NTL/Telewest Moving To India??
 

Heya,

I know this is old news now, but I work for Telewest, but they are keeping everything from us at the office (Just giving us the old 'Your job is safe...for now'), so I was wondering if anyone has any more info on what is happening and when?

Everyone has kind of been left in the dark in my office, and the way that they told us in the first place annoyed a lot of people.

Thanks for your time,
aj.musicmaestro

Re: NTL/Telewest Moving To India??
 

looks like everyones the same - i work for ntl and we were told the same thing when this all started and nothing since.

Re: NTL/Telewest Moving To India??
 

Most call centres will be outsourced sooner or later the only ones left standing will be the ones who stick buy their workers and stay in the UK, many customers are fed up with the service we receive from Indian call centres, we get put through to people who's English is shocking.

Re: NTL/Telewest Moving To India??
 

i belive this will come back and bite them on the bum it now costs the customer money to call customer support and when you cant understand each other thats when tempers flair
now even india are sounding like the contractors there latest get rid of them quick is it will be onin 4 hours.

Re: NTL/Telewest Moving To India??
 

it's not just the english that's shocking - usually they talk utter crap.

Re: NTL/Telewest Moving To India??
 

Im a Manager with ntl: and I have no more information than you so far evrything has remained at the top level.

The contract and management transfer of the Swansea ntl: office to IBM was the first step to closure, to be replaced by IBM's offshore operation.

I suspect all fault centres (Telewest) will follow. I think the transferring of people over to IBM under TAUP is to give them time to train up off shore and undoubtedly avoid some hefty redundancy payments.

You only need to look at our leaders history with LLoyds TSB to see a little of our future they use a handull of small on shore offices but most of their calls are routed to India.

The company is hoping to have a consolidated Customer Management System early next year assuming as always this takes a little longer as it alsways does most jobs in areas like customer services will be safe until then.

We announced 5000 job losses that could only really be achieved by losing customer facing staff

Re: NTL/Telewest Moving To India??
 

Exactly.

Sometimes their english is good, but they talk complete crap.

I hope it doesn't move completly to India.

Re: NTL/Telewest Moving To India??
 

I was watching something on the TV yesterday about India, they said it's got the fastest growing economy in the world, it's even in front of China, I sat there and thought for a while and came up with the answer, they nearly have all our jobs.

Tesco were on about opening a store out there but the Government in India won't allow them as yet, they had a Tesco spokesman saying that they could save a forune in transport costs because most of their clothes are made out there.:rolleyes: :rolleyes: You see it's not just NTL / Telewest and all the banks that are moving to India Tesco are after going out there to.

Re: NTL/Telewest Moving To India??
 

Faults calls have already started going to India!

Re: NTL/Telewest Moving To India??
 

Yes, I know about Tesco, as in our building, Tesco was based but moved out earlier this year, and most of those employees came onto our desk...

Now they and us are having to move to another desk, which no one is really excited about.

Is it true that NTL:Telewest is going 50% to South Africa and 50% to India?

Thanks!

---------- Post added at 14:25 ---------- Previous post was at 14:23 ----------

This is what we have been thinking in the office, as our calls have dropped SO much!

But when we asked about it, management told us they knew nothing about this?!

When we get customers come through most of them complain about just speaking to a person with an indian accent, and they had to put the phone down....Would be nice to know when we will be losing our jobs...

Re: NTL/Telewest Moving To India??
 

wouldn't it be good if ntl had a sysem where you could press 1 to talk to a advisor based in the uk, or press 2 to talk to a advisor based in another country. Then they would really know who the customers prefer to talk to.

Re: NTL/Telewest Moving To India??
 

It's my experience that the Indian staff are more likely to book you an engineer because they can't solve the problem.Suits me.;)

Re: NTL/Telewest Moving To India??
 

and the systems they have access to! I phoned to report a network fault following a thunderstorm - no cable light on modem and modem diags said no recieved power, and neighbour down the road on a different green box was also down so the fault was further up the network. I was told a dozen times to reboot my PC so she could run diagnostics on it. Or power everything down and phone back if it didn't work (after 30mins already on hold!) I tried to explain that it wasn't my PC, and my firewalls wouldn't allow her to run anything on them either (I didn't dare mention the router and multiple PCs and I had tried connecting direct to modem).

The fault centre clearly didn't even have ability to tracert my cable modem and see which box had failed, claimed no one else in my area had same fault .

A couple of years ago we had the same fault (again after thunderstorm) and a pleasant Welsh fellow immediately diagnozed the fault and booked an engineer to fix it without needing a technician to call with only a couple of minutes of free phonecall. It took 63 minutes (@10p per minute*) and ended up with an unnecessary home visit engineer booked (I either had to accept this or close the fault - coz they couldn't see a network fault).

* Promised refund by UK based customer service after complaint - I was prepared to take the complaint to ofcom/ tv / newspapers but ofcom told me to go through ntl complaints procedure first.

Re: NTL/Telewest Moving To India??
 

and there are plenty of examples.

http://www.cableforum.co.uk/board/sh...222#post759222

Re: NTL/Telewest Moving To India??
 

It normally takes about an hour to confirm DPA!! I Absoluteley despise speaking to these clowns, I hope I never have to ring them, if I do and have any issues which are not solved then I will be off like a shot! Whats the betting Customer Relations will still be UK based!!

Re: NTL/Telewest Moving To India??
 

I noticed companies that outsource sales to india, india call centres can handle that kind of thing better then support. If ntl insist on providing employment to india then they should stick sales there and bring TS back here.

Re: NTL/Telewest Moving To India??
 

I wouldn't sign up with any company where you are talking to India for Sales. Never give any bank details to an offshore company.

Re: NTL/Telewest Moving To India??
 

yeah scarey stuff.

Re: NTL/Telewest Moving To India??
 

I guess you with one of the 10% of banks that dont use them then.

Re: NTL/Telewest Moving To India??
 

I was with bt, but got through to an indian call centre, was on 45 mins which should have only been a 5 min conversation, ended up cancelling everything and going to ntl so far so good.
If ntl move to india I will cancel and go elsewhere, thats the choice.

Re: NTL/Telewest Moving To India??
 

dude ntl already use india call centres for some of their operations same as bt.

Re: NTL/Telewest Moving To India??
 

Hi Yes maybe but for the few ocassions in the last 3 weeks when i needed help they where quick, and got english speaking support, so far very happy with them.
Gerry.

Re: NTL/Telewest Moving To India??
 

In the news today Powergen announced that they are pulling out of India for customer services to improve customer satisfaction!! Setting up call centres in the UK, and sales moving back next year!! THEY LISTEN TO THEIR CUSTOMERS.

Re: NTL/Telewest Moving To India??
 

I particuarly liked the quotes from their MD

the firm "was not prepared to achieve savings at the risk and expense of customer satisfaction"

"When customers contact us they need to be fully confident that their query will be fully resolved quickly"

A lesson here for others to learn methinks!

Re: NTL/Telewest Moving To India??
 

great news

Re: NTL/Telewest Moving To India??
 

I think it's fair to say that ntl really don't care about how their customers' queries are resolved so long as they can retain by throwing discounts at customers and make sure more are joining than leave.

It's ironic that where a lot of companies are reversing their policy of outsourcing abroad ntl are a notable company that has a clear intention of increasing it inspite of the obvious dissatisfaction voiced by many to the 'service' supplied by India.

Wonder how many stories it'd take of people spending days and severals calls on the phone to India getting nowhere then a single call that reaches Swansea TSB getting it sorted within 5 minutes. Probably infinite as after all those 0870 calls are a money maker now.

Re: NTL/Telewest Moving To India??
 

yeah I feel the same, it seems ntl have decided that the cost of customer dissatisfaction is worth it for the extra revenue created and enough new signups to cover the people leaving.

Re: NTL/Telewest Moving To India??
 

Well I hope everyone who has had problems takes them to court as I plan to. I refuse to simply tolerate their imcompetence and the hassle and stress that they are causing myself and my parents. I have tried the official line of complaint and they are still under the delusion that I owe them money.

Re: NTL/Telewest Moving To India??
 

All this nonsense of moving work from the UK to the likes of India reminds me of the negotiations that took place many years ago at one car plant.

The managers went through the process of explaining just how much time each machine would save, hence saving the company money, and allowing for bigger profits.

"With these machines in place, we will need only half of the current worksforce" the executive waxed lyrical.

The Union delegate just sat back in his chair, cracked his knuckles, and quietly asked "How many cars will these machines buy"?