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Originally Posted by Mark B
We need a little clarity here.
Please understand that the staff taking your call do not take ages to answer your call on an individual basis. Your posts are implying that they are morons because they don't answer you quick enough. This implies they are all sat around doing nothing.
What's actually happening is they are answering other calls. They will be short staffed, there will not be enough of them to deal with the volume of calls at that time, so they are working extremely hard to get the calls answered whilst still providing a good service.
Now it is extremely poor if your call is taking that long to answer but it is NOT the fault of the people on the end of the phone, and it is NOT acceptable to be calling them morons.
Those same people are the people that will offer assistance on here IN THEIR OWN TIME, they won't do it if you're going to hurl abuse around.
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Sadly we need even more clarity.
It is nothing to do with the guy or girl who actually answers the call.
It solely to do with the fact that NTL do not have the knowledge to use a perfectly good call routing system they have in place.
Churn is their key word, they do not care about quality just quantity and this has always and will continue to be their motto and to me they will never place a dent in their call wait times as customers sign up and agents leave or are forced out.
I have said it once and will say it again the rot starts at the top and unless they clear that out of the way and get someone who actually has an idea what customer service means they have and never will give a flying fig about their customer base.
What sends the alarm bells ringing for me is also that fact that current employees will go out of their way to defend them to the bitter end.
Yet when we get someone for example like Mark who is I believe currently serving his redundancy notice who on many occasions goes and has gone out of his way to help people, what does NTL decide to do well rather than address the problem head on no they decide to adopt the sliencing approach.
FFS when will they learn that this approach does not work, they have tried this before on .com and got all the MODS/ADMIN on side for a small period until they woke up and smealt the coffee.
Heres a novel idea then why don't NTL address the problem face on instead of trying to brush under the carpet by silencing the problem.
For a change it would be nice to see an official reply from NTL to work with this site and not try and silence its Employees and Members by actually giving a **** rather than adopting their usual attitude and trying to buy it to silence it.
They must know this site exists for them to issue such a directive in Marks direction to try and silence his postings.
