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

Racingdick · 18-09-2004, 17:05

Just putting my point across now...

3 calls...

1. pc was in attic conversion, in process of doing out. Cust wanted to register/install bb. Phone downstairs, wouldnt call back once he had installed phone upstairs... 40min of him going up and down... cust happy

2. Very nice old lady, said if i was ever in area i could have tea and biscuits! anyway eventually up and running after advising how to use mouse, os and explaining between upper and lower case, son was coming round in an hour. 35 minutes

3. Cust had 169 on enet, hunted hi and lo for usb... usb install... (not by pc)
20minutes

At the end of the day the customer wants short call waiting times, at the end of the day 'we' dont want to see people crtitising call centres for wait times.

The above calls would take around 1hr 35min, for 3 calls to TSB.. each of those calls could have been halved in time by the customer either being by the pc or waiting for the relative... in that time in theory an agent could have taken double the calls.. now think with x00 of agents all taking similar calls the AHT of the agents could be halved..

Now i dont and will never be rude to a customer, I try to get the cust back online asap and so do the majority of people that these posts are aimed at!
The customers complain but its as a rule the customer that makes the time go up..

18-09-2004, 17:05	#169
Racingdick Inactive Join Date: Feb 2004 Location: Neath Age: 45 Services: Tiscali 1meg Sky Posts: 121	Re: NTL is call centre with longest wait in Mirror test Just putting my point across now... 3 calls... 1. pc was in attic conversion, in process of doing out. Cust wanted to register/install bb. Phone downstairs, wouldnt call back once he had installed phone upstairs... 40min of him going up and down... cust happy 2. Very nice old lady, said if i was ever in area i could have tea and biscuits! anyway eventually up and running after advising how to use mouse, os and explaining between upper and lower case, son was coming round in an hour. 35 minutes 3. Cust had 169 on enet, hunted hi and lo for usb... usb install... (not by pc) 20minutes At the end of the day the customer wants short call waiting times, at the end of the day 'we' dont want to see people crtitising call centres for wait times. The above calls would take around 1hr 35min, for 3 calls to TSB.. each of those calls could have been halved in time by the customer either being by the pc or waiting for the relative... in that time in theory an agent could have taken double the calls.. now think with x00 of agents all taking similar calls the AHT of the agents could be halved.. Now i dont and will never be rude to a customer, I try to get the cust back online asap and so do the majority of people that these posts are aimed at! The customers complain but its as a rule the customer that makes the time go up..