New Presentation Up at ntl.com
 

http://www.ntl.com/locales/gb/en/inv...Y%20June05.pdf

Whatever all that means :cool:

Re: New Presentation Up at ntl.com
 

I will wait for the executive summary :erm:

Re: New Presentation Up at ntl.com
 

Well I can see that the Customer Services has greatly improved, which it has in my opinion,, seems quite a few of the calls are now answered in within 20 seconds, I think it is 35%? Quite good really.

Re: New Presentation Up at ntl.com
 

My last 2 calls, 1 to CS and 1 to BB Tech Support went straight through without me having to wait in a queue AND both of my problems were sorted within minutes. I was both surprised and at the same time impressed. Well done Ntl, long may service on this level of excellence continue.

Mick

Re: New Presentation Up at ntl.com
 

I take it step 4 is what's spured the talks with this sites Admins!

Re: New Presentation Up at ntl.com
 

Could well be :)

Re: New Presentation Up at ntl.com
 

But that is only for this year:p: surely you dont expect meaningfull discussion on customer issues :rolleyes:

Re: New Presentation Up at ntl.com
 

Bit negative there, and particularly short sighted considering we are already.

Re: New Presentation Up at ntl.com
 

Customer interface ... is that USB or Ethernet :Yikes:

Re: New Presentation Up at ntl.com
 

Have to be Ethernet, the USB drivers don't work :LOL:

Re: New Presentation Up at ntl.com
 

It depends what meaningful issues the customer has had this year?

Re: New Presentation Up at ntl.com
 

Are those "Customer Services Metrics" fictional? Less than 3 minutes to answer a call?? Is that from when you leave the queue? Abandoned rate seems low too.

Re: New Presentation Up at ntl.com
 

Well to be honest, they have improved alot, in the Swansea call centre if the queue is longer than 10 minutes not only do they inform you but offer a call back function where a worker will call back within an hour. Do not know if it just Swansea or not.