't improve customer service. Because I currently work for them. And I know for sure I'm a damn sight better than any random from another country on $3 an hour. However I'm on the obviously exorbitant hourly wage of $16.52 an hour.

16 October 2008, 8:00 PM (1 year ago)report abuse Send to a friend

Tin (Senior Forumologist):

Quoting mack:
Well, for starters you should have said ADSL Wifi instead of Standard ADSL at the start of the call, as the 6520 is a Wifi modem (I know it's not a real problem afaik, but still you should not be deliberately tricking him).

It asks if you have "standard ADSL" or "ADSL WiFi". Considering Teltra's past habit of calling at least 3 products "Broadband", I'd have picked "standard" on autopilot... After all, the connection is plain old ADSL.
Additionally, why does it matter what kind of modem you have at that stage? If they're trying to ask if you connect to your network by wireless, the question is way off anyway.

16 October 2008, 8:22 PM (1 year ago)report abuse Send to a friend

mack (New user):

Hmmn, at least the system sent you to the right department (I think), the regular tech support (at least everyone at TeleTech) are trained to say verbatim, "Welcome to Bigpond, my name is xxxx, to assist with your technical enquiry, may I have your username please".

Sounds like you did get through to the Wifi department afterall.

16 October 2008, 8:09 PM (1 year ago)report abuse Send to a friend

Raindog (Senior Forumologist):

Over my last couple of hundred telephone dealing with Bigpond I've found swearing at the automated system is the quickest way to get through to a person (phone droid). Try it, it works.

Although after actually getting through and then being patronised by an unhelpful and clueless bigpond support person I've felt like I should have sworn at them too.

16 October 2008, 10:05 PM (1 year ago)report abuse Send to a friend

mack (New user):

yep, if you go through maybe 2 steps, then do whatever (going blaaaaaaaaaaaaargh is fun) you should get put to the front of the queue).

16 October 2008, 10:26 PM (1 year ago)report abuse Send to a friend

Ausman (Regular user):

I'd love to know if Sol would be happy to go through this process to troublshoot his own ADSL problems ;-)

17 October 2008, 12:34 AM (1 year ago)report abuse Send to a friend

Bigev (New user):

As a former Teletech Bigpond employee (from seven years ago mind you), I'd like to say good luck to the hundreds of people who will be made redundant out of this move, or moved on to other Teletech campains that do not take thier interest in IT in to account.

Whilst Teletech does know how to employ some drongos, there are plenty of talented people working there using Bigpond as an initial step towards a better IT job, or using it as a backstop after being unable to find other suitable work.

17 October 2008, 9:43 AM (1 year ago)report abuse Send to a friend

Fritz (New user):

I work for another ISP that 'outsourced' it's mobile phone customer support to the Philippines. I feel so sorry for any customer that has any problem 'cause not only will you not get it fixed, you will be confused and bewildered by the end of most conversations with the reps they will employ - they are atrocious!! You will experience the following - complete lack of technical knowledge, a fundamental cultural disparity and contradictory answers to your questions. Given that BIGPOND'S tech support was already complete rubbish I'd hate to think the depths to which it will plunge now? If I were a BIGPOND customer and I had any history of problems with my provider I'd be gettin out now.

17 October 2008, 1:35 PM (1 year ago)report abuse Send to a friend

Ross Filippi (New user):

I've always maintained that I don't judge people (or organisations) by what they say, nor even by what they do, but instead by the RESULTS of what they have said and done.

After a recent experience with Telstra (sadly one of many in the past year) I thought to myself "Nobody could provide such a bad service unless they were trying to . . .", then the penny dropped, and I wondered if they are intentionaly trying the break the original mandate given when the PMG/Telecom Australia/Telstra was created.

Of course even to suggest such a thing in this litiginous world is probably slander . . .

17 October 2008, 3:02 PM (1 year ago)report abuse Send to a friend

djaef (New user):

Unbelievable!!! Thanks God I'm an Optus customer. Not that they're much better in this regard, but I do have a direct number to a human (although I think they're always offshore? They sound like it in most cases. Maybe Optus just employs a lot of Asians.)

If I were a Bigpond customer, I'd be voting with my feet.

25 October 2008, 2:40 PM (1 year ago)report abuse Send to a friend

epaalx (User):

Actually, not a bad automated interaction. It's basically going through a thorough checklist as a human would.
Telstra will lose a lot of customer though. Bye, bye, BigPond.

PS. Would have preferred Solomon Trujillo's voice for IVR.

27 October 2008, 10:06 PM (1 year ago)report abuse Send to a friend

dtvone (New user):

I was listening to your demonstration of "I don't understand that" when this page decided to refresh itself, so I only heard about half of the recording.

02 November 2008, 11:13 AM (1 year ago)report abuse Send to a friend

dtvone (New user):

I was listening to your demonstration of "I don't understand that" when this page decided to refresh itself, so I only heard about half of the recording.

02 November 2008, 11:15 AM (1 year ago)report abuse Send to a friend

wonk (New user):

what makes you think its just telstra moving to the phillipines?

08 November 2008, 11:33 PM (1 year ago)report abuse Send to a friend

LenG (New user):

I could have cried after having gone through similar problems. I am trying to pay a bill online and their system JUST DOES NOT WORK!!!!

I cannot believe this is a profitable company. It is Monty Pythonesque dealing with them

26 February 2009, 12:59 PM (1 year ago)report abuse Send to a friend

Missmi82 (New user):

man oh man!

25 May 2009, 10:48 AM (9 months ago)report abuse Send to a friend

Timothea (New user):

I hear from grape vine that , ex-CEO of Telstra Sol Trujillo and his wife have considerable interest in this so called 'outsource' center in Philippines, talking about "boys for the job" or "nepotism" or may be some kind of inclusive departure deal as CEO of Telstra. They do look after their own, of course, consumers will come secondary, hierarchy model business model..

02 November 2009, 8:20 PM (4 months ago)report abuse Send to a friend