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Originally Posted by Escapee
Sorry not looking to pick a fight with anyone, but yet again its call centre people. How many people do ntl need sat in front of PC's whilst the networks are falling to pieces hrough lack of maintenence and staff shortages.
Anyone with an ounce of sense would see that the huge increase in calls they are getting could be something to do with the cuts at the sharp end!
These people sat in front of PC's are not going to fix the real faults out there.  |
They may be mainly call centre staff but they are required to fill the gaps left by call centre staff in other areas being made redundant. NTL had 13 call centres at the start of the year and will end the year with 3. The customer should benefit at the end of the day by rationalisation within the company which gets rid of the umpteen different systems that they inherited.
There are also 50 installation positions mentioned which should have a knock on effect of releasing network engineers to concentrate on the network rather than service calls.
Properly trained call centre staff can reduce the need for some engineer call outs and take a lot of aggro out of customers with problems if they take responsibility for resolution of the problem.