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Florence 27-12-2004 17:59
Re: NTL Tech support is in India
 
The whole out sourcing to India is false economy Cheaper is not always best.

Since I joined NTL I have been happy with the tech support I had recieved.

While Tech support was in Swansea I sometimes had to wait for the call to be answered but I always recieved the help required.

In India i might have been answered immediately but the help was of no use, wrongly diagnosed and I had to keep repeating myself. Very unsatisfactory..

Florence 17-02-2005 09:40
Re: NTL Tech support is in India
 
As NTL customers are not allowed to voice their fears and the way they have been helped in the other India thread Perhaps a passing mod can stick this one so its easier for Customers to find and post in.

Personally I think its time NTL listened and understood that customers will only take so much. It was the reliability of Cable that kept most here but without the network having the tender care all the time its now not as reliable. Customers like myself do not call tech support anymore as its a waste of time and you get nothing done. Also if BT seem to be getting their act together and could end up taking customers away from NTL. If these customers don't move house and NTL: are not laying new cables they will soon run out of ways to replace those leaving.

Chrysalis 17-02-2005 13:15
Re: NTL Tech support is in India
 
Have to agree, I havent been with NTL that long, I think around 18 months now, and the quality of customer services was a big difference between now and August 2003.

Nidge 17-02-2005 13:39
Re: NTL Tech support is in India
 
Over the last few days I've had a problem with my modem, I've been onto Tech support about 5 times everytime I've been put through to India, everytime they havent dealt with my problem, they are working from a crib sheet telling me to do this and do that, I've already done it I say. Anyway after the 5th time of being on the phone to India I phoned Compaq who made my machine I told them what my problem was and they sorted it out there and then, it was my modem that was the problem NTL's so called Tech support in India couldn't sort it. :rolleyes: :rolleyes: :rolleyes: :rolleyes: I've been lambasted on here over the last few days for saying NTL's tech support is in India I've had replies saying all tech support is in Wales.

absl 17-02-2005 15:48
Re: NTL Tech support is in India
 
What turned out to be the solution to your problem, in the end ?

Crivens 17-02-2005 16:44
Re: NTL Tech support is in India
 
Give it another couple of years, and unless something drastic happens, then all IT support will be done from another country. Probably India because of the amazingly low wages. I can tell you the service desk where I work is sh*tting bricks right now.

Personally I have no problem with it as long as the people can do their job. Some support desks are a shambles in this country, let alone in India. NTL in <hidden> for example is a complete pile of sh*te. Half an hour waits until someone answers, playing department tennis (sorry wrong dept, let me put you through) back and fore between the *same* departments for 10 minutes is also fun. And sheer level of stupidity can take the biscuit at times.

But what I do have a problem is the fact that jobs get outsourced to another country. Not got a problem with people from another country living here and doing the job (pay their taxes etc), but when it goes out to another country we are losing jobs and getting nothing back (I don't see NTL lowering their prices for example). If I went to another country and brought back, say, a TV for £1000, then declared it. I would pay a sizeable amount of tax to bring the TV here. Basically the same amount or more in total of what the TV would have cost in this country. Basically they don't want you taking away what they would have made in the UK. Ok, so how come this isn't the case here? They provide a service, surely the company should pay in the tax the difference in wages. Same idea. If it isn't about profit then shouldn't be a problem. Hell, the government probably won't go for that one because of the amazing amount of backhander bribes they get I bet.

And from there it just goes on in IT. A couple of years ago one IT project in our company was outsourced to contracters (spit), half of which came from India. They were paid peanuts by their agent company, but our company paid nowhere near the amount of UK contracters (spit again). Still, no-one really lost, apart from us hard working programmers on the normal system, who at the same time were told we had to do 2 hours overtime per day for nothing. Didn't effect contracters (rain of spit) of course, who needed the extra time to count their money.

So give it 5 years at this rate, and probably most of the programming side of IT goes out the window too.

Grrr. Angry...

Cheers

Rone 17-02-2005 20:36
Re: NTL Tech support is in India
 
IF they can do the job is the right question. I was on the phone to BTs billing for my phone, and basically he couldnt give me the time of day at the other end, never mind deal with a minor problem, if you know what i mean. Yet i've spoken to other Indian call centres and been impressed, luck of the draw it seems, and yes , its going to be the way forward, or backward depending on the outcome of your call. :(

Chrysalis 17-02-2005 21:07
Re: NTL Tech support is in India
 
I have never ever got india ringing BT.

Derek 17-02-2005 21:54
Re: NTL Tech support is in India
 
Quote:
Originally Posted by Chrysalis
I have never ever got india ringing BT.
And I have never, ever got India when calling Ntl (as a customer) ;)

Nidge 18-02-2005 08:52
Re: NTL Tech support is in India
 
Quote:
Originally Posted by absl
What turned out to be the solution to your problem, in the end ?
Something to do with Local area connections tab I had 2 that were active and only 1 was supposed to be active India were telling me I needed to format my machine in order for it to work again :confused: :confused: :confused: :confused: Anyway thanks to Compaq I'm sorted now. Got a flyer throught the door this morning from BT, all UK calls anytime of the day +1.5meg BB all for £31.99. Looking good to me.

scrotnig 18-02-2005 11:04
Re: NTL Tech support is in India
 
People who say it doesn't matter who does the job as long as it's done right probably, or that it's a good idea to put jobs in India because it helps their economy, almost certainly haven't had to go through the experience told they are unemployed because someone in India is going to do their job and they'll have to have their house repossesed and live in the gutter.

When it happens to you, you'll feel differently, I guarantee it.

If companies based in the UK and doing business mainly in the UK want to operate here, they should be prepared to employ UK staff. If they aren't, they should be taxed at a level equivalent to the difference in wages, and that money used to promote job creation here in the UK.

This is the UK. We should be interested in preserving jobs in the UK. Only when every single person in this country has a job should we be even remotely concerned about the job prospects and living standards of people in India or any other foreign country.

Those who think this is racist....I'll do you a deal. When it happens to you and you have no job, agree now that you won't claim UK unemployment benefit and will instead clear off to India and ask them to pay it for you.

Florence 18-02-2005 11:08
Re: NTL Tech support is in India
 
Quote:
Originally Posted by Mark B
People who say it doesn't matter who does the job as long as it's done right probably, or that it's a good idea to put jobs in India because it helps their economy, almost certainly haven't had to go through the experience told they are unemployed because someone in India is going to do their job and they'll have to have their house repossesed and live in the gutter.

When it happens to you, you'll feel differently, I guarantee it.

If companies based in the UK and doing business mainly in the UK want to operate here, they should be prepared to employ UK staff. If they aren't, they should be taxed at a level equivalent to the difference in wages, and that money used to promote job creation here in the UK.

This is the UK. We should be interested in preserving jobs in the UK. Only when every single person in this country has a job should we be even remotely concerned about the job prospects and living standards of people in India or any other foreign country.

Those who think this is racist....I'll do you a deal. When it happens to you and you have no job, agree now that you won't claim UK unemployment benefit and will instead clear off to India and ask them to pay it for you.

:clap: :clap: :clap: well said http://homepage.ntlworld.com/a.stanf..._11%5b1%5d.gif

Chrysalis 18-02-2005 11:11
Re: NTL Tech support is in India
 
Quote:
Originally Posted by Mark B
People who say it doesn't matter who does the job as long as it's done right probably, or that it's a good idea to put jobs in India because it helps their economy, almost certainly haven't had to go through the experience told they are unemployed because someone in India is going to do their job and they'll have to have their house repossesed and live in the gutter.

When it happens to you, you'll feel differently, I guarantee it.

If companies based in the UK and doing business mainly in the UK want to operate here, they should be prepared to employ UK staff. If they aren't, they should be taxed at a level equivalent to the difference in wages, and that money used to promote job creation here in the UK.

This is the UK. We should be interested in preserving jobs in the UK. Only when every single person in this country has a job should we be even remotely concerned about the job prospects and living standards of people in India or any other foreign country.

Those who think this is racist....I'll do you a deal. When it happens to you and you have no job, agree now that you won't claim UK unemployment benefit and will instead clear off to India and ask them to pay it for you.

Fully agree.

:Yes:

DJ Dave 18-02-2005 15:02
Re: NTL Tech support is in India
 
Just called NTL and was asked for my Pin Number and i was like no have not got one, he was like oh er ok and this was picked up in India (i think) anyway to cut a long story short he could do no modem tests as he kept chaning the story when i said it may be a problem with the modem and he said like they said last time " No, It's your firewall".

AdamD 18-02-2005 15:34
Re: NTL Tech support is in India
 
I have to agree, I don't like Indian call centres either
I have nothing against the indian people, but I honestly can't understand what they say half the time and it just leaves me frustrated.
__________________

Quote:
Originally Posted by DJ Dave
when i said it may be a problem with the modem and he said like they said last time " No, It's your firewall".
My mother and I had that problem consistently when trying to fix our modem crashing out (Modem inside the STB), so we gave up in the end

Chris W 18-02-2005 20:37
Re: NTL Tech support is in India
 
Quote:
Originally Posted by AdamD
I have to agree, I don't like Indian call centres either
I have nothing against the indian people, but I honestly can't understand what they say half the time and it just leaves me frustrated.
__________________



My mother and I had that problem consistently when trying to fix our modem crashing out (Modem inside the STB), so we gave up in the end
If you called 0845 650 0125 (the STB support number) and chose anything apart from the email option, then you were not speaking to someone in India- these calls are all dealt with in Swansea ;)

AdamD 19-02-2005 01:03
Re: NTL Tech support is in India
 
Quote:
Originally Posted by monkeybreath
If you called 0845 650 0125 (the STB support number) and chose anything apart from the email option, then you were not speaking to someone in India- these calls are all dealt with in Swansea ;)
Nah I know, but i've dealt with indian call centres from other companies, namely EA Games
We did have problems getting the technicians to help us at NTL, we called twice and both times were fobbed off with excuses and stuff which wasn't true
I.E our firewall was causing our internet to freeze.

Russ 19-02-2005 09:12
Re: NTL Tech support is in India
 
Just had to call ntl tech support for my parents because their browsing drops a few minutes after booting up, whilst msn and email remain fine.

Got through to some guy in India.

He asked me to reboot the pc and modem. Told him I'd already tried that, he replied he could not help me until I did it again (why??) so I did.

Still the same.

He told me it was my firewall.

I told him there was no firewall on the computer (they'd been using a router and at the moment I'd taken it out of line). He asked me if I was sure.

Russ resisted the urge to headbutt the desk.

He then told me to disable the XP SP2 firewall.

Russ really resisted the urge to headbutt the desk, instead I chose to inform him again there was no firewall on the machine.

He put me on hold.

He came back and told me he could not ping me so I will need to either lower or uninstall my firewall.

Russ actually headbutted the desk at this point.

He put me on hold again, this time without telling me. He put me on hold for so long I had time to download the freebie Zone Alarm, configure it, reboot and watch it work.

And lo and behold, connection is now fine. I'm not interested in what the problem was as it now seems to be fixed. I then hung up.

But the idiot in India would NOT listen to me and was obssessed with the idea that I MUST have had a firewall, even though I told him there was none 3 times. It's callcentre idiots like that who just won't listen which give them a bad name.

</rant over>

badnbusy 19-02-2005 10:17
Re: NTL Tech support is in India
 
Quote:
Originally Posted by Russ D
Just had to call ntl tech support for my parents because their browsing drops a few minutes after booting up, whilst msn and email remain fine.

Got through to some guy in India.

He asked me to reboot the pc and modem. Told him I'd already tried that, he replied he could not help me until I did it again (why??) so I did.

Still the same.

He told me it was my firewall.

I told him there was no firewall on the computer (they'd been using a router and at the moment I'd taken it out of line). He asked me if I was sure.

Russ resisted the urge to headbutt the desk.

He then told me to disable the XP SP2 firewall.

Russ really resisted the urge to headbutt the desk, instead I chose to inform him again there was no firewall on the machine.

He put me on hold.

He came back and told me he could not ping me so I will need to either lower or uninstall my firewall.

Russ actually headbutted the desk at this point.

He put me on hold again, this time without telling me. He put me on hold for so long I had time to download the freebie Zone Alarm, configure it, reboot and watch it work.

And lo and behold, connection is now fine. I'm not interested in what the problem was as it now seems to be fixed. I then hung up.

But the idiot in India would NOT listen to me and was obssessed with the idea that I MUST have had a firewall, even though I told him there was none 3 times. It's callcentre idiots like that who just won't listen which give them a bad name.

</rant over>
Out of interest, why didn't you have a firewall? I wouldn't like my connection completely open...

(unless it's built into your router of course)

AdamD 19-02-2005 10:38
Re: NTL Tech support is in India
 
I have a firewall running all the time, both on the computer and built into the router, but when I have an issue like i'm having all the time lately, I remove both of those elements before contacting support.

poolking 19-02-2005 11:16
Re: NTL Tech support is in India
 
Quote:
Originally Posted by badnbusy
Out of interest, why didn't you have a firewall? I wouldn't like my connection completely open...

(unless it's built into your router of course)
All routers nowadays have built in firewalls and Russ did state in his post that he'd removed the router before ringing support.

Russ 19-02-2005 17:55
Re: NTL Tech support is in India
 
Spot on ;)

mcmanic 19-02-2005 21:54
Re: NTL Tech support is in India
 
Quote:
Originally Posted by scrotnig
People who say it doesn't matter who does the job as long as it's done right probably, or that it's a good idea to put jobs in India because it helps their economy, almost certainly haven't had to go through the experience told they are unemployed because someone in India is going to do their job and they'll have to have their house repossesed and live in the gutter.

When it happens to you, you'll feel differently, I guarantee it.

If companies based in the UK and doing business mainly in the UK want to operate here, they should be prepared to employ UK staff. If they aren't, they should be taxed at a level equivalent to the difference in wages, and that money used to promote job creation here in the UK.

This is the UK. We should be interested in preserving jobs in the UK. Only when every single person in this country has a job should we be even remotely concerned about the job prospects and living standards of people in India or any other foreign country.

Those who think this is racist....I'll do you a deal. When it happens to you and you have no job, agree now that you won't claim UK unemployment benefit and will instead clear off to India and ask them to pay it for you.
100% - my wife worked in customer support for 10years (nymex,cable&wireless to NTL) - Brighton area which was one of the top call centers performace wise, off course they closed that side of it down make her redundent and all her friends and she was sooooo upset about it too even though the moral at these places isn't great do to NTL short commings lol.

I will never phone a Indian call center EVER whatever comapny, i refuse too by sheer principle of the matter and how it effected us and the support from them is generally lower than back here it seems

scrotnig 19-02-2005 23:28
Re: NTL Tech support is in India
 
Quote:
Originally Posted by mcmanic
100% - my wife worked in customer support for 10years (nymex,cable&wireless to NTL) - Brighton area which was one of the top call centers performace wise, off course they closed that side of it down make her redundent and all her friends and she was sooooo upset about it too even though the moral at these places isn't great do to NTL short commings lol.

I will never phone a Indian call center EVER whatever comapny, i refuse too by sheer principle of the matter and how it effected us and the support from them is generally lower than back here it seems
I sympathise and you're 100% right, I have been through redundancy with ntl twice now, luckily I was redeployed but it's sould destroying nonetheless.

I should point out though that none of the Brighton jobs went to India, I believe it was mainly Manchester and Teesside.

mcmanic 20-02-2005 09:47
Re: NTL Tech support is in India
 
yes thats correct, but at the time they said that customer services would never be moved to India, and guess wot -they have,

scrotnig 20-02-2005 09:57
Re: NTL Tech support is in India
 
Quote:
Originally Posted by mcmanic
yes thats correct, but at the time they said that customer services would never be moved to India, and guess wot -they have,
Er, no they haven't.

Customer services is based in Manchester, Glasgow and Swansea.

Chrysalis 20-02-2005 17:48
Re: NTL Tech support is in India
 
Quote:
Originally Posted by monkeybreath
If you called 0845 650 0125 (the STB support number) and chose anything apart from the email option, then you were not speaking to someone in India- these calls are all dealt with in Swansea ;)
If I did this for SACM would they refuse to provide me support?
__________________

Quote:
Originally Posted by scrotnig
Er, no they haven't.

Customer services is based in Manchester, Glasgow and Swansea.
When I ring customer services why do I get india?

its not just tech support.

Bill C 20-02-2005 17:53
Re: NTL Tech support is in India
 
Quote:
Originally Posted by Chrysalis
If I did this for SACM would they refuse to provide me support?
__________________



When I ring customer services why do I get india?

its not just tech support.



There is no customer support in India

Only Tech support

Derek 20-02-2005 18:06
Re: NTL Tech support is in India
 
Quote:
Originally Posted by Chrysalis
When I ring customer services why do I get india?
You wont get India. You may however get to speak to one of the people in Swansea, Manchester or Bellshill who have parents/grandparents etc. from India/Pakistan/Bangladesh.

Some of them have a strong accent and some don't. The same way some of the Scottish or Welsh agents might have strong Scots or Welsh accents and be hard to understand for some people.

scrotnig 20-02-2005 18:08
Re: NTL Tech support is in India
 
Quote:
When I ring customer services why do I get india?

its not just tech support.
You don't, it's as simple as that.

PLEASE don't tell me this is going to be another stupid thread like the unbundling one, where people with no facts argue black is white with people who do know.

I work for ntl. I went through part of the redundancy process that reorganised where customer services are going. I deal with customer services every day. THEY ARE NOT IN INDIA!

WTF is the point of ntl staff posting help and advice on here when half the posters simply dispute every bloody word we say?

Why on Earth are you suddenly insisting that customer services is in India, despite several ntl staff telling you it's rubbish? Is it perhaps because you've spoken to someone with an Indian accent? Believe it or not, there are people of Indian origin living right here in the UK.

Bill C 20-02-2005 18:16
Re: NTL Tech support is in India
 
Quote:
Originally Posted by scrotnig

Why on Earth are you suddenly insisting that customer services is in India, despite several ntl staff telling you it's rubbish? Is it perhaps because you've spoken to someone with an Indian accent? Believe it or not, there are people of Indian origin living right here in the UK.
Dont worry i know all to well where this will go. Just read my sig for more info :)


At least it's only the one or two that seem to have it in for us. I bet this will
go on and on and on with no proof to back it up.

Chris W 20-02-2005 22:09
Re: NTL Tech support is in India
 
Quote:
Originally Posted by Chrysalis
If I did this for SACM would they refuse to provide me support?
you would be directed to the SACM support number- it is not a matter of "refusing" to provide support, more that they will be unable to help you. stbs and sacms have their details held on different databases and use different diagnostic tools. Most staff in the STB department will not have access to these.

Chrysalis 21-02-2005 19:35
Re: NTL Tech support is in India
 
right now I am very confused, if I dial 150 and choose billing/customer service NOT tech support I get india, either the phone system is b0rked or someone is telling porkies.

scrotnig 21-02-2005 19:39
Re: NTL Tech support is in India
 
Quote:
Originally Posted by Chrysalis
right now I am very confused, if I dial 150 and choose billing/customer service NOT tech support I get india, either the phone system is b0rked or someone is telling porkies.
How do you know for certain that you get India?

The reason I ask is that for on-net customers there are definitely no customer services staff in India. Freedom (off net) customers, that's a totally different 'cup of fish'.

Chris W 21-02-2005 19:40
Re: NTL Tech support is in India
 
Quote:
Originally Posted by Chrysalis
right now I am very confused, if I dial 150 and choose billing/customer service NOT tech support I get india, either the phone system is b0rked or someone is telling porkies.
No you do not.

There is no customer service in india.
There is billing deparment in india.
There is no customer care in india.
There is no retentions department in india.
When you dial 150 the only thing that will connect you with india is broadband faults.

Has it not crossed your mind that you could be speaking to an English person in the UK?? Perhaps next time ask them where they are based, and i guarantee they will not say india.

But then of course they could be lying as well :rolleyes:

Nikko 21-02-2005 19:48
Re: NTL Tech support is in India
 
This Indian call centre thing is getting epedemic. I rang up the local take-away for a Curry last night, and I am sure the person who took the order was Indian.

poolking 21-02-2005 19:54
Re: NTL Tech support is in India
 
Quote:
Originally Posted by Nikko
This Indian call centre thing is getting epedemic. I rang up the local take-away for a Curry last night, and I am sure the person who took the order was Indian.
:rofl:

Chrysalis 21-02-2005 20:43
Re: NTL Tech support is in India
 
I knew was india because they told me they were unable to do something to my cable modem to rebalance it due to their call centre not been in the uk. I rang up billing to try and bypass india :)

So I am putting it down to the call system been faulty and routing me wrong.

Ok here is a new question, is there any SACM support still based in uk?

scrotnig 21-02-2005 20:48
Re: NTL Tech support is in India
 
Quote:
Originally Posted by Chrysalis
I knew was india because they told me they were unable to do something to my cable modem to rebalance it due to their call centre not been in the uk. I rang up billing to try and bypass india :)

So I am putting it down to the call system been faulty and routing me wrong.
Then you were speaking to technical support in India, not billing, regardless of what option you pressed.

There are NO on-net staff in India, other than technical support teams. Period.

Chris W 21-02-2005 20:52
Re: NTL Tech support is in India
 
Quote:
Originally Posted by Chrysalis
Ok here is a new question, is there any SACM support still based in uk?
yes. in Swansea.

BarFly 21-02-2005 21:34
Re: NTL Tech support is in India
 
Quote:
Originally Posted by Chrysalis
Ok here is a new question, is there any SACM support still based in uk?
ok just to follow up on what monkey has said with regard to on net calls :

Langley = Swansea + India ( 0845 650 0121 )
Bromley SACM = Swansea + India ( 08450 650 0925 )
Bromley STB = Swansea ( 0845 650 0125 )

Soon this will change as india have icms up & running & they have staff in swansea being trained on STB BB, so soon you could end up in either swansea or india when phoning tech support. which dont forgot is no longer run by NTL, but by IBM.

No other on net Dept ( ie Faults , Billing , CS, Installs ) have been moved to India, though unsure on off-net, as some was in india & some was in newport, unsure where it all is now.

Florence 21-02-2005 21:51
Re: NTL Tech support is in India
 
Quote:
Originally Posted by BarFly
ok just to follow up on what monkey has said with regard to on net calls :

Langley = Swansea + India ( 0845 650 0121 )
Bromley SACM = Swansea + India ( 08450 650 0925 )
Bromley STB = Swansea ( 0845 650 0125 )

Soon this will change as india have icms up & running & they have staff in swansea being trained on STB BB, so soon you could end up in either swansea or india when phoning tech support. which dont forgot is no longer run by NTL, but by IBM.

No other on net Dept ( ie Faults , Billing , CS, Installs ) have been moved to India, though unsure on off-net, as some was in india & some was in newport, unsure where it all is now.
I had phone calls back from NTL and they said that customers need to give NTL feedback on how they find the callcentres and if the outcome was successful. I have given them my views on the India callcentre and they admited the system failed me. I wasn't asked trelevent questions and tests wasn't carried out. This will happen many times and in the end NTL will have to admit its false economy.


How many Top bosses bonuses would pay to have the callcentres in the UK as if the only way they can reach their targets to get the bonuses then they should lose the bonus due to their failure, they have failed the company, customers and the UK.

Chris W 21-02-2005 22:00
Re: NTL Tech support is in India
 
I'm quite liking this india callcentre lark, it means none of the moaning about Tech Support is directed at Swansea anymore; everyone immediately assumes that the new staff in India and worse trained than new starters in Swansea, but ho hum...

India can take the blame as far as i'm concerned :p:

Neil 21-02-2005 22:09
Re: NTL Tech support is in India
 
Quote:
Originally Posted by Kits
How many Top bosses bonuses would pay to have the callcentres in the UK as if the only way they can reach their targets to get the bonuses then they should lose the bonus due to their failure, they have failed the company, customers and the UK.
Bonuses??....

Hussain et all should lose their sodding jobs for the way they have contuinued to treat their customers, & all the BS they have spouted.

Let me tell you something-I have met Aizad on several occaisions, & at first I thought he was a genuine, caring guy that was capable of turning ntl's abysmal customer care reputation around.....then I woke up & realised I'd been sucked in by his BS. :dozey:

He is one of the worst offenders IMO. :monkey:

Florence 21-02-2005 22:20
Re: NTL Tech support is in India
 
Quote:
Originally Posted by Neil
Bonuses??....

Hussain et all should lose their sodding jobs for the way they have contuinued to treat their customers, & all the BS they have spouted.

Let me tell you something-I have met Aizad on several occaisions, & at first I thought he was a genuine, caring guy that was capable of turning ntl's abysmal customer care reputation around.....then I woke up & realised I'd been sucked in by his BS. :dozey:

He is one of the worst offenders IMO. :monkey:
You think he will hang around if he isnt getting a bonus! mm well yes perhaps you are right he will hang aroudn as he can't move on

Chris W 21-02-2005 22:22
Re: NTL Tech support is in India
 
hmm... remind me how the MD of one company is responsible for another company outsourcing their call centre offshore??

Broadband Tech Support is managed by IBM- not ntl. So it is IBM that make the business decisions. They have a minimum five year contract in Swansea under TUPE regulations, so Swansea support will definately remain for another 4.5 years at least.

Florence 21-02-2005 22:37
Re: NTL Tech support is in India
 
Quote:
Originally Posted by monkeybreath
hmm... remind me how the MD of one company is responsible for another company outsourcing their call centre offshore??

Broadband Tech Support is managed by IBM- not ntl. So it is IBM that make the business decisions. They have a minimum five year contract in Swansea under TUPE regulations, so Swansea support will definately remain for another 4.5 years at least.
If they have to keep swansea support then the need for India is nill. I will personally not deal anymore with India they had their chance and blew it.

AS for the MD well who had this brilliant brain wave in the first place to falsly claim to save money.. If it wasn't him he had to accept the missguided idea for it to be implemented. The worst Idea NTL have ever come up with.

Don't see anyone suggesting to outsource Aizad's job to India now that would save NTL a fortune. outsource one job his.

BarFly 21-02-2005 22:53
Re: NTL Tech support is in India
 
Quote:
Originally Posted by Kits
If they have to keep swansea support then the need for India is nill. I will personally not deal anymore with India they had their chance and blew it.

AS for the MD well who had this brilliant brain wave in the first place to falsly claim to save money.. If it wasn't him he had to accept the missguided idea for it to be implemented. The worst Idea NTL have ever come up with.

Don't see anyone suggesting to outsource Aizad's job to India now that would save NTL a fortune. outsource one job his.
No one has outsourced Aizads job, as has been pointed out before because NTL have not sent the jobs to india, IBM has, perhaps aiming a few comments there way aswell as NTL's might not go amiss. All NTL has done is outsource to IBM ( rightly or wrongly is another arguement )

Is there a need for the india call centre? it has its good points & bad points, from someone who now works along side the india call centre...they make my standard of life better as i now have reduced anti social working hours due to them covering more & more shifts, & they will eventually, from my understanding, take all the anti-social hours, leaving swansea to cover 8-8 mon - fri :).

There are bad points aswell, but il leave them go for now.

Florence 21-02-2005 23:58
Re: NTL Tech support is in India
 
Quote:
Originally Posted by BarFly
No one has outsourced Aizads job, as has been pointed out before because NTL have not sent the jobs to india, IBM has, perhaps aiming a few comments there way aswell as NTL's might not go amiss. All NTL has done is outsource to IBM ( rightly or wrongly is another arguement )

Is there a need for the india call centre? it has its good points & bad points, from someone who now works along side the india call centre...they make my standard of life better as i now have reduced anti social working hours due to them covering more & more shifts, & they will eventually, from my understanding, take all the anti-social hours, leaving swansea to cover 8-8 mon - fri :).

There are bad points aswell, but il leave them go for now.
So technically the customers are screwed from 8pm every night until 8am and all weekend. as India couldn't arrange an engineer for me just told me to phone CS on monday to arrange the engineer. and this from a company that has now stopped maintaining the network only doing repairs when it fails. Reason for that they made most of the engineers redundant.

Great move forward. :td:

BarFly 22-02-2005 00:21
Re: NTL Tech support is in India
 
Quote:
Originally Posted by Kits
So technically the customers are screwed from 8pm every night until 8am and all weekend. as India couldn't arrange an engineer for me just told me to phone CS on monday to arrange the engineer. and this from a company that has now stopped maintaining the network only doing repairs when it fails. Reason for that they made most of the engineers redundant.

Great move forward. :td:
no as i said in my posts Kits,

Quote:
Originally Posted by BarFly
from my understanding.
Please dont read into something i havent said Kits, also india will have the ability to raise fault tickets & deal with fully without passing to Swansea, probably after the next batch of harmony upgrades or maybe sooner. ;)

If any agent has told you to phone Cs to raise a fault ticket then there was / is a problem there, because at present, swansea is open till midnight every night & all the agent would have done was raise a fault request & fwd it to swansea.

Just looked back: you were advised to speak to Cs as you couldnt pass Dpa & needed a pin no. this is a training issue not a problem where the support wasnt dealt with, if you would have had the pin no. a fault would have been raised for you, but this a now turning into a hypothetical<sp> situation so il stop there.

Quote:
Originally Posted by BarFly
they make my standard of life better as i now have reduced anti social working hours due to them covering more & more shifts, & they will eventually, from my understanding, take all the anti-social hours, leaving swansea to cover 8-8 mon - fri :).
please be aware my comments are regarding moving to 8-8 mon -fri are personal, as i said, my standard of life better, nothing is mentioned regarding to level of support or how it affects customer level of support, that is not for me to decide upon

carlingman 25-02-2005 01:10
Re: NTL Tech support is in India
 
The naivety of staff posting in this thread is nothing more than laughable.

Ok so at the end of the day they pay your wages and therefore you in return offer some kind of loyalty.

At the end of the day of like many and most organisations you have to remember you are nothing more than a figure (debit) on their books.

Please do not swallow all this respected employee crap any longer.

I like many have been there done that and got the t-shirt.

Example being in the NTL Newport days when being told by a Director of NTL that Cable Modem Support was the hub of the Business and the Future.

Then they brought guys in from Swansea saying they are not here to take your Jobs but to be trained by you so they can take overflow.

What happened, well yes you guessed it 90 techs from Newport were made redundant and the support routed to Swansea.

Same way happening now, which it will eventually be outsourced to India.

Outsourcing to Manpower/IBM is just the start so NTL can wash their hands and deny having any part of it.

Not quite so convenient and obvious with this where they can bring them in and sit next to you and poach your skills so they adopt a behind the scenes approach and route the calls thinking people wont cotton on etc.

I am now currently working on a consultancy basis for an unnamed company offering advice on how their call routing software will work and advising on its functionality and answering too many questions from their senior management to know which way this is going.

Does not take a genius to work out they are looking for ways to route their calls elsewhere without the current workforce knowing.

Sorry for the wake up call people but luckily for some the Network in this case cannot be managed remotely but the tech support side and billing side unfortunately can as in the case of many organisations.

Wake up and smell the coffee and be warned.

:D

scrotnig 25-02-2005 01:25
Re: NTL Tech support is in India
 
Carlingman you are 100% right in all you say.

I have seen this sort of thing too many times, but still when I issue warnings of impending doom people laugh at me or call me 'negative'. Boy do I HATE that word. But I digress.

I predicted my last two redundancies, and in fact the more recent one I predicted last February and it wasn't announced until April. I even correctly predicted which office the jobs would go to. I have predicted again that my current job is headed for redundancy, not immediately but within 12 months. Again I am derided as negative, we shall see. The signs are all there. And again, I know which office it's going to go to.

Perhaps this is the real reason large companies seem to always be keen to ditch experienced staff in redundancy programmes. They know too much and are too long in the tooth to have the wool pulled over their eyes, they can see through everything that's done.

BBKing 25-02-2005 07:07
Re: NTL Tech support is in India
 
Quote:
Perhaps this is the real reason large companies seem to always be keen to ditch experienced staff in redundancy programmes.
Nah - much simpler than that - experience isn't included in the calculations of the cost of outsourcing (because it isn't quantifiable in financial terms), except inasmuch as experienced staff tend to cost more. Hence experience counts *against* you instead of for you. That's what you get with bean counters, I'm afraid.

BTW scrotnig, I don't find you negative at all - realistic would be a more appropriate adjective.

Chrysalis 25-02-2005 17:55
Re: NTL Tech support is in India
 
"Does not take a genius to work out they are looking for ways to route their calls elsewhere without the current workforce knowing."

could this be why my customer service call got routed to india?

Derek 25-02-2005 18:04
Re: NTL Tech support is in India
 
Quote:
Originally Posted by Chrysalis
could this be why my customer service call got routed to india?
No. The reason your call was routed to India was that either you chose the wrong option in the IVR (doubtful), the system had a dozy moment and randomly routed your call to India (even more doubtful) or you got through to somewhere in the UK with an employee who may not have English as a first language and with the current problems is poorly trained and will say anything to get people off the phone (more likely than option A or B)

Now repeat after me.

Customer Service calls are not going to India,
Customer Service calls are not going to India,
Customer Service calls are not going to India,

And repeat until it sinks in. ;)

scrotnig 25-02-2005 18:10
Re: NTL Tech support is in India
 
Quote:
Originally Posted by Chrysalis
"Does not take a genius to work out they are looking for ways to route their calls elsewhere without the current workforce knowing."

Could this be why my customer service call got routed to india?
There's nobody in India taking customer service calls, as you've been told dozens of times by people who know.

Some people on this site are really starting to pee me off, arguing black is white all the time and refusing to listen to reason.

Chrysalis 25-02-2005 18:44
Re: NTL Tech support is in India
 
well its just been said they working on routing calls without the STAFF knowledge. Work that one out.

scrotnig 25-02-2005 18:51
Re: NTL Tech support is in India
 
Quote:
Originally Posted by Chrysalis
well its just been said they working on routing calls without the STAFF knowledge. Work that one out.
You will need to take my word for it then. I am in a position where I would know. There are NO customer service calls being handled in India at present. 100% guaranteed.

Now I'm not saying they won't be in the future. Who knows? Nothing is impossible. But at this point in time, definitely, inarguably, 110%, not.

Nidge 25-02-2005 19:16
Re: NTL Tech support is in India
 
Quote:
Originally Posted by scrotnig
You will need to take my word for it then. I am in a position where I would know. There are NO customer service calls being handled in India at present. 100% guaranteed.

Now I'm not saying they won't be in the future. Who knows? Nothing is impossible. But at this point in time, definitely, inarguably, 110%, not.

Why are calls being transfered to India then if there are no tech suppport in India?? I've had the unfortunate task of calling tech support over the last few weeks, everytime I've been put through to India, you keep on saying it's not in India when we all know it is.

Derek 25-02-2005 19:20
Re: NTL Tech support is in India
 
Oh FFS :mad: does no-one actually read what is posted before jumping in with a daft comment.

Tech Support = Swansea/India
Customer Service = UK

Clear enough?

BarFly 25-02-2005 19:29
Re: NTL Tech support is in India
 
Quote:
Originally Posted by Nidge
Why are calls being transfered to India then if there are no tech suppport in India?? I've had the unfortunate task of calling tech support over the last few weeks, everytime I've been put through to India, you keep on saying it's not in India when we all know it is.
No one has said tech support is not in india, it is, CS is not in india

As has been said umpteen times before, at present only tech support calls should be routed to india. IBM implemented this change & not NTL, the calls are routed to a subsidery(sp) of IBM called Daksh, who at present only deal with Cable Modem support in conjuction with Swansea.

Russ 25-02-2005 19:31
Re: NTL Tech support is in India
 
OK peeps, have a breather before you post please. Nothing wrong with a heated debate but I don't want to have to lock this one for people to cool down.

Bill C 25-02-2005 19:33
Re: NTL Tech support is in India
 
Quote:
Originally Posted by Chrysalis
well its just been said they working on routing calls without the STAFF knowledge. Work that one out.
Why will you just admit you are wrong or are we to have another Centrica thread. :mad:

You are still saying they control NTL

Why o why do some have it in there head that Customer service is in India.

Tell you what prove to me that customer service's is in india, Tech support is there but NOT i repeat NOT customer service. If you can prove that customer service is in india i will give £50.00 to a charity of your choice

But you will not. You will carry on with your constant moaning at NTL and its service.

Chrysalis 25-02-2005 22:55
Re: NTL Tech support is in India
 
I will not prove anything, get a grip this is no competition I am not trying to earn brownie points.

scrotnig I will take your word for it, I will put it down to either me pressing the wrong option somewhere or a short glitch in the system.

scrotnig 25-02-2005 23:35
Re: NTL Tech support is in India
 
Quote:
Originally Posted by Chrysalis
I will not prove anything, get a grip this is no competition I am not trying to earn brownie points.

scrotnig I will take your word for it, I will put it down to either me pressing the wrong option somewhere or a short glitch in the system.
More likely the latter I daresay.

carlingman 26-02-2005 01:27
Re: NTL Tech support is in India
 
Quote:
Originally Posted by scrotnig
Carlingman you are 100% right in all you say.

I have seen this sort of thing too many times, but still when I issue warnings of impending doom people laugh at me or call me 'negative'. Boy do I HATE that word. But I digress.

I predicted my last two redundancies, and in fact the more recent one I predicted last February and it wasn't announced until April. I even correctly predicted which office the jobs would go to. I have predicted again that my current job is headed for redundancy, not immediately but within 12 months. Again I am derided as negative, we shall see. The signs are all there. And again, I know which office it's going to go to.

Perhaps this is the real reason large companies seem to always be keen to ditch experienced staff in redundancy programmes. They know too much and are too long in the tooth to have the wool pulled over their eyes, they can see through everything that's done.
Na negative is not the word for yourself - clued up and educated is more nearer the mark - no pun intended there.

Saving grace maybe a merger with Telewest to stop the poaching of jobs to India.

:D

JohnHorb 26-02-2005 06:58
Re: NTL Tech support is in India
 
Anyone know whether Telewest out-source to IBM?

Florence 26-02-2005 08:56
Re: NTL Tech support is in India
 
Telewest do not outsource their support is in the UK. I know someone who works there - they even have regular talks with the CEO to see what can be done to keep improving.


He talks to them all over the intranet once a week what dedication to improving customer / CS relations.

BarFly 26-02-2005 09:55
Re: NTL Tech support is in India
 
I think telewest have outsourced there Tech support to Fujitsu, i think its based in manchester.

though i am prepared to be wrong with this, though pretty certain it is the case

on a side note, telewest still use icms as there main database, so if a merger goes ahead, this could leave the Harmony project up in the air, with no where to go.....

scrotnig 26-02-2005 10:51
Re: NTL Tech support is in India
 
Rumours abound that Harmony will not now replace ICMS at ntl and the company will stick with two systems, Harmony for one part of the company and ICMS for the rest.

This is still a significant improvement on what went before.

Florence 26-02-2005 12:13
Re: NTL Tech support is in India
 
Quote:
Originally Posted by scrotnig
Rumours abound that Harmony will not now replace ICMS at ntl and the company will stick with two systems, Harmony for one part of the company and ICMS for the rest.

This is still a significant improvement on what went before.
How much did they waste on Harmony for it to now not go ahead and who authorised the project. This person now needs being made reundant for wasting so much money.

Bill C 26-02-2005 12:28
Re: NTL Tech support is in India
 
Quote:
Originally Posted by Kits
How much did they waste on Harmony for it to now not go ahead and who authorised the project. This person now needs being made reundant for wasting so much money.

You used Harmony then Kits. You must have to be able to be sooooo critical of something that you demand that someone should lose there job over . I have used it and therefor cam make an informed statement about it. It has issues but it works.

Why o why do we have users making statements about stuff on here that

A. They have not had first hand knowledge of something unless they have worked for NTL.
B. Make complete and utter bull**** up and know it is just to make a statement."you know who you are"

Gee i am realy starting to see my arse over this. If i say anything like half of what is said on here without any proof i would be accused of NTL bull****, But anyone else can say what they want.:mad:

scrotnig 26-02-2005 12:32
Re: NTL Tech support is in India
 
Quote:
Originally Posted by Kits
How much did they waste on Harmony for it to now not go ahead and who authorised the project. This person now needs being made reundant for wasting so much money.
It's only a rumour, nothing definite. The next stage of the migration, SMS, is still going ahead in April.

The thing is, ICMS is the biggest database out of all of them by a few thousand miles. It's a whole different kettle of fish to the comparitively small migrations done so far (although they are big in themselves).

As I say, this is not definite, but it's a rumour that's persisted for some months now and I keep hearing it from different people.
__________________

Harmony does indeed largely work, it isn't perfect but it's got a lot better recently.

It's also user friendly. It doesn't take new staff fourteen years to learn how to use it properly, which was the case with most of the older systems.

The company can also add bits in and alter things themselves in house without having to pay a fortune for custom modifications, as they do with things like ICMS.

goldoni 26-02-2005 12:36
Re: NTL Tech support is in India
 
After reading this thread I was dreading calling Tech support last night and listening to the recorded voice saying they are very busy and the wait could be long, but within two minutes my call was answered by a person who had a slight Indian accent.

He dealt with my little problem that was about another persons email account that was not working; this was quickly sorted after a few checks I was authorised to change settings on another persons account. Total time on phone 6 minutes, problem sorted :tu:

Paul 26-02-2005 12:39
Re: NTL Tech support is in India
 
Lets have a little calm in here please.

I have to agree that Bill does have a point - unless you have first hand knowledge of ntl's internal systems, then you are not really in a position to pass judgement on them.

The same with Customer Services - it has been made quite plain by those who work for ntl that these are not in India, so unless someone has proof that everyone in ntl is wrong, let's have no more accusations which just seem to be aimed at winding people up. Stick to the facts people. :)

Russ 26-02-2005 12:40
Re: NTL Tech support is in India
 
Some people are getting worked up in this thread and it seems like the cause is misinformation and rumour.

So let's consider what we know to be true so far.

ntl's Customer Service is not in India.

Customer Service are the people who you speak to about billing, changing your tv package, adding features to your phone account.

The overspill of ntl's Technical Support can sometimes go to India.

These are the people you speak to if there's a problem with your internet connection, email or webspace.

Please can people bear this in mind.

Bill C 26-02-2005 12:42
Re: NTL Tech support is in India
 
Quote:
Originally Posted by Russ D
Some people are getting worked up in this thread and it seems like the cause is misinformation and rumour.

So let's consider what we know to be true so far.

ntl's Customer Service is not in India.

Customer Service are the people who you speak to about billing, changing your tv package, adding features to your phone account.

The overspill of ntl's Technical Support can sometimes go to India.

These are the people you speak to if there's a problem with your internet connection, email or webspace.

Please can people bear this in mind.
Thank you :clap:

Russ 26-02-2005 12:45
Re: NTL Tech support is in India
 
Don't forget as well that ntl probably have some Indian people working in their UK callcentres so just because the person you speak to sounds Indian or has an Indian name does not mean the call has been outsourced.

I mean, you could always ASK them if they're in India....

scrotnig 26-02-2005 12:58
Re: NTL Tech support is in India
 
Quote:
Originally Posted by Russ D
Some people are getting worked up in this thread and it seems like the cause is misinformation and rumour.

So let's consider what we know to be true so far.

ntl's Customer Service is not in India.

Customer Service are the people who you speak to about billing, changing your tv package, adding features to your phone account.

The overspill of ntl's Technical Support can sometimes go to India.

These are the people you speak to if there's a problem with your internet connection, email or webspace.

Please can people bear this in mind.
Additionally, it's worth clarifying that all technical support staff now work for an outsourcing company, and it is that company who took the decision to overspill the calls to India. ntl themselves didn't take this decision, ntl just pay the outsourcing company to handle the calls and it's up to them what they do with them.

Bill C 26-02-2005 13:12
Re: NTL Tech support is in India
 
Quote:
Originally Posted by Russ D
Don't forget as well that ntl probably have some Indian people working in their UK callcentres so just because the person you speak to sounds Indian or has an Indian name does not mean the call has been outsourced.

I mean, you could always ASK them if they're in India....
And that means you have to phone them, NOT refuse to like some have stated they will do, In that case you will never get your faults fixed. This site is here to help users but its not a i cannot be botherd or will not phone Tech support site. Certainly let NTL staff know in here about your fault but you must report it to NTL to get it fixed.

absl 26-02-2005 15:42
Re: NTL Tech support is in India
 
:clap: couldn't agree more


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