Quote:
|
Originally Posted by Escapee
The 50 installation positions will have no effect, I can't see how it will ? service techs or network techs do not carry out installs. I somehow dont think these installation positions are actually for installers, I may be wrong but I think this again sounds like more office based people shuffling paper around, why would they be taking on 50 installation people in manchester alone if they are installers?
I would never disagree that properly trained call centre staff reduce unwanted callouts, the fact is though service calls are going through the roof for network faults, but are being treated as single customer service faults. thats something that call extra centre staff can do nothing about, that requires suitably experienced arms and legs out in the field.
|
The way that you talk you make it sound like network techs are not looking after the network through having to do the work of service techs. This makes me presume, rightly or wrongly, that service techs may be doing installations.
It could be that some network faults are treat as single customer faults through inadequate training of call centre staff and apathy amongst staff who know they are to be made redundant.