Is DTV Customer Service Outsourced?

Discussion in 'The DIRECTV Forum' started by cyberized, Oct 18, 2007.

  1. cyberized

    cyberized Thread Starter Member

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    Since DirecTV is finally offering so much HD I am considering signing up here pretty soon...BUT....wanted to ask, have they, like DISH outsourced their Customer Service Dept. to India?
    One reason I finally left DISH after YEARS was due to the above.....I hated ever having to call them and just HOPE like H that I would be understood and vice versa.
    Please tell me that they have NOT done as DISH did.

    TKS
     
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  2. markrubi

    markrubi Member

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    Directv is keeping it all here at home with company owned call centers. They also do have 3rd party companies (Convergys) handle calls for them which are also here. Directv is one of the few companies who have not off shored customer service.
     
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  3. drbonbi

    drbonbi Member

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    Several posts on the AVS Forum indicate that D* has a call center on Dominica, one in Panama and three in the Philippines.

    Dana
     
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  4. flyin525

    flyin525 New Member

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    Yes, they do. The company I work for handles the center in Panama
     
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  5. GadgetGirl

    GadgetGirl Member

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    I had Dish and was very unhappy with the call centers in India. Very hard to communicate and lots of dropped calls. I have had much better experience with Direct's customer service. I have never had a problem understanding any of the customer reps and they understand me.
     
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  6. scottie_h

    scottie_h Active SatelliteGuys Member

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    The fact is, it's the wave of the future. Outsourcing is the direction most big companies are going. I work in IT for a Fortune 100 company, and they're pushing a lot of our support off-shore. We had relatively little off-shore in the past, but they brought in a new CIO and that's his push.

    I absolutely hate it myself, but my opinion means nothing. The almighty dollar is talking...
     
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  7. shmeff

    shmeff PIT MEMBER

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    I called the service department a while ago and was connected with an accented individual that must have said “I want to thank you for my patients” about 10-15 times.
     
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  8. Newshawk

    Newshawk Active SatelliteGuys Member

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    D* has a few foreign outsourced call centers that are foreign based. In addition to the ones previously mentioned (Philippines, Dominican Republic and Panama), they also have one in Monterey, Mexico for Spanish language support. They also have domestic outsourced call centers in Utah, Nevada, Tennessee, Florida, Oklahoma, Oregon, Pennsylvania and a few other states. D*'s main call centers are company owned and are in Idaho, Alabama, Montana, Oklahoma and Colorado.
     
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