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Originally Posted by Debsy42
TW, I don't think any of us are "slagging" customers off, what we are trying to say is that we find some calls are lengthened by a customers lack of knowledge. As we all know we all had to start somewhere with computers but we are not there to offer over the phone pc knowhow. I once spent 37 minutes with a lady trying to help her to get the computer turned on, she couldn't do it no matter what she tried and that was before I even tried to help her register for Broadband. The computer was her sons and she thought she would try to help him by getting his broadband registered but she'd never worked a pc before.
As this thread is about waiting times that is an example of why I wasn't able to take more calls that day, leaving more customer hanging on. It's difficult trying to strike a balance between excellent customer service in the quickest time possible to try and reduce waiting times for customers in the Q.
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Thats fair enough, yes it happens. But you also need to understand that if 20 people can support 140,000 users and answer 90% of calls in less than 30 seconds, then NTL must have some major problems somewhere.
I understand that NTL support a higher number of customers, and I understand that NTL will have more than 20 people working on tech support. However it does not excuse the fact that even at silly times of th enight you still often have to wait.
It doesnt excuse the fact that in my oppinion agents are blaming the caller for their inabiolity to control the call. Possible training issue? I dont know but its not the customers fault that they think they can get precedural support, its the agents job to inform them firmly and politley and then on with the next call. I have a target of 45 calls a day minimum and an average call length of no more than 5 minutes. In that time I sometimes have to call external companies such as Fujitsu services and Orange.
I'm not the perfect call agent, far from it, but the answer to the problems isnt to blame the customer.