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-   -   [Merged] Internal Tech Support----> India. (https://www.cableforum.uk/board/showthread.php?t=22631)

Neil 14-01-2005 19:20
[Merged] Internal Tech Support----> India.
 
Quote:
Originally Posted by The Register
IBM is shunting more helpdesk work to India as it looks to cut costs. Workers at cableco NTL are now having their IT and PC problems handled by staff at IBM's Integrated Delivery Centre (IDC) in India.

Big Blue began routing calls to India earlier this week and expects to shunt all calls to the Indian IDC by the end of the month. Staff at NTL have been assured they will see no difference in the quality of support on offer since agents at the IDC are "fully trained on NTL's systems and processes"
Oh dear......

http://www.theregister.co.uk/2005/01/14/ntl_ibm_india/

quadplay 14-01-2005 19:20
Re: Tech Support----> India.
 
These are internal calls only (i.e., from ntl associates having problems with their PCs). It's not going to be service affecting from the customer's POV at all.

Neil 14-01-2005 19:22
Re: Tech Support----> India.
 
Quote:
Originally Posted by jimbo
These are internal calls only (i.e., from ntl associates having problems with their PCs). It's not going to be service affecting from the customer's POV at all.
I know. :)

Neil 14-01-2005 19:27
Re: Tech Support----> India.
 
Quote:
Originally Posted by The Register
Staff at NTL have been assured they will see no difference in the quality of support on offer since agents at the IDC are "fully trained on NTL's systems and processes"
Even ntl's own UK staff aren't "fully trained on NTL's systems and processes" :rolleyes: :LOL:

Training (or lack of it) has always been an issue at ntl, this being highlighted by the fact that you can normally ring ntl 10 times with the same question, & get 10 different answers (NB-Not aimed at ntl staff)

This coupled with the "if you don't know, then just use the old CS-BS â„ ¢ " makes consistancy nigh on impossible for ntl associates in my experience. :td:

kissmygaseye 14-01-2005 21:25
Re: Tech Support----> India.
 
Quote:
Originally Posted by jimbo
These are internal calls only (i.e., from ntl associates having problems with their PCs). It's not going to be service affecting from the customer's POV at all.
yet............................................... ...

Chris W 15-01-2005 00:39
Re: Tech Support----> India.
 
Quote:
Originally Posted by Neil
Even ntl's own UK staff aren't "fully trained on NTL's systems and processes" :rolleyes: :LOL:
:nono: :PP:

Quote:
Training (or lack of it) has always been an issue at ntl, this being highlighted by the fact that you can normally ring ntl 10 times with the same question, & get 10 different answers (NB-Not aimed at ntl staff)

This coupled with the "if you don't know, then just use the old CS-BS â„ ¢ " makes consistancy nigh on impossible for ntl associates in my experience. :td:
urm rather off topic....

the article is about staff who aren't even employed by ntl they are employed by IBM! Anyhow, i personally won't find it any harder to deal with people from india than people from teeside- both equally difficult to understand IMHO! :p:

Gareth 15-01-2005 02:31
Re: Tech Support----> India.
 
...and at least the Indian staff will be more polite... Yes, sir, Mr MonkeyBreath, sir

Toto 15-01-2005 11:14
Re: Tech Support----> India.
 
Quote:
Originally Posted by kissmygaseye
yet............................................... ...
Now, actually, I believe that some first level customer Internet technical support is handled in India. Although this topic is actually about ntl's Internal desktop support. :)

scrotnig 15-01-2005 15:00
Re: Tech Support----> India.
 
Quote:
Originally Posted by Neil
Bad idea. I am against ALL outsourcing of UK jobs to India, or any other foreign country.

Maybe all those in favour of it and who claim I am racist will feel the same way once their own job goes there and they can't pay the mortgage.

ian@huth 15-01-2005 15:39
Re: Tech Support----> India.
 
Quote:
Originally Posted by Mark B
Bad idea. I am against ALL outsourcing of UK jobs to India, or any other foreign country.

Maybe all those in favour of it and who claim I am racist will feel the same way once their own job goes there and they can't pay the mortgage.
I am in full agreement with you.

People in this country that lose their jobs is bad enough but also the country is losing the skills that those people had. If a company outsources abroad for a few years and then decides to bring the jobs back here they will virtually have to start afresh with new staff that don't have the skills, company knowledge and product knowledge.

Bob 15-01-2005 16:23
Re: Tech Support----> India.
 
Quote:
Originally Posted by monkeybreath
Anyhow, i personally won't find it any harder to deal with people from india than people from teeside- both equally difficult to understand IMHO! :p:
:mad: :Peace: At least you don't work for Telewest and don't have to talk to Geordies. Our accent is just a softer version of that :p:

And Teesside has two s's :D

kissmygaseye 16-01-2005 23:35
Re: Tech Support----> India.
 
Back Office jobs moving offshore is a sad fact of life now. We have a government who are actually activley encouraging it. It's just not the banks and insurance companies doing it. A major retailer is moving it's BPO processing offshore with the loss of nearly a thousand jobs. The next time you visit T****'s and hand over your clubcard remember that info is being held offshore now.

Derek 17-01-2005 07:06
Re: Tech Support----> India.
 
Quote:
Originally Posted by kissmygaseye
snip.. remember that info is being held offshore now.
From memory do you not need to accept that your information can be transmitted outside the EU under the DPA? :confused:

I'm not sure if exemptions have been made or this is covered in the T&C's most people (myself included) sign without really reading them.

kissmygaseye 17-01-2005 21:15
Re: Tech Support----> India.
 
Quote:
Originally Posted by dezzo
From memory do you not need to accept that your information can be transmitted outside the EU under the DPA? :confused:

I'm not sure if exemptions have been made or this is covered in the T&C's most people (myself included) sign without really reading them.
No. As long as the company can prove that they use 'best practice' your details can be held anywhere in the world.

Florence 18-01-2005 01:04
Re: Tech Support----> India.
 
Quote:
Originally Posted by kissmygaseye
No. As long as the company can prove that they use 'best practice' your details can be held anywhere in the world.
I think if enough people complain to the DPA about this and how we feel that our details could be compromised that this could be changed.


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