NEW commercial partner for UK Visa
Services, Teleperformance, which
took over the operation of UK visa
application centres in SA from VFS
Global in March, has come under fire.
Agents have complained about its
service delivery, claiming officials are
rude and unwilling to assist.
Ryan Rennison, director of Move Up,
which handles UK visa applications
lodged nationally and internationally,
says clients have been reduced to
tears because of Teleperformance’s
reluctance to help, particularly in the
Johannesburg office.
Communicating with the company is
also a challenge. The Teleperformance
phone number is answered by
an automated machine that tells
customers they will need to pay £1,5
(R28) to speak to a ‘live’ consultant.
Email correspondence through its
website is only possible when entering
an application number.
“VFS had its own issues; it took them
time to set up call centres, tracking
facilities, courier arrangements and
notification systems.
“Teleperformance is now faced with
the same challenges and it is in the
process of implementing systems to
help facilitate these needs,”
Ryan says. He adds that Move
Up is currently in contact with
Teleperformance’s gm with
regard to these challenges.
“We can assure travellers that
their Johannesburg manager is
taking pro-active measures to
address this.”
Despite numerous
efforts, TNW was unable to
contact a spokesperson at
Teleperformance.
