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My mother speaks Spanish. C/S centre is located in El Salvador (so they say) so why can they not speak in Spanish to customers?


My mother in law is Spanish. The customer service centre is located in El Salvador (so they say) so why can they not speak in Spanish to customers? My mother in law is having issues with her plan. Got her to finally start texting (yay for her!) after many many years of trying to show her and now she was hit with a bill of over 100 dollars.  Prior to her texting she said she called C/S and was told that she could text.  Now I find out that it is not par of her plan. When I called C/S and explained to them the situation the agent(will not mention his name) said that he could do nothing about the misunderstanding and that he could explain to my mother in law in spanish but that they were not allowed to speak in Spanish and would make an exception for me! What the @#$@.  Koodo employees, why are you not allowed to speak the language to make it easier for customers who have a language barrier? Also, this was a miscommunication so why can she not be given credit for this specially considering that I have now upgraded her plan from 35 for talk and text to 55 with 2GB and everything included.  Help please! It seems unfair considering this is for senior citizens who are finally learning to use technology! 

6 replies

Userlevel 7
Badge +4
My assumption is that management or the quality control group who review the recordings of the calls do not speak Spanish.  So that might be the reason to limit it to English.  But it's kind of a stupid reason.

I'll flag this for Koodo and see what happens
Dennis wrote:

My assumption is that management or the quality control group who review the recordings of the ca...

Thank you, I was not given a reason when I mentioned that it was dumb specially considering the customer is spanish and would make it so much easier. As for the miscommunication, I hope Koodo will credit her back. As I mentioned I believe it's a miscommunication on both parties.  
Dennis wrote:

My assumption is that management or the quality control group who review the recordings of the ca...

I forgot to mention that my mom and my friend are also with Koodos. They are also spanish. When I mentioned to them my story today of what I heard from Koodo C/S I was surprised to find out that they had been told the same thing.  Seems dumb! 

Userlevel 7
Badge +4
Dennis wrote:

My assumption is that management or the quality control group who review the recordings of the ca...

It's actually to avoid creating false expectations. Yes, koodo does have a call centre in el Salvador, where agents almost certainly speak fluent spanish. They also have multiple call centres located in other countries where nobody speaks Spanish. If a customer calls in and talks to an agent who helps them in Spanish because they happen to speak the language, this creates the expectation that every agent will be able to do the same, resulting in the customer either becoming upset because the agent will not help them in Spanish, or in the customer calling back repeatedly until they happen to get a Spanish speaking agent.
Userlevel 7
Badge +4
Dennis wrote:

My assumption is that management or the quality control group who review the recordings of the ca...

Also, as a Federally regulated organization subject to the Official Languages Act, Koodo provides services in both official languages. 

Userlevel 6
Dennis wrote:

My assumption is that management or the quality control group who review the recordings of the ca...

Hey Sarah! As Timo mentioned, setting expectations that we offer a Spanish service is not right for our customers and our call center agents as only a small portion of them speak Spanish. If you need any additional assistance, you can send us a private Facebook Message and we can definitely assist further.  Thank you!

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