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Originally Posted by timewarrior2001
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.
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I don't work in technical support so don't know what the Q's are like for them, Monkeybreath would be in a better position to answer. I think this is going slightly astray as no-one here is blaming the callers, I did mention this topic earlier in the thread about
helping to reduce call/waiting times. Easiest calls are credit card payments, I've asked to do them permanently but been told no
