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Originally Posted by ianathuth
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.
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Agreed... so long as the customers can understand the 'Terry Christian' accent
