Ntl Phone System
 

Just calling ntl now, it seems they have finally lauched the system where if your call centre is busy you can press one enter a contact number and they will return your call within the hour, as powergen, bt etc already have.

Does anyone here now if this will be a permanent feature when calling all ntl depts if there busy ? most defiantly a vast improvement in cust service experience just need to sort out the attitudes and mumbling staff member i spoke too now

Re: Ntl Phone System
 

Sounds like a good idea to me :)

Well done ntl!

Re: Ntl Phone System
 

I hope it is permanent....well done NTL if it is :tu:

Re: Ntl Phone System
 

Great idea, but does it actually work?

Re: Ntl Phone System
 

Oh yee of little faith....but you have a point lol

Re: Ntl Phone System
 

LOL...yes I do sound a little jaded don't I?

It's probably something to do with with only ever receiving one promised return call in the 9 years I've been with ntl...so I'm starting from a perspective of it not working....

...but if it does, then all credit to them.

Re: Ntl Phone System
 

well i've been told it is a permanent thing - affectionately named Q Buster, and yep it does work - the agent recieves a message and provided the cmr left an ntl contact number we get the cmrs details on screen and Q Buster calls them back - if another number is left we just get the cmrs details when we call them back - easy peasy!

Re: Ntl Phone System
 

But doesn't this depend on the caller being given an NTL contact number, some thing that I have never been given when calling the call centres.

Re: Ntl Phone System
 

eh?

this is the situation:

- call ntl
- long queue... Q Buster kicks in, giving you an option to get a callback
- leave a message with name and contact number (can be landline/ mobile)
- hang up
- wait
- Q Buster calls you back on the number given within the specified period
- Agent resolves problem :) (possibly!)

Re: Ntl Phone System
 

is good if you actually get called back, I can see the scenarion where there will be a queue of people waiting to be called back and some will never get the call.

Re: Ntl Phone System
 

Try leaving a message after 8pm on ntl's answer system and see if you get a call back then!! :erm:

Trust me, it won't happen. ;)

Re: Ntl Phone System
 

Well i have used it three times and always had calls back :shrug:

Re: Ntl Phone System
 

its all part of NTL's new customer charter called the BIG 5.

it is supposed to rewduce churn and efficency

Re: Ntl Phone System
 

well yes thats right. They will all be at home or do you want them on the phone 24 hours a day just for you ?

I do think you should get the call the next day.

Re: Ntl Phone System
 

You missed my point completely.

Ntl say they will call you back and they don't, so they are not 'keeping their promises' as they like to promote. The issue of whether they should offer a 24/7 service is another matter completely (but by the way in this day and age I think it would be a good idea).