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Originally Posted by orangebird
I disagree that it's irrelevant - what if they had called one of the other call centres, and the results were different?
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Well, going by your argument, if they had got one of the other call centres they would either have found a problem, so the issues are endemic, or they would have had no problems in which case the problems stem from just this one particular call centre.
Either scenario is bad for NTL. If it is an endemic problem then NTL can`t get any of their call centres running correctly. If it is a problem with just this one then why don`t NTL do something about resolving those issues.
Whichever way you cut it this is a failing on the part of NTL that needs to be resolved. Make a very crude assumption, if calls are split equally between three call centres then 1/3 of of NTL customers aren`t going to get a good quality of service, that is still too high by a long stretch.
*Edit* One other quick point that the call centre staff should take on board. The NTL systems seem to be frequently broken so that when you try to get through to a department it runs through all the recorded messages before just going to an engaged tone. If you press 0 to be put through to a general operator then they shouldn`t get stroppy that you have come through to that department rather than the one you want when you have absolutely no choice in the matter.