Re: Trouble at Swansea?
 

:notopic: Can we leave the chat to your workplace and return to the subject of this thread please?

Re: Trouble at Swansea?
 

Not the entire FMC and TSC are outsourced, I'm in FMC in Swansea, TSC is also here, and it's the same in Liverpool.

Re: Trouble at Swansea?
 

So working for a 3rd party contractor isnt outsourced ? ;)
Outsourced doesnt have to mean offshore. Working in Swansea, you should know that point very well ;) :angel: as TSC was the first of the ex-ntl area's to be outsourced, followed by FMC & CMC etc...

Re: Trouble at Swansea?
 

People getting services illegally has been going on for years,if customers are leaving or reducing their packages its because either (a) the packages dont offer value for money or (b) people are tightening their belts in the current climate.

Re: Trouble at Swansea?
 

Or (c) people getting through to India and getting no help!

Re: Trouble at Swansea?
 

I have dealt with India on numerous occasions with no problems...

There are just as many problems created in the UK Centres as there are in Pune/Bangalore - people just choose to blame it on the offshore guys as nobody seems to like them!

Axe Becogent CMC or India CMC??

Byebye BC :p:

Re: Trouble at Swansea?
 

But not the Becogent TSC as they are good.:)

Re: Trouble at Swansea?
 

I would love to be surprised but i'm really not.

The offshore call centers have been going for a few years now, and even though people still complain about them they are getting better and complaints less. Also they are much cheaper to run than UK ones, and more flexible as they can call people in at a moments notice.

The center in swansea, has gone from a huge building that was once full of staff to now only half operating.

I would think that it is unlikly that staff are made redundant as it would make more sense for manpower to shift operations to one of their other clients that value UK only call centers, and re-train the current VM staff as they already have most of the skills needed and would save on redundancy costs.

Re: Trouble at Swansea?
 

You know it! :)

---------- Post added at 13:37 ---------- Previous post was at 13:35 ----------


Agreed. I'm thinking some day soon we shall have 'super users' that deal with pretty much all departments.

They've already got CMC agents dealing with Relations and Sales calls.

They've got Sales doing relations...only a matter of time before they start asking more of us.

Bring it on :)

Re: Trouble at Swansea?
 

When I worked for FMR at Teesside there was a 1hr plus wait for Broadband Support at Swansea. Even though we only really dealt with DTV, CATV and telco several of us ended up providing Broadband support as well. I used to also work Retentions and was seconded occasionally to the CMC. I was also going to work overtime in sales but then FMR overtime became so plentiful that I did not have to.

To be honest that's probably why they got outsourced as the overtime was way over the top, had they trained the staff they took on correctly and had the right amount of them their jobs might have been a little more secure.

Re: Trouble at Swansea?
 

Agreed!

I didn't realise they had users working across the board like you were, though!

Re: Trouble at Swansea?
 

Why do you think Faults are all on 151, because they want them all cross trained if possible.

Re: Trouble at Swansea?
 

Sort of a non story in my view - Off shore outsourcing saves money, On shore outsource is just a temporary step before and TUPE helps reduce long redundancy term costs I think.

CMC are now starting to recruit again in a few offices which is a good sign on that front.

Hows that then? Faults have been on 151 for the last 10 years other than when it was pulled

Re: Trouble at Swansea?
 

TUPE does not truly affect agency staff.

Because they have started cross training, and now 151 is back so it would make it easier for BBI techs to be able to answer all 3 types of faults calls.

Re: Trouble at Swansea?
 

Heart felt wishes go to you all.

/r00t