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Originally Posted by orangebird
That's it Russ. I don't expect the customers to interetested in the detail either. What I do expect though, is the conducters of the survey to give a fair view of the company call centres as a whole.  |
It really doesn`t matter whether it is 1, 2 or 3 failing call centres, there is still a failure within the company, and I don`t entirely buy them being busy as being an excuse either. If the staffing levels are so low that wait times of this length are common (and judging from the 4 days and countless hours it took to speak to someone who could deal with my issue last week) then this is also indicative of a failing on the part of the company.
If just 1 out of 3 call centres is performing this badly then that reflects a systemic failure of 1/3rd of NTL's customer facing ability, I consider that to be worthy of severe criticism.