Cable Forum - View Single Post - NTL is call centre with longest wait in Mirror test

scrotnig · 13-09-2004, 13:55

I think one thing we seem to be missing here, is that long call waits are not acceptable, no matter who the company is.

It would be wrong to try and justify long waits at ntl on the basis that other companies are just as bad.

I *do* know that a lot is being done at ntl to resolve this. I realise it may not look like that, but the company is midway through a major restructure and also, at the same time, trying to implement a better, faster, single billing system.

Things ARE getting better regarding call waiting times, and I am confident that when all this work is done, things will dramatically improve. In some areas of the country they already have.

There are, however, ALWAYS going to be occasions when a huge number of calls come in for an unexpected reason, and this is unavoidable really, there are not hundreds of staff on standby to take the calls. The 'virtual call centre' system that is being created will, however, go a long way towards alleviating that....it works like the single queue system in post offices.

13-09-2004, 13:55	#70
scrotnig Inactive Join Date: Jun 2003 Posts: 2,499	Re: NTL is call centre with longest wait in Mirror test I think one thing we seem to be missing here, is that long call waits are not acceptable, no matter who the company is. It would be wrong to try and justify long waits at ntl on the basis that other companies are just as bad. I do know that a lot is being done at ntl to resolve this. I realise it may not look like that, but the company is midway through a major restructure and also, at the same time, trying to implement a better, faster, single billing system. Things ARE getting better regarding call waiting times, and I am confident that when all this work is done, things will dramatically improve. In some areas of the country they already have. There are, however, ALWAYS going to be occasions when a huge number of calls come in for an unexpected reason, and this is unavoidable really, there are not hundreds of staff on standby to take the calls. The 'virtual call centre' system that is being created will, however, go a long way towards alleviating that....it works like the single queue system in post offices.