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Originally Posted by MovedGoalPosts
....bottom line is that IBM will be wanting to see a profit, so they are gonna want to do it as cheap as possible.
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I think you'll find that IBM will handle things in a far more proffessional and efficient manner, which in turn should cost less. IBM employ (via Manpower) 175,000 call centre employees world wide on a permenant basis, and this experience will soon be reflected in a change (hopefully for the positive) to the customer and his experience in dealing with NTLI. Better tech support management = happier, more productive and better trained staff = happier customer base. IBM will be answerable to NTLI so the customer experience, if it does not improve may see the contract with them nullified.
I have to say this seems like a positive step, one I'm quite happy about, but as litany of cliches and counter cliches go, "
Que Sera Sera", "Proof is in the pooding" etc.... We'll just have to "suck it and see".
*fingers crossed*