[Luxor]

Originally Posted by A=MH²

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*

As someone who was outsourced to IBM from the Bank of Scotland, I have to say that the words professional and efficient are not quite the ones I would have used. We as an outsourced group were awestruck by just how bad our new employers were. As long as you enjoy red tape instead of dealing with problems however you are sorted.